Service: Build an excellent service-oriented enterprise

Author: Zhong Yongsen
Publisher:
Publish Date: 2005-01-01
Features: Service is a company's soft power, a core competitive advantage formed through long-term efforts. — Zhang Wen, Associate Researcher, China Enterprise Research Center, Tsinghua University
Excellent service can enhance social harmony, beautify the social and spiritual environment, and is an inevitable requirement for building a moderately prosperous society in China. — Lai Guangxian, Director, Information Division, China Industrial Economics Federation
Making customers satisfied is not service; service is making customers moved. This book will make many domestic companies feel ashamed after reading it, leading them to deeply reflect on how to bridge the huge gap in service compared to excellent enterprises. — Zhang Yanpei, Executive Vice President, China Zekai Group
In all enterprises and markets, when competition reaches its peak, only service remains. Service is something that can always be competed. — Wang Yanping, Chairman, Shandong Yaguang Textile Group
During our research on corporate governance, we found that all outstanding, long-lasting companies share a common core spirit: service. Therefore, we have compiled widely circulated and inspiring stories in the business world, from which we derive innovative ideas on service, brand image, details, quality, training, strategy, and more. We analyze and elaborate on these concepts from different perspectives, aiming to provide a practical, reference-based learning guide for enterprises to perfect Chinese-style service.
Service is a strategic thinking, a scientific approach to management, a means of reputation transmission, an execution of concepts, and a cultural accumulation. Service is a spirit of responsibility, a quality of honesty, a mindset of diligence, a virtue of dedication, and a pursuit of excellence for perfect companies and every member of the company. Only through service can everything be guaranteed, and to do service wholeheartedly is the foundation for a company to remain eternal.
From the outstanding companies listed in this book, such as Haier, Lenovo, McDonald's, KFC, General Electric, and Citibank, we can easily understand the importance of "service." These excellent companies share a common characteristic: they regard "striving to serve customers to the utmost" as their mission, philosophy, and core values, and perfectly embody them in execution! There is a saying in the business world: When you are still considering whether you should serve customers, excellent companies are already putting it into practice. Almost every outstanding enterprise treats service as the "lifeline" of its survival. Any company that ignores service and fails to meet consumer needs is doomed to decline.