How should managers make employees serve attentively?

In fact, in the face of the same problem, some service personnel actively use their brains and try their best to satisfy customers, but some people just rigidly implement the existing rules and regulations, unwilling to share their worries for customers, and even some service personnel swear at customers ... So, as managers, how can we make employees serve attentively?

A passenger went to Beijing on business and said to the waiter in his hotel, "This is my first time in Beijing. I want to go somewhere on business tomorrow. Can you buy me a map? " The waiter said, "Of course. Just a moment, please. I'll bring it to you right away. " After a while, the waiter brought a map and said with a smile, "The traffic routes in Beijing are more complicated. Shall I tell you a more convenient walking route? " ? Passengers are certainly welcome. So, the waiter put the map on the coffee table, first marked the location of the hotel with a pencil, then marked the location where the guest wanted to go, and then told him which buses could get there, and suggested that they take a longer road, because there were more red lights for shortcuts, more traffic jams, smoother long roads and less time consumption. The next day, the passengers took the bus according to the route given by the waiter, which was very smooth. After that, he planned to return from another road, and sure enough, it took nearly an hour for the red light to stop all the way. If you go this way, it will have some impact on your work. Realizing the value of the waiter's reminder, he went to thank her specially and wrote a thank-you letter of several hundred words in the guest book.

In the above example, it is her job for the waiter to buy a map for the customer; Give the map to the customer and the service will be completed normally; Good service attitude, always impeccable; Guiding customers is already a value-added service; In addition to guiding customers, it also helps customers choose a shortcut, that is, attentive service. Managers always hope that their employees can think more about customer service and exceed customer expectations. The so-called attentive service, it is difficult to quantify the assessment, because the things that service personnel encounter every day are different and unpredictable, and the handling of these things cannot be stipulated in advance. In fact, in the face of the same problem, some service personnel actively use their brains and try their best to satisfy customers, but some just rigidly implement the existing rules and regulations, unwilling to share their worries for customers, and even some service personnel swear at customers ... So, as managers, how can we make employees serve attentively?

The best way for employees to treat customers with care is to treat their own employees with care. People are the same. Treat employees as you expect them to treat customers. Only when you treat employees sincerely will employees treat customers sincerely.

Communication starts from the heart.

Communication within the organization is necessary, but when communication becomes a rigid formula, the service of service personnel must be programmed like a formula. The purpose of communication is to keep the information flowing smoothly. Communication with heart will not only achieve this goal easily, but also make front-line employees have a good attitude to a great extent. Because managers want their service personnel to infect customers with a sincere attitude, then he must first infect employees with a sincere attitude.

First of all, managers should strive to create a relaxed communication environment. If the communication environment of the whole organization is tense and depressing, it will be difficult for service personnel to feel the sunshine, and it will be difficult to show their best when facing customers, let alone try their best to provide value-added services.

In addition, pay attention to details when communicating. Respect for employees is the most important communication detail. Under normal circumstances, front-line service personnel in the company's level is not high, and their wages are low. They themselves have formed an invisible psychological gap with managers, and they want to be taken seriously. If managers maintain the same height as service personnel in communication, it will undoubtedly greatly increase the self-confidence of service personnel. Hyatt Regency has always been a global hotel industry leader. From time to time, its president will take off his expensive suit and put on the uniform of the waiter to help the guests carry their luggage. This is also a silent communication with employees. He has sent a message to all employees: I am the same as you, and serving in Hyatt Hotel will never harm anyone's dignity! Another detail that needs special attention in communication is praise. When employees perform well or achieve results, don't be stingy with your praise, which is usually the most effective incentive. Managers should praise employees in public, without being too grand, and just publicly announce his deeds at regular meetings or in tea time. Praise can stimulate the enthusiasm of employees and maximize their potential. In communication, we should also pay attention to the details of giving employees appropriate pressure, so that employees can understand what will happen if they don't work hard, thus inhibiting employees' rambling emotions and forcing employees to work hard. Pay attention to this kind of pressure to be just right, otherwise it will be counterproductive and cause a heavy mental burden to employees.

Authorized, willing to mix.

Richard has set up three monitoring personnel in the assembly line of the production workshop he is responsible for to ensure that inferior products will not flow into the hands of customers and be responsible for finding problems in the process. However, under such strict control of the production process, quality problems still emerge one after another. So he used another method. First of all, he canceled these three special monitoring posts and replaced them with 30 monitoring posts, which were concurrently held by employees on the original production line. In this way, every employee should take the responsibility of self-supervision for his own work, the quality has been improved, the return rate has also decreased significantly, and the problems in the production process have also decreased significantly.

As can be seen from the above examples, when front-line employees have certain rights, their sense of responsibility will be greatly enhanced, they will feel that they have been trusted by the company, and they will take a more responsible attitude to serve customers when facing problems. In practical work, employees often know how to create a win-win situation for the company and customers. However, due to the harsh company system, they are required to ask their superiors in advance when they adopt any practices other than the standard, which has dampened the confidence of employees and led to accusations from customers. Over time, they will become depressed, unresponsive, insensitive and unable to serve attentively.

Training, giving heart lessons.

Kerry opened a fast food restaurant in an excellent part of the city, but business has never been very good. After checking several restaurants with prosperous business nearby, I found that the staff of other restaurants are well trained. No matter how many people there are, the waiters are always busy in an orderly way. They all look full of vitality and joy, and customers are unconsciously infected by them, so customers are crowded every day. Although their own employees are enthusiastic, they usually don't know how to deal with the specific problems of customers and how to ask for instructions, which has caused many guests' dissatisfaction. Therefore, Kerry invites professional trainers to teach in the company so that service personnel can learn service skills. After a while, the situation was not as optimistic as expected. It is difficult for the service staff to use so many red tape freely. They often miss the best opportunity to deal with it correctly because they think about when and what to do. For example, once a guest complained that there was a hair in the dish, the waiter in charge of reception didn't listen to the customer clearly because he thought about the countermeasures of this situation during training, and the customer was very angry because he felt that the service staff didn't respect him. In fact, there is a concept that runs through any work done in the face of customer complaints, and that is to make customers feel that they are valued. The service skill course of trainers only pays attention to the superficial treatment method, and does not teach their deep service thought-intention. Therefore, when doing service training, we must pay attention to the teaching of service heart sutra, so that service personnel can understand that no matter what happens, customers are always right, listen carefully to customers' opinions, treat customers as relatives and friends, and solve problems for them. When the service personnel have such an idea in mind, it is easy to understand the provisions in the service system. It can also be used freely in practical work.

The process of communication, empowerment and training between managers and employees can also be regarded as the process of serving employees, but it is different from the goal of front-line employees. If employees do their best in the process of external service, then managers also need to do their best in the process of internal service.