-- Improve the standardization of work and improve the quality of service
The front-line staff in the service industry is the window of the company, the first and last process of receiving guests, and the quality of their service directly affects the overall impression of the company by guests. In addition to the work attitude, the most important thing to improve the quality of service is the standardization and professionalism of the work. So, how can we improve the standardization and professionalism of employees' work, and then improve the quality of service?
【Customer Evaluation】
Due to the company's service objects on the quality of work, work efficiency and work standardization of enterprise service personnel are relatively high, our company has always been the focus of employees, especially the grass-roots staff of the post standardization, but due to professional restrictions, the effect of our efforts is not obvious, so we cooperate with Huaheng Zhixin consulting experts.
The expert team of Huaheng Zhixin conducted a careful and meticulous, in-depth and meticulous investigation and interview with our company, and made a highly professional diagnosis report and put forward professional analysis suggestions. Put forward clear security guards to welcome and send off guests, determine the standards and norms of each work procedure and other solutions, put forward these work standardization ideas, so that the work of our staff is more standardized, do things clearly, the cooperation is very smooth, and the effect is remarkable. At the same time, the professionalism, sense of responsibility, rich consulting experience and tireless work attitude of Huaheng Zhixin's expert team have deeply infected us, and the project diagnosis and project suggestions made by Huaheng Zhixin have also had a high application value.
We hope to be able to maintain perennial contact with Huaheng Zhixin Consulting Company and look forward to more cooperation opportunities.
——General manager of a business club in Beijing
【Customer Industry】Leisure service industry
Problem type: Work specification
【Customer Background and Current Situation】
A business club in Beijing is located in the prime area of Beijing, its complete multi-functional facilities and equipment, unique catering services and fresh and elegant design style, by countless business people and people with a taste of life favored, the daily passenger flow continues, the benefits of the club are increasing day by day. However, with the increasing number of customers and the factor of being located in a prime location, the parking service of the clubhouse security has brought a severe test.
Since most of the people who come to the clubhouse are high-level people, they naturally come by car, and in view of the fact that the clubhouse is located in a prime location and the parking lot is limited, how to reasonably arrange the vehicles to be parked in the specified area, and reflect the high-level service characteristics of the clubhouse personnel, is the key responsibility of the security personnel. At the same time, considering the problem of labor costs, the security personnel of the clubhouse are responsible for both the welcome and send-off duties of the security guards and the parking service responsibilities, so how to fulfill the two responsibilities in place and ensure the quality of service is the key to affecting the image of the club, and it is also a point that the management of the club focuses on. Because, the club has had many times due to the parking service is not in place, causing guests to get angry and leave, how to effectively prevent similar incidents from happening and improve the service level is an urgent problem to be solved by the club.
【Huaheng Zhixin Analysis and Interpretation and Solution】
Through the analysis of the consumer group of the club, we found that most of them are business, white-collar workers and other high-level people, and their own quality is relatively high, and the requirements for service quality will naturally be higher, so all the staff of the club need to work service quality. For the security personnel of the club, it is the first and last process to receive guests, and whether it is done well or not, which directly affects the impression of the guests on the entire club. In addition to the work attitude, the most important thing to improve the quality of service is the standardization and professionalism of the work. So, how to make the work of security personnel standardized and professional, and then improve the quality of service?
Huaheng Zhixin's consulting team provides the following suggestions:
First of all, it is necessary to determine the procedures for welcoming and sending off security personnel, so that security personnel can clarify what the specific procedures for each of their jobs are. For example, the procedure for welcoming guests is: pick up the car - signal the parking space - open the door - welcome the guest. The procedure for sending guests is as follows: sending guests - opening and closing the door - guiding the car - sending the car.
Secondly, determine the working standards and specifications of each work procedure, mainly including two aspects: service language and behavior standards. In terms of service language, we should pay attention to politeness and details everywhere, because every small detail is the key to reflect the quality of service, such as after the guests get off the bus, remember to remind the guests "Please lock the door, bring your valuables, please inside." At the same time, in the service language, we must pay attention to the matching normative behavior; in terms of behavioral standards, more reflected in the standardization of the action, such as the security personnel in the pick-up of the car, the specification of the gesture for the guest to the service is of high quality has a very important impact, the standardized action standard, will make the guest feel the professionalism of the personnel, and will also feel the high level of service (take the security guard to pick up the car gesture as an example, see the figure below).
Finally, in order to better improve the service level of the security personnel, the consultant team of Huaheng Zhixin has designed the standard procedures and working standards for the security service for the club, and effectively guided the security personnel of the club to provide intimate services to customers (see the following table for details: Security Welcome Service Procedures and Standards).
The standardization of work reflects the professionalism of employees, only when the work has standards, employees can be clear about what is good, what is bad, there is a direction of work, and inappropriate behavior can also be avoided, so the standardization of work is of great benefit to the improvement of service quality.
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