針(zhen)對餐(can)飲(yin)(yin)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)就(jiu)幾個(ge)(ge)板(ban)塊(kuai)。第(di)一(yi)個(ge)(ge)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)基礎服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)。大部(bu)分餐(can)飲(yin)(yin)店(dian)都是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)沒(mei)(mei)有(you)(you)基礎服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)的(de)，比如(ru)說老(lao)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)顧客(ke)喊(han)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)員叫被動服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)。中(zhong)小企(qi)業(ye)的(de)老(lao)板(ban)、店(dian)長或者經理，對這(zhe)(zhe)(zhe)種(zhong)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)沒(mei)(mei)有(you)(you)意(yi)識，常態的(de)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)培(pei)訓(xun)(xun)就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)，就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)流(liu)程(cheng)。是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)不是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)經常導致(zhi)這(zhe)(zhe)(zhe)種(zhong)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)缺(que)陷(xian)，完了遭到客(ke)人投訴。其實(shi)這(zhe)(zhe)(zhe)些服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)我(wo)(wo)們沒(mei)(mei)有(you)(you)用心去做，無論是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)你(ni)作為店(dian)長來(lai)講(jiang)(jiang)(jiang)，或者作為經理來(lai)講(jiang)(jiang)(jiang)，還(huan)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)老(lao)板(ban)來(lai)講(jiang)(jiang)(jiang)，如(ru)果你(ni)真(zhen)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)發自內心想做服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)的(de)話，你(ni)就(jiu)完全(quan)可以把服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)分成(cheng)兩(liang)個(ge)(ge)板(ban)塊(kuai)。第(di)一(yi)板(ban)塊(kuai)就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)態度(du)，就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)微(wei)笑(xiao)，是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)不是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)微(wei)笑(xiao)還(huan)有(you)(you)培(pei)訓(xun)(xun)嗎？有(you)(you)個(ge)(ge)好(hao)的(de)微(wei)笑(xiao)，這(zhe)(zhe)(zhe)就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)第(di)一(yi)個(ge)(ge)板(ban)塊(kuai)。第(di)二板(ban)塊(kuai)就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)流(liu)程(cheng)，你(ni)把服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)員與顧客(ke)之間接觸(chu)，或者顧客(ke)要喊(han)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)員的(de)流(liu)程(cheng)給他分解，讓大家多練習(xi)？多考(kao)核這(zhe)(zhe)(zhe)兩(liang)個(ge)(ge)流(liu)程(cheng)達到就(jiu)能把基礎做好(hao)。服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)的(de)重(zhong)要性是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)什(shen)么(me)？就(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)(shi)積累客(ke)戶(hu)，形成(cheng)這(zhe)(zhe)(zhe)種(zhong)口碑傳播，讓顧客(ke)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)我(wo)(wo)們的(de)態度(du)。
你(ni)(ni)基(ji)(ji)礎服(fu)務做好(hao)了以(yi)后(hou)，你(ni)(ni)再去(qu)上升高維度的。比如說(shuo)把你(ni)(ni)的客(ke)(ke)戶分成ABC類(lei)？你(ni)(ni)的A類(lei)客(ke)(ke)戶他(ta)的屬性是(shi)(shi)(shi)(shi)(shi)什么(me)(me)？那他(ta)吃什么(me)(me)呢？他(ta)幾天來一(yi)(yi)次，你(ni)(ni)要(yao)洞察的那從我們(men)做經營這(zhe)么(me)(me)多年，我們(men)叫(jiao)前(qian)置化服(fu)務。前(qian)置化服(fu)務核心是(shi)(shi)(shi)(shi)(shi)什么(me)(me)？就是(shi)(shi)(shi)(shi)(shi)為顧客(ke)(ke)提(ti)出(chu)超預期的服(fu)務。但是(shi)(shi)(shi)(shi)(shi)這(zhe)些前(qian)置化服(fu)務全是(shi)(shi)(shi)(shi)(shi)依托在(zai)基(ji)(ji)礎服(fu)務之上，這(zhe)些重要(yao)嗎？這(zhe)些重要(yao)，但是(shi)(shi)(shi)(shi)(shi)最重要(yao)的就是(shi)(shi)(shi)(shi)(shi)顧客(ke)(ke)投(tou)(tou)訴的時候你(ni)(ni)怎么(me)(me)解決(jue)，我們(men)對待投(tou)(tou)訴客(ke)(ke)人的解決(jue)辦法就是(shi)(shi)(shi)(shi)(shi)一(yi)(yi)定不(bu)能讓客(ke)(ke)人帶著(zhu)問(wen)題(ti)(ti)離(li)開店(dian)。如果客(ke)(ke)人帶著(zhu)問(wen)題(ti)(ti)離(li)開我們(men)店(dian)，那是(shi)(shi)(shi)(shi)(shi)我們(men)做服(fu)務的缺陷(xian)。就是(shi)(shi)(shi)(shi)(shi)你(ni)(ni)可以(yi)有錯誤，你(ni)(ni)也(ye)可以(yi)讓顧客(ke)(ke)不(bu)滿(man)意，但是(shi)(shi)(shi)(shi)(shi)你(ni)(ni)一(yi)(yi)定要(yao)解決(jue)問(wen)題(ti)(ti)的態度，讓客(ke)(ke)戶滿(man)意而離(li)開店(dian)，這(zhe)是(shi)(shi)(shi)(shi)(shi)最重要(yao)的。
轉載：//citymember.cn/zixun_detail/122634.html
