Service Etiquette: How To Prevent Customer Dissatisfaction

No matter whether it is an enterprise or an administrative organ or a public institution, it is not desirable. Customer The emergence of objections. But the fact is that even if the code is further standardized Ceremony The customer objection will still occur. However, we can minimize the probability of customer disagreement.

Except for product Apart from the bad quality and the objection from the customers, the irregular service of the service staff is an important reason for customers' disagreement. We will introduce how to prevent customer disagreement from the perspective of our own service.

(1) preparation in advance

Before the formal reception of customers, service units and service personnel often make some necessary preparations, plans or arrangements in advance to ensure the smooth progress of service work. These activities are pre job preparation. As the saying goes, "preparedness and preparedness", adequate pre job preparation will enable the service staff to be orderly and relaxed in their work, effectively avoid the inconvenience caused by inadequate preparation, and also solve problems in time and in time of accidents.

1. Take a good rest.

Under normal circumstances, service personnel should keep their physical strength and energy at work, so adequate rest is the basis for their preparation. Only when you have enough energy to devote yourself to the work of service, can you feel dissatisfied, weary and exhausted. Especially when the customer is in a bad mood, it is easy to get angry because of some trivial matters. If you are happy and affable, it will affect your customers and be happy. This will also help you feel confident and happy in your service position.

In order not to affect the normal work of the service, the service staff should not only observe the work hours stipulated by the unit, but also work on time every day, and usually should arrive in advance to better prepare for the formal work.

In many cases, it is more necessary to arrive at a certain time in advance if there is need for shift, dressing, grooming, or other preparatory work. It is generally not permitted to transfer the necessary preparatory work before going to work. To do it again and again, and three times, can only show that they lack responsibility, and it is essentially the same thing as being late or unreasonably off.

2. Follow the rules of work strictly.

In the service industry, each industry has its own unique characteristics and norms. These operational norms are summarized after long practice, and they must be scientific. In order to serve as a guidance, it will effectively promote the effective development of service work. Some of the service staff are often out of the way for reasons, which are not only easy to cause objection, dissatisfaction, but also lead to major errors in the work.

This is an example we encountered.

Xiao Li, a jewelry company, received a customer this day. After looking at a few jewellery, he said he wanted to buy two expensive jewelry: one was fifteen thousand yuan, the other was twenty-five thousand yuan.

In the process of paying and invoicing, the customer made a special request: twenty-five thousand of the jewelry should be invoiced to fifteen thousand, and fifteen thousand of the jewelry should be invoiced for twenty-five thousand, which is convenient. And I also said, "you don't need to pay more taxes, so help." Your service is very good. I often come to patronize.

Although Xiao Li knew that he was in breach of the company's regulations, he made an invoice according to the requirements of his clients at the thought of this small royalty income.

Three days later, a woman took the twenty-five thousand invoice and fifteen thousand of the jewelry to find Xiao Li for return.

Even if Xiao Li explained again, even the manager came in, and there was no way. He had to refund the money at the face value. Xiao Li didn't get the Commission, but even half a year's bonus had soaked the soup. {page_break}
3. Preparation for the environment.

Environmental preparation is an important part of the pre service preparation for service personnel according to the usual practice. Without this necessary link or inadequate attention, the quality of service will be greatly reduced. A clean and convenient environment will make customers feel relaxed, happy and comfortable. It can leave a good impression on customers and effectively eliminate customers' dissatisfaction.

The pre service environmental preparation of service personnel should be divided into two aspects: cleaning hygiene and customer behavior.

(1) do a good job in cleaning and hygiene.

Clean and tidy environment is the foundation for creating a comfortable service environment. Doing a good job of cleanliness and hygiene is a major task for every service member. The hygiene of service environment needs to consider two main aspects: service area and peripheral health. In the service area, the floor should be clean, bright, clean, clean and clean. Where appropriate, there should be hints for relevant health slogans, such as no smoking and no spitting notices. At the same time, we must clean sanitary devices such as ashtray and trash cans in time. For the sanitation outside the service area, there should be no garbage on the ground, no painting on the wall, no debris on the water surface, and no stains on the lawn.

(2) facilitate customer behavior

All environmental preparations should consider how to facilitate the behavior of customers, providing convenience to customers is part of the service. For this reason, the layout of the layout, the placement of tables and chairs, and the necessary prompts for slogans or labels need to be prepared in the light of the principle of customer convenience and before the start of service work. For example, in the service area of window service, public pen, presbyopic glasses, necessary documents and standard filling demonstration and waste paper basket should be placed in the convenient position of customers.

Not only that, conditional institutions should also provide customers with some necessary facilities for convenience. For example, seats for rest, thirst for thirst, and exquisite candy in waiting area. It is necessary to carry out necessary maintenance, replenishment and updating for convenience facilities.

(two) correct service attitude.

The service personnel have a correct attitude towards service and are strict in the service process. When they receive customers, they are enthusiastic, courteous, and patient.

1, enthusiastic service. On the job, the service personnel must have a high degree of service enthusiasm, and make it appropriate to show. To serve warmly, we must actively receive customers. In the service industry, there is a jargon called "take one look at two and greet three". That is to say, when customers are numerous and service personnel are busy, they should try to take care of their customers. When you receive the first customer, you can take care of second customers orally, and you should also greet third customers with your own eyes. This kind of warm service will easily eliminate the feeling of being neglected and alienated.

To serve warmly, we should also pay more attention to our customers. No matter in any industry, we must do "four things alike" when we receive customers. We are familiar with things and do not work.

2, courtesy service. The most important thing for the service staff to do courtesy service is to standardize the service to the customers, and never forget to treat each other with courtesy.

On the one hand, we should treat all customers equally, and treat each other equally. In this respect, every service member should consciously achieve "six points". That is, when customers are received, they do not take people by sex. They do not take age to take advantage of others, do not dress up for people, do not take people by occupation, do not take people by region, and do not show their attitude. {page_break}

On the other hand, courtesy service also requires service personnel to strictly abide by the relevant service discipline and refuse to perform undesirable. The following "post eight bogey" can not be violated.

First, avoid smoking, eating, drinking and doing personal affairs.

Two avoid gossip, noise and loud noises.

Avoid reading, reading newspapers, watching TV, listening to radio or tape recorders.

Four, avoid dating personal relationships.

Five avoid to ignore customers.

Six avoid confrontation with customers.

Seven avoid to leave the post without authorization.

Eight avoid being late and leaving early.

3, patient service. Ask the service staff to be impatient and impatient when they receive customers, and always remain warm and courteous. Concretely speaking, we should be patient when we receive customers, mainly by answering questions, asking questions, and being annoyed.

In order to truly serve patiently, it is also necessary for service personnel to maintain their due demeanour when facing customers who are too fussy, confused and unreasonable. Specifically, the following three requirements for service personnel are required:

First, keep calm. The more we are faced with low quality customers, the more attendants we should pay attention to, and remain calm and restrained. When we receive such customers, we must insist on quality service, not to reduce our service quality for the sake of anger, but also insist on principles, and not compromise with others in order to avoid trouble. The performance of the service staff is actually the best answer to the unreasonable demands of the other party.

Two, straighten out Qi and harmony. Encounter customers to contradict themselves, speak rudely, service personnel still need to be calm, courtesy three points, maintain a peace of mind. In service posts, we must keep in mind that we need to keep people in mind and not be rude and unreasonable. We should be broad-minded, be good at explaining the truth and convince people by reasoning.

Three, we should use static braking. Once there are objections to the service staff and customers, or very few customers make trouble, the service personnel in charge should try not to make tit for tat with their customers, but always treat them with courtesy. Other service personnel can mediate and persuade from the side, but do not crowd around. There is no reason to talk about attacking customers.