Smile service, professional quality
Carry out the guidance of post service etiquette at the level of contact with customers. Including but not limited to the following:
1. Launch of the smile-passing activity: Start the smile-passing operation by posting posters and mobilizing publicity. Require all employees to actively participate.
2. Meet and smile: When someone meets at the service site (including internal employees and external customers) and comes face-to-face with eyes, smile and nod.
3. Take the initiative to say hello: When the person coming from us can hear us clearly, we must take the initiative to say hello to the other person.
Finding “I Smile, I Act” Benchmarking Activities: Through the search for etiquette benchmarking and promotion of etiquette benchmarking, we can guide employees to regulate service etiquette. Finding ways can take employee self-evaluation, mutual evaluation, customer evaluation, etc. The form of publicity needs to have a benchmark employee smile story or deed.
“发现微笑”活动 ：由公司组织通过暗访方式，拍摄服务现场员工在岗位 上服务的 DV 片段，捕捉员工服务的精彩瞬间，编辑成员工服务礼仪宣传片 用于员工培训，达到对员工引导，宣传物业服务礼仪的目的。 4. "Smile Discovery" activity : The company organized an unannounced interview to capture DV clips of employees on-site at the service site to capture the wonderful moments of employee service and edit them into employee service etiquette promotional videos for employee training to guide employees. , To promote the purpose of property service etiquette.
5. Carry out in-depth training on service etiquette, and repeatedly strengthen the standard actions of etiquette to ensure standardization and habituation of service etiquette. Including but not limited to the following:
a. The company has a service etiquette trainer, which uses the smile service training DV issued by the company to carry out service etiquette training for project managers / supervisors and other grass-roots management personnel. The training process is supplemented by explanations and is mainly based on practical exercises. Each grassroots manager has the basic requirements of a code of conduct and the methods for training grassroots staff. Grass-roots managers need to pass the company's assessment before they can take up their posts. The assessment method is mainly based on drill operation.
b. For positions in contact with customers, the class leader will conduct service etiquette training for class members before taking up the job. The content includes at least three aspects: “Meeting, smiling, greeting, and getting up.” The sponsor or supervisor will supervise the training quality. . At the end of each day's work shift, the monitor (or host) conducted a review of the service etiquette on the day, pointed out the advantages, and insufficient criticism. For positions that do not have a concentrated shift time, you can focus on training and commenting once a day.
6. Strengthen management measures to ensure the effectiveness of the "Pass on Smile" action. Including but not limited to the following:
a. Managers have an irreplaceable role of guidance and delivery in service etiquette. The company will formulate assessment measures for managers to deliver smiles to ensure that managers at all levels can take the lead.
b. The company conducts the etiquette evaluation of the foreman / supervisor at least once a month to ensure that the service etiquette of the management staff meets the requirements and continues to be a model for on-site employees. The company conducts on-site post etiquette training effectiveness evaluation at least once a month. The results of both evaluations are ranked and communicated.
c. Make meeting smile, take the initiative to say hello, and get up service as the basic content of service quality inspection at all levels, and strengthen the on-site execution of smile service through management means.
7. Maintain the consistency and stability of field service quality
a. On-site services are the most direct part of customer experience. Whether the on-site service is good or not depends not only on the work and hard work of the grass-roots employees, but also on-site supervision and support by managers at all levels.
b. The company will start from the management staff, adjust the work focus and time schedule, arrange the main management staff to work normally on weekends and holidays (usually on holiday), contact more with customers, and more fully understand and grasp the real service situation on site. Feel with customers. On the basis of understanding the on-site conditions, managers at all levels must also improve the quality of on-site services through their own demonstration and guidance, as well as on-site training and guidance to employees.
c. According to the characteristics of the service site, including business difficulties and employees' difficulties, managers must actively discover and solve them, provide more guidance, support and assistance to the site, and mobilize the enthusiasm of the employees, so as to maintain on-site service The purpose of consistency and stability of quality.
8. Ensure that all basic business work responsibilities are met
d. All the work can only achieve the predetermined results if it is implemented and executed. The company has formulated strict measures to ensure that all the work content is clear, the responsibilities are implemented, and the inspection, follow-up and verification are carried out step by step. And other methods to ensure service quality.
e. Aiming at the characteristics of the complex and cumbersome, easy to omit, and forgetfulness of the real estate service field work, in the work arrangement, referring to the more mature "grid management" and other management models, the work content is based on clear requirements Divide and implement to specific responsible persons, so as to ensure that all work is effectively implemented and executed.