Chen Chunhua: 4 suggestions for improving employees' service power

Service is not a simple commitment, but a creative commitment. It is a great experience brought by the intention and creativity.

Bloom in spring

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The true meaning of service:

Employees create unexpected surprises to customers

A good service is to activate employees and create unexpected surprises for customers.

Many people think that the service needs to be designed with many things, and always wants the designed services to surprise customers unexpectedly. But in fact, the service cannot be designed, which must be the creative work of the employee of the enterprise.

Only when employees have this creativity, have such understanding of customers, and these beautiful feelings, especially when he can have the hearts of customers, these things that make customers surprise can be done.

The most important thing for service is action. This action should be done by employees, so enterprises should not blindly use resources on the so -called service design, but pay more attention to enlighten employees to understand the true meaning of customers and the true meaning of service.

We take Disneyland as an example. On the first day of new employees to work in Disneyland, they will not be told that "your job is to keep this avenue clean", but "your job is creating joy."

Disneyland uses services to create unique value: "creating dreams and stimulating happiness." Disney occupies eight seats with the most theme parks in the world.

Employee's service mentality

It is the key to form effective services

How to activate employees and let employees release creative services?

Enterprises need to cultivate employees to form a good service mentality. Because employees have a service mentality, it is the key to whether it can form effective services.

Let employees have a service mentality and requires the following conditions to have the following conditions:

(1) sense of security

If the employee does not feel security for his own position and his work, he will not serve.

If you want employees to have a service mentality, enterprises must create an environment of peace of mind for employees, can solve difficulties for employees, and stand firmly from the standpoint of employees to deal with problems. At the same time, the basic conditions for employees to live in peace and career are also given to allow employees to truly have a sense of security.

(2) Serving employees

Enterprises must provide services to employees or let employees feel service, which is important.

For example, when Haidilao asked employees to serve, its employees were served at the same time. Haidilao starts with clothing, food, housing and transportation, and provides employees with good services, so that employees can feel special treatment and understand the feelings of being served by others. This also creates their love for customers.

(3) Love the company

If you want employees to do services and create surprises, he must make him love the company. Similar to culture, if employees do not love the company, it is impossible to serve customers.

If you want employees to truly love the company, what leaders need to do is to achieve recognition of values ​​and mission with employees, so that employees can truly integrate into the company and feel a real sense of participation in the service process.

(4) Trusting boss

It is easy to do the wrong service. If the employee does not have a trusted boss to help him bear these responsibilities, he dare not do it.

This requires leaders to become real leaders, dare to take responsibility and consequences, and constantly empower employees, and create customer value with employees.

These four are the basic conditions for training employees to form a service mentality.

If you want employees to truly provide services, you need a core condition, that is, front -line employees must get resources and authorization.

The reason why many of our front -line employees do not do well is that we have not given resources and authorization. If we can give the right to use the resources of front -line employees, they will solve the customer's problem as soon as possible, and this is the basic requirement of service. (End of this article)

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