Studio Customer Service Call Back Speech (2)

"Without customers, there is no enterprise" is an eternal principle. The most important goal of a correct service strategy and successful service is to grasp existing customers well, and then try to use these customers to influence potential customers. So this service benchmark was generated.

Take a photo studio that serves 4,000 customers a year as an example. Each customer contacts 15 employees on average, each time lasting 45 minutes, 60,000 times a year, and each contact for 45 minutes is the "critical moment" of the photo studio.

A satisfied user will publicize his satisfaction to three people on average; On average, dissatisfied people will tell 1 1 individuals about their disappointment. Are customers satisfied with leaving the studio? Or leave in anger? This is a very important matter. If he feels happy, three people will know about it. If he feels dissatisfied, the studio may miss 1 1 potential customers.

So we must use the critical moment to prove to our customers that they have made the best choice.

The first part: the service standard when guests enter and leave the door.

Guests enter the door

1. Service personnel should put their feet together, put their hands down naturally in front of them, and always pay attention to the guests outside the door.

2. Guests entering the store are generally divided into three situations:

A. Photo guests: Under normal circumstances, the photo guests are led by a special person and receive the "photo flow chart". Arrangement of field control personnel.

B. Consulting guests: Seeing this situation, you can lead the guests to be familiar with and understand the process on the second floor, and try your best to persuade them to go to the head office for consultation and appointment (if the guests want to go, it is best to find someone to bring them).

C. Guests wait for (find) friends: all guests are treated equally. Be positive and friendly, find out where the guest is quickly and inform the person you are looking for.

3. When leading the guests in, you should introduce yourself with a soft smile and a professional and cordial attitude, and lead the guests to sit down in the lounge, then lock the key to the safe for the guests' valuables. (Remarks: When introducing yourself: introduce yourself as a customer service staff. If you have any questions during today's shooting, you can tell us, and we will try our best to deal with your questions as soon as possible. During the introduction, the makeup area, dress area, modeling area and studio are interspersed. In order to avoid unnecessary trouble caused by the guests going in the wrong direction when shooting. In addition, remind the guests to keep the key, please give it to the counter or bar after use, and try to put it in a place where the guests are not easy to lose.

4. If the number of guests is large, it is necessary to remind other personnel to help guide them to their seats in advance, if there is no other personnel to help. You should apologize to the guests and take care of the overall situation. Don't just take care of one or two guests, so as not to make other guests angry and feel that they have not received enough attention.

5. After the guest's articles are put away, lead the guests to the makeup area of the image design department in order. If a guest wears makeup by himself, take a towel to remove makeup from the guest first. If the guest puts on makeup first, and the guest wears tight clothes, he should give it to the dress designer to help him change a dress that is easy to take off without affecting makeup. If guests smoke, they should be taken to the "smoking area" in the lounge to smoke. (preparation: among the three "such as", explain to the guests why you should do this every time to avoid misunderstanding. )

6. When changing clothes for the groom (before makeup): Introduce yourself, first help the groom change a shirt (I don't know what the bride is wearing), and pay attention to whether the neckline size is appropriate and whether it is suitable for taking to the styling department. On the way, you should tell the guests that "it is ready for you." After the bride puts on makeup, we will match it for you according to the dress she wears. We will take the initiative to find you, please rest assured. "Polite expression like that.

7. Guest:

A. When the bride is ready before makeup, she should take the initiative to introduce it to the makeup artist. If there are any special requirements on the guest flow chart, remind them to pass them on to the makeup artist. Let the guests feel that we attach great importance to her requirements and the service is very fine.

B.when the groom is ready, he will give it to the stylist. Let the guests feel that we attach great importance to her requirements and the service is very fine.

8. If there are many guests, the master of the service department will arrange the groom's hairstyle in order in the styling area, so as not to cause the bride's hairstyle to be done and her husband's head hasn't been blown yet. And let the guests feel that we are doing things in an orderly way (after the groom blows his head, if the bride is in poor health, politely take the guests to the lounge, etc., or find some magazines and newspapers for the guests to read.

Part II: Self-requirement

First of all, in companies and shops.

1. No matter where you meet a guest in the company, smile and ask about the photo shoot.

When talking on the road, if a guest passes by, stop talking immediately and greet the guest with a polite smile. Don't turn your back on the guests.

3. When you meet a guest in the bathroom, let the guest use it first, and don't argue with the guest for the bathroom or sink.

4. If you find that the guest needs help and problems, you should take the initiative to help and deal with the problems immediately.

5. If you see a guest sitting in the store and waiting, no one will handle it, you should take the initiative to ask for information, and don't have the mentality of "maybe someone else will handle it" to prevent negligence from causing guests' dissatisfaction.

6. Always pay attention to the cleanliness of the company and the customers in the store, such as (the cleaning and placement of the desktop, the cleaning of the floor, the placement of the magnifying glass, the placement of the photo album, the brightness of the glass, whether there are sundries on the sink, and whether there are scraps of paper in the stairwell), so that the guests can have a comfortable, bright and clean environment.

7. When the bride goes upstairs alone and the bride's dress is not easy to get, take the initiative to help.

8. During business hours, all personnel in the store are not allowed to eat or drink.

9. Store service personnel are not allowed to sit around a table and chat, so as not to affect work morale and the image of the photo studio.