How to write service innovation in business hall?

Service innovation, evergreen tree of life

Without satisfied customers, there will be no satisfied market, and without satisfactory market, enterprises will have no vitality. * * * * Branch * * always regards service as the life of the enterprise, takes "satisfying every customer" as the ultimate service goal, constantly innovates the service mode, creates a differentiated service system, strives to realize the differentiation of services among customers' brands, individualizes services and highlights services, and comprehensively improves the service level of the sales department.

1.034 service innovation lays a solid foundation

In today's increasingly fierce competition in the communication industry, service restricts the development of enterprises to a certain extent. * * * Being anxious about what customers think, we advocate the service concept of "the customer is always right" today, and put forward the service concept of "Zero.3.4" in July this year. The service concept of "zero, three and four" is a new interpretation of service work, emphasizing the spiritual communication and tacit understanding between service personnel and customers on the basis of basic equivalence and equality. The concept of "zero distance" service contains three connotations:

First, the "zero distance" of time is to do the business that customers need well in the shortest time.

The second is the space distance, that is, changing the high counter to the low counter and setting up customer seats, which is convenient for face-to-face communication with customers, refreshing, making customers feel equal, more conducive to narrowing the distance between business personnel and customers and promoting communication between the two sides.

Third, communication "zero distance" means introducing business to users through chat, understanding customers' opinions and potential needs in conversation with users, giving full play to the communication ability of service personnel and eliminating users' psychology of being served.

Advocating "zero distance" service makes our service personnel equal, sincere and harmonious with customers, and truly realizes communication without distance and communication without obstacles, thus truly realizing the service concept that communication starts from the heart.

At work, every front desk salesperson is required to do "three more" as much as possible, that is, ask more questions, read more and check more, and ask more questions when handling business, so as to find out the needs of customers. Look more, that is, look at the customer's documents when handling business to see if there are any small details missing.

"Four" refers to the four-tone service, that is, "greeting people, asking questions and answering, singing and paying, and sending them away". In their work, each of them adheres to such a creed. We should provide personalized and differentiated services for different groups of people. When customers finish their business, they can always ask, "Your business has been accepted. Do you need any other help? " Let customers feel the enthusiasm and warmth of the mobile company. Through the implementation of "Zero 3.4" for several months, the work enthusiasm of employees has been fully mobilized and the service quality has been significantly improved.

Second, implement refined management and leave simplicity to customers.

In view of the work nature of business front desk and account manager, * * * started the "Leave simplicity to customers" activity in business hall and account manager in March this year, aiming at reducing business links, simplifying service processes, implementing refined management and simply serving customers through "simplicity" activities. We mainly tried from the following aspects:

1. Simplify business processes and serve customers simply.

Users' perception of mobile services mainly comes from our production line besides the network. Whether it is "the service of pursuing customer satisfaction" or "the service of creating customer surprises", it is finally realized through the production line and the forefront of our service. In the investigation, we found that,

The complicated production process and the complicated service process not only caused great work pressure to the front desk service staff, but also affected the efficiency and level of the front desk service. Therefore, from the perspective of service, within the scope of rules and regulations, we simplify business processes with the principle of "simplifying procedures and strict procedures", focusing on integrating "useless work", "repetitive work" and "complex work" in business processes, in order to facilitate customers and simplify the complex, and compress and combine all production links.

Simplify the business process from account opening to account closing, business handling, promotion application and error bill inquiry and processing. Simplified and compressed 9 categories of processes, including unlocking, card replacement, business change, transfer, payment, report, certificate and other categories.

1) Simplified process standard: normal business shall be cleared and accepted within a limited time; The basic business in abnormal business is handled by the manager on duty on the spot; Technical services such as community billing errors, etc., and solve and reply to customers on the spot within 24 hours;

2) The specific contents of the simplified process include unlocking, card replacement, transfer, Monternet, payment, report, certificate and others, which greatly simplifies the service process.

2. Take the "4W" service as the main line and implement the service specification.

"Simple service" aims to provide customers with the most intuitive, convenient and effective intimate service. Based on this, and according to the nature and characteristics of account manager service, we put forward "4W service", that is, to provide any mobile service for any subcontractor at any time and any place. No matter holidays, the account manager keeps the mobile phone on 24 hours at any time, and must accept the business consultation and business handling of customers at any time; Anywhere, no matter where the customer is, once the customer has a demand, we will try our best to meet it; Any subcontracted customer, that is, each group unit customer and individual high-value customer subcontracted by the account manager; Any mobile service, that is, all kinds of mobile services that can be provided. By further standardizing the service requirements and service specifications of account managers, the impression of account managers among customers will be improved. At the same time, focus on the implementation of front desk service specifications. First, service etiquette, in strict accordance with the "0/3/4" service specification to implement the relevant requirements, highlighting the "five hearts" service; The second is the "first question responsibility system", which strictly implements "one clearing" from welcoming guests to business acceptance; The third is to implement a business record system, register in detail the businesses that complain about customers and are not accepted, and reply to customers in advance according to the time limit for replying to customers; The fourth is to strengthen the service details and provide help services to the old, weak, sick and disabled customers with special requirements according to business needs. The fifth is limited time service. Under normal circumstances, it takes 3 minutes to handle a business and 5 minutes to wait for it.

3. Strengthen service evaluation to ensure that all services are implemented.

In order to ensure the effective implementation of various service contents, while implementing the "leave simplicity to customers" activity, we pay attention to the assessment and strive to make the assessment simple and intuitive. First, strengthen the assessment of the front desk, link the improvement of the service quality of the business hall and the results of the month with the performance assessment of the monitor and shift supervisor, increase the assessment, and put the pressure of service quality through every production link. Second, in the assessment, do the imaginary things in detail to ensure that every service detail can be followed. We put the implementation of each service detail of each salesperson into the assessment and manage it in the form of a worksheet. For example, we design a worksheet with more than ten indicators such as smiling service, standing service, reception one, waiting two and greeting three. , and check and score them from time to time every day, and summarize them at the end of the month as their service assessment results (see Table 4). The third is to highlight the customer manager's perception assessment and carry out it according to the "4W" service content. The data group will check and score the customer manager's perceived satisfaction, group tariff awareness, activity content awareness at that time and customer manager awareness every month. At the same time, the customer manager's implementation of "4W" service is monitored through spot checks and customer complaints. These are all linked to their performance.

4. Create a "customer surprise" with simpler means and more intuitive service.

According to the information of major customers, adopt diversified service means.

Holiday gifts, holiday greetings, birthday wishes and other ways to deliver customer surprise services. On the occasion of the "March 8" Festival, I expressed my condolences to the female contacts and leaders of the group units and presented cosmetics at home; In summer, cooling drugs are put at the front desk; Send blessing messages on Mother's Day, Father's Day and some traditional festivals in China. At the same time, the "Little Helper" booklet is produced and printed, covering all kinds of mobile business profiles, train flight schedules, Luoyang star hotels, hotel contact information, etc. In addition, according to different consumer classes, such as working class, students, self-employed, executives, government leaders, etc. We will recommend suitable consumer brands for different consumers. Create customer surprises through meticulous and caring service.

By carrying out the "leave simplicity to customers" activity, the service efficiency has been effectively improved and the service level has been significantly improved. Through research, the efficiency of front desk business has increased by more than 53%, the business volume of various departments in June has increased by 25% compared with that in March, and the customer awareness has doubled.

Third, master solid business knowledge and serve the vast number of mobile customers.

Regular study of "Staff Etiquette Standard" and weekly comprehensive business skill competition effectively standardized staff behavior and improved service skills. In daily business, employees can sum up experience and exchange feelings in time, solve many problems for customers, simplify business processes, greatly improve the efficiency of doing business, and save time and recover losses for customers to a great extent.

In order to let our customers fully understand their mobile phones and make better use of the network services provided by China Mobile, they promptly sent excellent sales staff to provincial companies for training and learning, and learned relevant business knowledge from other brother departments, which greatly expanded the business scope of employees. At the same time, a "new business demonstration hall" was specially set up for customers to learn on the spot. Won the praise. At the same time, in order to shorten the time for customers to handle business, the salesperson who stood for a day ignored the fatigue of the day and used the evening time to learn business knowledge and service etiquette; In order to improve the speed of inputting files, everyone practiced five strokes hard; In order to perfectly answer the questions that every customer may ask, they simulate the customer's questions, and each salesperson answers them once, picking out the best explanation to answer the customer; It is in this little accumulation of learning that every salesperson can complete business acceptance within the prescribed time limit and improve efficiency.

2. Establish service standards and select monthly service stars.

As a service industry, the business hall is the window of the company's external service and the bridge between the company and customers. The service quality of the business hall directly affects the reputation of the company. How to serve the business hall well is the top priority of the work. They are allowed to take advantage of the convenience that they can face customers directly, so that the service of China Mobile Communication can be deeply rooted in people's hearts. In order to improve the service quality to a higher level, they have established and improved a series of service standards, and formulated five rules and regulations, such as Evaluation Method for Star Salesmen in Business Hall, Rules and Regulations of Business Hall, Implementation Rules for Performance Management of Business Hall, Duty of Duty Officer in Business Hall, Duty Officer, ushers, shopping guides and accounting assessment methods, which cover all kinds of problems that may arise in the work. For various rules and regulations, the evaluation methods of star-rated salespersons are posted in the background in the form of words, gradually forming a good competitive atmosphere, realizing transparent and standardized management, and playing a good role in business guidance and behavior restraint. In June 2004, the "Service Star Selection Campaign" was launched. By the end of June165438+1October, * * had selected 42 service stars, which greatly mobilized the enthusiasm of employees.

Fourth, enthusiastically carry out public welfare activities and create a first-class service environment.

Personalized service features and cordial service attitude. * * * * clearly realize that if you want to win in the competition, you must build your own service brand.

Sesheng. In July, Luoyang was scorching in the sun, which was the annual college entrance examination. In order to make every candidate pass the college entrance examination smoothly, they went deep into five test sites in all districts of the city, set up service points for candidates, prepared first-aid medicines, pencils, erasers and other appliances for candidates, and provided pure water, tables, chairs and mobile phones for parents of candidates who were anxiously waiting outside the examination room, which greatly facilitated candidates and their parents. However, in the scorching sun and scorching summer, they stood in the high temperature of nearly 40 degrees for a day, their delicate skin faded and their feet blistered, but they knew that they not only represented individuals, but their gestures and their own qualities reflected the corporate culture of China Mobile. Only by closely combining service work with marketing work can they promote each other and enhance the overall competitiveness of the company. Enthusiasm in every public welfare undertaking, heart-to-heart communication with customers, being customers' friends, thinking about users' thoughts and worrying about users' urgent needs are their service purposes. * * * also carried out the "customer return visit activity" on-site service among account managers to understand customer needs and provide thoughtful service, and put forward the service requirements of "higher quality, less reasons, less temper, higher efficiency, lighter speech, more flexible brains and less smiles" for service personnel, which further reflected * * *' s patience and meticulousness.

Through a series of service innovation activities, they have created a good corporate image with sincere service concept, enthusiastic service attitude, skilled service and business skills, and elegant and pleasant service environment, which has been widely praised by the society and preserved the evergreen tree of mobile enterprise life forever.