What is service?

Service refers to a paid or unpaid activity that does things for others and benefits others. Satisfy some special needs of others not in physical form but in the form of living labor. Edit this paragraph: Characteristics of services 1. Insensibleness 2. Inseparability 3. Quality difference 4. Non-storability 5. Non-transferability of ownership Edit this paragraph The service market refers to the provision of labor and service places and equipment, and does not involve or Market forms of exchange of material goods are rarely involved. Content introduction of "Eight Aces to Create Gold Medal Service": With the development of society, living standards continue to improve. The purpose of people going to restaurants is no longer just to eat. Customers have more diverse and higher requirements. In particular, the requirements for service are getting higher and higher. Whether customers can step through the door of your hotel, service will be one of the most important weights. ?8?4 Gold medal service allows guests to find a sense of belonging as soon as they arrive at the hotel. This can easily increase the customer's return rate and eventually become a loyal customer. However, in real work, the same thing happens to Mr. xx. !Welcome! Not only does it not have a sense of belonging, it actually widens the distance between customers and us. As far as service is concerned, what kind of service can make customers turn from first-time customers to repeat customers, and from repeat customers to loyal customers! We will Elaborate in detail! ?8?4 Sometimes, when employees say things realistically and do things realistically, the guests are very unhappy, but after a round of twists and turns, the guests are happy... We will use a large number of cases to explain how Achieve this! ?8?4 Many times, from the time guests arrive at the hotel to the time they leave the hotel, employees have to do too much work such as picking up clothes, hanging hats, pulling out chairs, giving up seats, pouring tea, pouring wine, etc., and the guests are not I don’t think your service is any good, this is what you should do, but if the employees do one of these things, the customers will immediately think that your service is excellent. We want to do a good job, like this Things are what employees must do, otherwise your service will always be in a rudimentary state! ?8?4 Many times, our employees want to do a good job from the bottom of their hearts and respect the guests very much, but the guests say that the employees are unfriendly and have a bad attitude. At this time, the guests were dissatisfied and the employees were full of grievances. What was going on? ? 8? 4 The waiters did the same work with the same attitude, but some employees were recognized by the guests, and the guests praised them for their good service! But some Not only did the customers not approve of the employee, but they also said the service was too bad! The employee just couldn't understand. I did all the work I was supposed to do, and they had the same attitude. Why was her service good and mine not? good. Is she really prettier than me? Of course not, do you know the secret?! ?8?4 What should I do if a customer complains?! What should I do?! What should I do?! Enterprises want to build a gold medal service team, and they have already It’s not about whether you want it, whether you are willing, whether you like it or not. It’s about saying that this is what you have to do and have to do well if you don’t want to be eliminated. Companies have no choice in this regard! The gold medal service team is not formed naturally, but is created by managers with their hard work and wisdom. But in the survey, we found that some managers have no passion, enthusiasm and hard work. There is a certain blindness at work. Nothing works without passion, enthusiasm and hard work, but these alone are not enough. Why do different managers have different results after putting in a hard day's work? Because the results will be different depending on what you do. If there is a ditch in front of you that needs to be filled, but you focus on digging a wall, even if you spend all your efforts, it will be in vain. So we need to ensure efficiency and effectiveness.

Gotta do the right thing, not get it right! To build a gold medal service team, what should we do first in terms of service? To this end, Mr. Zhao Qifu conducted a survey on hundreds of companies, listed and ranked the existing problems, and finally came up with the top eight problems. These eight problems are the most urgent problems we need to solve in creating gold medal services. This also tells us what managers should do first to create a gold medal service... "Eight Aces to Create a Gold Medal Service" course outline: Episode 1: Transition from greetings and honorifics to greetings; Without greetings, In the era of lack of honorifics, a greeting once made people excited, refreshing and cordial. However, in the era of sincerity and family affection, greetings and honorifics have in some cases invisibly widened the distance between guests and ourselves. Making the service stiff and lacking in charm... Episode 2: Reduce information asymmetry as much as possible; Episode 3: Only by integrating into customers can we have a clear context, and then master the entire service process and grasp the situation; Episode 4: Achieve standardized services while infiltrating personalized services as much as possible; Episode 5: Improve the quality of resolving customer complaints; Episode 6: In our industry: actions are sometimes more important than facts; Episode 7: When you have time Waiting is more comfortable than waiting without time; Episode 8: Improve language skills Management masters tell us: Employees who are not trained or have not been effectively trained are a destroyer for the enterprise! friend! If you want to build a gold medal service team, please contact us and listen to Mr. Zhao Qifu, the expert who is closest to actual work, to solve the mysteries one by one! Lecture 1 on Complaint Response Skills and Practical Cases in Restaurants and Hotels Core Ideas of Customer Complaint Handling (1) 1. Preface 2. The core idea of ??adequate prevention 3. Negative Case 1: Clothes fell into the spittoon Lecture 2 Core Ideas of Customer Complaint Handling (2) 1. Negative Case 2: "Drink" by mistake 2. Negative case three: Chinese cigarettes at the Taiwan banquet 3. Negative Case 4: Drinks turned into garbage 4. Negative Case 5: Complaints after the meal (Part 1) Lecture 3 The core idea of ??handling customer complaints (Part 3) 1. Negative Case 5: Complaints after the meal (Part 2) 2. Negative case 6: The customer who was scalded by Guozi 3. Negative Case 7: Seafood brought by guests 4. Sharing of successful prevention cases 5. Summary of the core ideas of customer complaint handling Lecture 4 Twenty tips for customer complaint handling (1) 1. Introduction 2. Skill 1: Fully understand the current situation and the reasons for its formation. Lecture 5: Twenty Tips for Handling Customer Complaints (2) 1. Tip 2: Make good use of the contrast principle 2. Tip 3: Seeking third-party support Lecture 6 Twenty Tips for Handling Customer Complaints (3) 1. Tip 4: Learn to give sincere and accurate praise 2. Skill Five: Make Good Use of Language Skills Lecture 7 Twenty Tips for Handling Customer Complaints (4) 1. Tip 6: Be good at using momentum 2. Tip 7: Use external force when necessary 3. Skill 8: Learn the ability to obtain non-verbal information (Part 1) Lecture 8 Twenty tips for handling customer complaints (Part 5) 1. Tip 8: Learn the ability to obtain non-verbal information (Part 2) 2. Tip 9: Deal with perfection 3. Tip 10: Customer feelings are more important than facts (Part 1) Lecture 9: Twenty Tips for Handling Customer Complaints (Part 6) 1. Tip 10: Customer feelings are more important than facts (Part 2) 2. Tip 11: Take good care of your guests’ face at all times 3. Tip 12: Pay full attention to the sequelae 4. Skill Thirteen: Control your emotions. It’s up to me. Lecture 10. Twenty Tips for Handling Customer Complaints (7) 1. Tip 14: Varies from person to person 2. Tip 15: Use a sense of professionalism to judge intentions 3. Tip 16: Don’t ignore employees’ feelings (Part 1) Lecture 11 Twenty Tips for Handling Customer Complaints (Part 8) 1. Tip 16: Don’t ignore employees’ feelings (Part 2) 2. Tip 17: Well done rather than well said 3. Tip 18: Arguing is the stupidest behavior 4. Tip 19: Master some basic legal norms 5. Tip 20: Other tips 6. Summary of techniques for handling customer complaints Lecture 12: Striving for customer return and matters needing attention in handling complaints 1. After handling customer complaints, strive to win customers back 2. Things to note when resolving customer complaints 3. Course Review