At each step, the first thing that comes to mind is that after the company has transformed from a seller's market to a buyer's market, consumers' consumption concepts have changed. Faced with numerous goods (or services), consumers are more willing to accept good-quality goods (or services). The quality here not only refers to the intrinsic quality of the product, but also includes a series of factors such as the quality of packaging and the quality of service. Therefore, the needs of consumers must be fully and maximally satisfied.

◇ Should stand in the position of customers (or consumers) rather than stand in the position of the company to research, design and improve services.

◇ Improve the service system, strengthen pre-sales, in-sales, and after-sales services, and promptly help customers solve various problems in the use of goods, so that customers feel great convenience.

◇ Attach great importance to customer opinions, let customers participate in decision-making, and treat customer opinions as an important part of satisfying customers.

◇ Do everything possible to retain existing customers.

◇ Establish all customer-centric mechanisms. The establishment of various institutions, the reform of service processes, etc., must focus on customer needs and establish a rapid response mechanism to customer opinions.

The customer is always right.

First, the customer is the buyer of the product, not the troublemaker.

Second, customers understand their needs and hobbies, which is precisely the information that companies need to collect.

Third, because customers have "natural consistency", arguing with the same customer is arguing with all customers.

Three elements of customer satisfaction

Commodity satisfaction: refers to customer satisfaction with the quality of the product.

Service satisfaction: refers to a positive attitude of customers towards the pre-sale, in-sale and after-sales service of the purchased goods. No matter how perfect the product is and how reasonable the price is, when it appears in the market, it must rely on services. "After-sales service creates permanent customers."

Corporate image satisfaction: refers to the public's positive evaluation of the overall strength and overall impression of the company.

5S concept

"5S" refers to the abbreviation of the English acronyms of the five words "SMILE, SPEED, SINCERITY, SMART, and Study".

The "5S" concept is a representative service culture innovation, which not only has the characteristics of a humanized era, but also has considerable operability.

Smile: refers to a moderate smile. Shopping guides must be considerate to customers before they can give a real smile. A smile can express gratitude and tolerance in the heart, and a smile can be cheerful, healthy, and considerate.

Speed: refers to "quick action", it has two meanings: one is physical speed, that is, try to work as fast as possible, and don't let customers wait for long; the second is the speed of presentation, the sincere and considerate actions of the shopping guide The heart will arouse customer satisfaction, so that they do not feel that the waiting time is too long, and express vitality with quick actions. Not letting customers wait is an important measure of service quality.

Sincerity: If the shopping guide has the sincerity of serving customers with all his heart, customers will surely appreciate it. Working with a sincere and non-hypocritical attitude is an important basic mentality of a shopping guide and a basic principle of dealing with others.

Dexterity: Refers to "smart, tidy and neat." Receiving customers in a clean and neat manner, packaging products with dexterity, agility, and elegance, and gaining customer trust with a flexible and clever working attitude.

Research: Always learn and master product knowledge, research customer psychology and reception and coping skills. If you work hard to study customers' shopping psychology, sales service skills, and learn more about product expertise, you will not only improve your reception of customers, but you will also have better results.

Of course, we do business first for making money, but not only for money, but not just for profit.

◇ Profit is the remuneration for quality service. The process of pursuing profit is to make customers willingly return in the satisfaction center through dedication like spring weather, and give us the money without complaint and gratitude.

◇ Don't rush for quick success, turn the service into plunder, extortion and deception.