Service attitude means that the server is the servedService processIn Chinese, an expression in speech and behavior.This term is commonly used in commercial and official activities.Service attitude is the basis of reflecting service quality. High quality service starts from good service attitude.
The served person has two needs, one isMaterial requirementsThe other is spiritual needs.The role of service attitude is to meet the spiritual needs or psychological needs of the served, so that they can not only get qualified and satisfied "products", but also feel comfortable and satisfied.
The service attitude includes:enthusiasm、sincere、politeness、respect、kind、friendly, UnderstandingcomfortEtc.One thing to note about service attitude is that it should not be caused by other factorsEmotional performanceTo the served.
Excellent service attitude
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Service attitude is the basis of reflecting service quality. High quality service starts from good service attitude.Good service attitude will make guestsCordiality. Warm emotion, simplicity, sincerity, and excellent service attitude are mainly shown in the following points:
1. Be conscientious and responsible.It is to meet the needs of customers, think about the needs of customers, and conscientiously do everything for customers, no matter how big or small, to give customers a satisfactory result or answer. Even if the service requirements proposed by customers do not belong to the service of their own posts, they also take the initiative to contact the relevant departments to solve customers' difficult problems, and regard solving customers' needs as the most important thing in their work,Do a good job according to customer requirements.
2. Be proactive.It is necessary to master the law of service work, consciously do service work before customers put forward requirements, take the initiative to "look for trouble" and strive for complete satisfaction of customers, take the initiative everywhere, think deeply about everything, help others, and provide convenience for customers everywhere.
3. Enthusiastic and patient.It is to treat guests like relatives, as they were when they first met, with a smile, a kind attitude, friendly language, and warm and sincere.In front of the endless flow of customers, no matter how busy the service work is and how stressful it is, we should keep calm and treat customers with ease without impatience and boredom.If the customer has opinions, listen to them with an open mind. If the customer is emotional, explain as much as possible. Never quarrel with the customer. In case of conflict, be strict with yourself, respectful and humble.
4. Meticulous and considerate.It is necessary to be good at observing and analyzing customers' psychological characteristics, know how to find customers' needs from their looks and behaviors, correctly grasp the opportunity of service, serve customers before they speak, and the effect exceeds customers' expectations, so as to strive for perfect, appropriate, considerate and comprehensive service.
5. Be polite.It is necessary to have higherCultural accomplishmentHe has healthy language, elegant speech, neat clothes, dignified manners, and respect for the customs of different countries and nationsreligious beliefAnd taboos, showing a good mental outlook in everything.
