Service Brand, in essence is the crystal of enterprise culture, is the enterprise to provide the service object specimen bodies. This service brand, must highlight the ideological, highlight the practice, focus on dialectical.
Serious thought, can penetrate time and space, breaking the geographical, go farther. The thought of this, not only can reflect the "all for you" service concept, but also to show the enterprise a strong sense of responsibility and sense of mission. Have a sense of responsibility, can do it well; have a sense of mission, to do long-term. At the same time, but also through the building of service brand, prove that such a truth: the enterprise is not only the product, and culture.
Highlight the practical, can radiate the glory of the thought, the correct concept of inheritance. This kind of practice, is mainly embodied in the service brand of "eight".
One, the idea. This idea, is the enterprise service concept, is the pursuit of corporate values: to answer why firms exist, how there are two fundamental issues, so as to clear the direction, firm faith, pursue.
Two, a history. Service concept is not an. Not only by the door design expert. To rely on the enterprise employees, with the local culture and history and the realities. Only in this way, the service brand to the historical, was a fountain, to agree, the staff by convincing, everbright.
Three, a carrier. A carrier to get things done. No carrier, probably just mirage. In this regard, some enterprises do well, enterprise not only the art team, sports teams, and radio and television, network service, enterprise, enterprise tabloid magazines, and often carry out such as "top ten employees", "best case", "top ten", "top ten moved moment" selection activities, thus received good results. It is the carrier, the concept of results.
Four, with content. Service brand must have substantial content. In practice, some enterprises take the service is divided into basic services, value-added services, service, service, emotional growth prospective service, emergency service, and in each service there are several items. It is with these specific content, makes the service with fruitful results.
Five, a process. The service should have process. Process exhibition service. Some enterprises take the customer service process is summarized as "four norms", the visit process as "a look (see exhibit two), q (ask price), three check (check inventory), four guide (Management), five records (record service content)" be crystal clear, operability strong, not only to promote the harmonious relationship, but also cultivate the product brand.
Six, the image. Services must speak the image. A good image for the service brand. For example, employees dress image, on-site service environment. A good horse with a good saddle, good steel blade. Through the image of a good, clean environment, show the enterprise high spirited spirit.
Seven, have the effect. Service brand the final result must be reflected in effect. This effect, in the final analysis is to respect people, help people. Because, the intermediate link service brand no matter how complicated, the final is to serve people. Service people should highlight the concept of people, everyone had a smile, a heart stretch.
Eight, reward and punishment. Service brand is a cause. Business must have rewards and punishment. Punishment is a "baton". A state-owned enterprise in Jilin Province, Jilin City, by grasping the service brand, has made 73 senior staff performance salary raise a grade, meanwhile, has promoted 2 Customer Manager Marketing Manager Marketing Manager, downgraded 1 as the client manager. This serious and realistic approach makes the enterprise service brand building has become the vanguard of the industry as a whole.
On the dialectical nature, is the business of all kinds of personnel in the service brand building are all in their position, duties, perform their respective duties, do their own "three things". Enterprise leaders to do the "three things": the service brand building to be on the agenda, well coordinated, doing well the examination; directly responsible departments should do a good job in the "three things": planning, grasp the implementation, implementation; relevant departments should do a good job of the "three things": initiative, launched, staff training typical. Through each do their own "three things", make the enterprise service brand building deeper: deepen service content, improve service standards, to meet the legitimate demands of the growing service object; update: technical means constant pursuit of updated, improve the quality and effect of service; warmer: Deepening the idea of people, continuously improve staff quality, improve the happiness index, the cohesion of the enterprise stronger, more powerful.
