World Clothing Shoes And Hats "Help Enterprises Wintering" Series Of Reports Eight

Attitude decides service and service determines success or failure. The world clothing shoes and hat net "help enterprises to wintering" series of reports, eight customer service, has been emphasized repeatedly by various enterprises. Although many means and methods have been considered, the effect is often not satisfactory. Everyone knows that if we want to gain a firm foothold in the market competition, we can not do without good customer relationship. So how can we do this? A friend often travels to Thailand on official business and stays in the Dongfang Hotel. When he first checked in, he was impressed by the good hotel environment and service. When he checked in for the second time, several details made his good impression on the hotel escalated rapidly. That morning, when he came out of the room to go to the restaurant, the floor waiter asked respectfully, "does Mr. Yu use breakfast?" Mr. Yu was very curious and asked rhetorical questions, "how do you know my surname is?" The waiter said, "our hotel stipulates that the names of all the guests should be recite at night." This surprised Mr. Yu because he frequently traveled around the world and stayed in numerous senior hotels, but this was the first time that he had ever met. Mr. Yu happily took the elevator down to the floor of the restaurant, and just walked out of the elevator door. The waiter in the restaurant said, "Mr. Yu, inside please." Mr. Yu was more puzzled, because the waiter didn't see his room card, and asked, "do you know my surname is?" The waiter answered, "the telephone on the top just came down and said you had already gone downstairs." This high efficiency makes Mr. Yu again surprised. Mr. Yu just walked into the restaurant. The service lady smiled and asked, "does Mr. Yu still have an old seat?" Mr. Yu's surprise escalated again, and thought, "although I am not the first to eat here, I have had more than a year recently. Is it so good for the service ladies here?" Seeing Mr. Yu's surprised eyes, the service girl offered to explain, "I have just checked the computer records. You used breakfast on the last second windows in June 8th last year." after hearing this, sir excitedly said, "old seats!" Old seats! " The young lady then asked, "old menu? A sandwich, a cup of coffee, an egg? " Now Mr. Yu is no longer surprised. "Old menus, old menus!" Mr. Yu has been very excited. When the meal was served, the restaurant gave Mr. a dish of dish. Because this dish was first seen by Mr., he asked, "what is this?" The waiter returned two steps and said, "this is our special dish." why did the waiter take two steps? He was afraid that he would talk on the food of the guest accidentally. This meticulous service should not be mentioned in a general hotel, but he was not seen in the best restaurant in the United States. This time, breakfast left a memorable impression on him. Later, owing to the reasons for the adjustment of business, Mr. Yu did not go to Thailand for three years. When he was on his birthday, Mr. Yu suddenly received a birthday card from the Oriental Hotel. There was also a short message attached: Dear Mr. Yu, you haven't come to us for three years. We all miss you very much and hope to see you again. Today is your birthday. I wish you a happy birthday. Mr. Yu was very excited and filled with tears. He vowed that if he went to Thailand again, he would never go to any other hotel, he must live in the East, and persuade all his friends to choose like him. Mr. Yu looked at the envelope with a six yuan stamp on it. Six yuan to buy a heart, this is the magic of customer relationship management. The Orient Hotel attaches great importance to cultivating loyal customers and has established a complete CRM system to enable customers to receive meticulous humanization services. So far, about 200 thousand people from all over the world have been there. In their words, as long as 1/10 of the old customers visit the hotel every year, they will always be full. This is the secret of the success of the Orient Hotel. I read the above case and touched it very much. Such a hotel, such an enterprise, how it can not do well, do little. Savoring, in fact, such services summed up, there should be only one word: "thin". Many enterprises have also established customer files, summarized customer information, but do not know how to use them, and when to use them. Customer service does not require a lot of investment and sums up the service of Dongfang Hotel. It is to keep the service to the extent that the customers can not even think of, grasp the potential requirements of the customers, and do the service in place before the customers realize it, so that the customers can see that you are sincere and considerate for the customers. When your service can be meticulous to such a degree, perhaps the customer relationship is no longer a headache for the enterprises. Wang Xiaonan: editor in charge