learn to speak, learn etiquette

Chapter 30 Understanding Business Service Etiquette (3)
In this case, it cannot be denied that the love of prose, the resemblance between the parties, and the customary deference of asking for his autograph were the chief reasons for the frivolity of the rich man.

([-]) Interval characteristics

The affinity effect is gradually formed in the process of interpersonal communication, rather than in the initial stage of interpersonal communication.Therefore, relevant experts pointed out: the affinity effect is actually a brand-new impression that people form on the object of communication after the first round of effect occurs.

It has also been pointed out above that the affinity effect is mainly based on the existence of some commonalities or similarities between the objects of communication, and if there are some commonalities or similarities between the objects of communication, if there is no It is difficult to discover or feel the contact and understanding between the two parties for a certain period of time.In other words, when people interact with others for the first time, in the first moment when the two parties meet, it is unlikely to find and feel the commonality or similarity between the two parties.It takes a while to discover and feel the commonalities or similarities between the two parties.This feature of the affinity effect is called compartmentality.

During this period of time, people will keep in touch with the person they communicate with, and constantly understand the various specific situations of the other party, and gradually form a more comprehensive understanding of the other party itself.In short, the affinity effect can only appear after people have communicated with their counterparts for a certain period of time.Because it is based on the information, intelligence, and knowledge acquired in the process of continuous and in-depth contact between the two sides, coupled with personal experience, the information is not only first-hand, but also has gone through the process of removing the dross and distilling the essence. The judgment is more comprehensive and accurate.

etiquette experts remind you

Due to various reasons, in interpersonal communication, people's initial impression of the object of communication is inevitably one-sided and biased, and this impression usually needs to be deepened or strengthened, so compared to the first round effect, Affinity is sometimes more comprehensive and often more convincing.

The affinity effect and the first-round effect are actually two different sides of the same problem.They are only a relative relationship, not diametrically opposed.It must be admitted that in interpersonal communication, not only the first-round effect is important, but also the affinity effect is important in terms of mutual understanding between the two parties.Under normal circumstances, the first-round effect is more common among first-time friends. It is often preconceived, and even makes people have a lifelong impression of the object of communication. Therefore, it is an important basis for interpersonal communication.The affinity effect, which is produced in the process of interpersonal communication and continues to play a role, mainly plays a role in the continuous communication between acquaintances. It can not only supplement people's first impression of the object of communication, but sometimes also affect their relationship. Modified.Knowing the dialectical relationship between the affinity effect and the first-round effect, we must pay equal attention to the two in interpersonal communication, and we must not neglect one of them.

The fact that the affinity effect occurs in the process of interpersonal communication deserves serious attention from service personnel.It tells the service staff that in the process of serving consumers, strive to create a good start and strive to leave a good first impression on the service objects.Even if this cannot be achieved, the performance may not be satisfactory at the beginning of the service work. For example, because one's service method is not accepted by the service target, or there are indeed deficiencies in one's own service, the service personnel will not respond. There is no skill in the sky, and we must never make mistakes and make mistakes.

Considering that people's initial impressions of the objects of communication may be supplemented and modified in the process of interpersonal communication, once the service staff finds that there are problems in their services, they should take necessary remedial measures in a timely manner, which can also turn the tide Yu both fell.Not only that, in the following services, as long as the service personnel make up for their mistakes, there is still a good chance that they will be accepted by the service recipients.As the saying goes, "If you don't fight, you can't make a deal." It means that people become friends because they settle their differences.Here, it cannot be denied that the affinity effect plays a certain role.

([-]) Formation of affinity

After the affinity effect is gradually formed in the process of interpersonal communication, there will often be an invisible cohesion and centripetal force between the communication objects.The cohesion and centripetal force produced by the affinity effect of the communication object usually has a major effect.It can not only promote further mutual understanding and acceptance between the communication partners, but also promote mutual support and mutual help between the communication partners, and it is also possible to share weal and woe and stand together in the same boat.This important role is what people usually refer to as affinity.

In the late 20s, a report was published about a retired worker who lived in the suburbs of Beijing. Have an early meal in a state-owned time-honored restaurant that is not doing well.In the words of this retired veteran worker, the reason why he did this is to nostalgia, to "just like this one", and to try his best to help the restaurant.It turned out that the retired old worker used to live near that restaurant.During the natural and man-made disasters in the early 80s, the restaurant had helped him and his neighbors who were living in extreme difficulties from time to time.

The unassuming way the retired worker gave back to the restaurant was actually affinity at work.All he could do was to go all the way to have an early meal at that restaurant, but this showed that the restaurant had already won the hearts and minds of the people.For operators and managers in the service industry, this is the most difficult thing to do.By virtue of this, the restaurant is expected to get out of trouble by itself.In fact, it later did exactly that.

It is undoubtedly very necessary at present to form an affinity between the service industry, service personnel and service objects, especially the frequent service objects.To do this, it is especially necessary to pay careful attention to the following three aspects:
affinity formation
Treat others as yourself
from the heart
no return
Treat others as yourself
Under normal circumstances, people usually prioritize their situation.It is a common feature of human beings to love, protect and treat themselves well.In the service position, service personnel must treat others as themselves if they want the service objects to truly feel the affinity they have shown in the service work.That is to say, when service personnel receive clients and provide services to them, they should treat them like themselves, instead of treating them as passers-by who have nothing to do with them.

from the heart
When serving the service object, the service personnel must also pay careful attention to the fact that their friendliness to the other party must come from the sincerity and sincerity.Don't use the other party's trust in yourself to deceive and fool the other party.If you do that, even if you can succeed for a while, but one day you will be spurned by others because the truth is revealed, and you will destroy your reputation, so the gain outweighs the loss.

no return
Although from the perspective of operation, the service industry pays attention to the ratio of input and output, but this is only in general.Specific to every daily behavior of the service personnel, such as treating the service object as oneself, intimacy, etc., it is impossible to immediately ask for a reward.In fact, sincere and enthusiastic service is difficult to price and cannot be measured by money.Otherwise, it loses its existence value.

stick to the last link

([-]) Do a good job at the last link

It must be admitted that in the whole process of mutual cognition and communication between people, the first impression is very important, but the last impression also plays a key role.Therefore, the first-round effect theory and the last-round effect theory are not opposite or contradictory. In fact, they just discuss two different aspects of the same process.The two are equally important, and it is absolutely inappropriate to emphasize one and suppress the other, and neglect one of them.

According to the general law of interpersonal communication, people pay more attention to the first impression in their first contact and communication with other people or other things.And when people have a period of contact and interaction with other people or other things, they pay more attention to the last impression.Therefore, the service industry and service personnel should pay special attention: in the whole process of serving the service object, if you want to leave a perfect impression on the other party, you must not only pay attention to leaving a good first impression on the other party, but also pay attention to it. Take care to make a good final impression.Without one of the two, it is difficult to have a perfect impression.

In the service process, there are at least three benefits to the service industry if we properly and comprehensively use the concept of the last-round effect and grasp the last link.

First, it helps service units and service personnel to consistently maintain their perfect image in front of service objects.

Second, it helps the goodwill of the service unit and the service personnel to serve the service object warmly to be recognized by the other party and accepted happily by the other party.

Third, it helps service units and service personnel to overcome short-term behavior and short-sightedness in the service process, thereby winning the hearts of service targets, and thus gradually improving the social and economic benefits of the unit.

Should pay attention to the last link of the service process.In a series of processes of service work, since the service personnel and the service they provide leave the final impression on the service object, which plays a decisive role in the overall situation of the service work, it is undoubtedly necessary for the service unit and the service personnel to understand each other from their own different perspectives. Start, and do a good job at the last link in the final stage of the entire service process.That is to say, the last impression often comes from the last link of the service process. If you want to leave a perfect final impression on the service object, you cannot relax or ignore the last link of the service process.Here, service units and service personnel should pay attention to the following work:

Grasp the measures of the last link of service
The service unit strives to improve the "hardware"

Service staff consistently maintain service enthusiasm

◇The service unit strives to improve the "hardware" facilities

For service units, in order to do a good job in the last link of the service process, they should mainly start from their own "hardware".That is to say, it is necessary to perfect the equipment and facilities that may actually be in the last link of the service process, as well as all other utensils and objects that may be touched or used by the service recipients, and not make them just enough.

For example, attention should be paid to measuring instruments and packaging supplies.If the goods purchased by the service object are in short supply, or the package is damaged due to the poor quality of the packaging provided by the service unit, the service object will definitely complain.

Another example is that the passenger elevator in the service unit is "paralyzed" and can only go up, regardless of the scene of going down. Naturally, it is also a kind of short-sighted behavior that does not pay attention to the last link of the service process.

Service staff consistently maintain service enthusiasm

For the service personnel, to do a good job in the last link of the service process, the main thing is to make themselves consistent in front of the service objects and maintain a high degree of enthusiasm for "serving the people wholeheartedly".

Throughout the service process, the service personnel should not only greet the service object with a smile at the beginning, but also consciously send them off with a smile at the end.Don't forget that these are all part of the way hospitality should be done.In the whole service process, if the important part of sending each other with a smile is missing, no matter what objective reasons exist, it will not make the service object feel comfortable, but will only make the other party recognize the so-called "enthusiasm" provided by the service unit. Service" is insufficient and cut corners.

It is especially important for service personnel to pay attention to the fact that in the final link, the enthusiastic service provided to all service objects should be absolutely fair and treat everyone equally.On this occasion, don't make your services different for acquaintances and strangers, for adults and children, for the opposite sex and the same sex, for foreign guests and domestic guests, for city dwellers and country dwellers, for rich People are different from people without money, and people who spend more are different from people who spend less.

The discriminatory practice of treating certain clients with closeness and estrangement will invisibly leave a very bad impression on the clients.

([-]) Do a good job in follow-up services

Efforts should be made to provide follow-up services to clients.The so-called follow-up service, also called after-sales service, here refers specifically to the joint, several, Supplementary Services.Essentially speaking, service units and service personnel provide necessary follow-up services for service objects, which is not only an important content of their perfect services, but also a major measure for them to carry out active market competition. From the perspective of the majority of service objects, follow-up Whether the service is perfect or not is often directly related to their last impression of a certain service unit or a certain service personnel.

As a rule, the follow-up services that the service industry can provide to clients generally include the following items:

return allowed

grant replacement
Warranty
Installation and maintenance

supply enquiry
Receive complaints
Open service hotline

door-to-door service
return allowed

Within the specified period, assuming that the service object is not very satisfied with the goods and services I ordered or purchased, the other party is generally allowed to return the goods.If the item returned by the other party is intact, a full refund shall be made to it.

grant replacement
If the service object requests replacement of the goods or services ordered or purchased by itself, and the other party's request is reasonable, it should actively provide convenience for it.

Warranty
According to the relevant regulations of the state, within a certain period of time, the service unit should guarantee the quality of the goods and services that the service object formally purchases from the service unit.Once there is a problem in quality, the service unit must not shirk, but should take the initiative to be responsible for maintenance, or to replace or compensate.

Installation and maintenance

For some types of valuable commodities, the service unit should be responsible for delivering the goods to the service object, and installing and debugging.In addition, you should also be responsible for on-site maintenance on a regular basis.

supply enquiry
Consulting guidance here generally refers to the use of all effective forms by service units to answer questions related to the service objects they operate, or to provide relevant technical guidance to service objects.

Receive complaints
Once the service object is dissatisfied with the service provided by the service personnel or the service content operated by the service unit and visits the door, we should receive it with humility, and "change it if there is something, and encourage it if there is nothing".

Open service hotline

In order to better serve the society, when the conditions are ripe, the service unit can open a hotline for direct communication between the service unit and the service object, in order to solve problems for the society and the people more extensively.The telephone number of the service hotline should be announced to the whole society without any mistakes, and the line should also be guaranteed to be unimpeded.

door-to-door service
Door-to-door service, here mainly refers to regular or irregular visits to service objects, soliciting their opinions and understanding their requirements; or delivering goods and services to some service objects with special needs.

Service units and service personnel should pay attention to the fact that the above-mentioned follow-up service items they provide for their clients should seek the essence and truth, rather than just looking at the formalities, going through the motions, or being greedy for perfection.

([-]) Focus on two benefits

In the service work, advocating service personnel to serve the service objects with enthusiasm is naturally to focus on the double harvest of social and economic benefits of the service unit.While emphasizing and promoting enthusiastic service, it is not only unnecessary but also unrealistic to ignore any economic benefits at all.

However, acknowledging that service personnel should not completely disregard economic benefits when serving their clients enthusiastically does not require service personnel to be blindly mercenary in their enthusiastic service.Service personnel must bear this in mind especially when receiving clients in service positions.

There are some very few service personnel, when the service object begins to appear in front of them, their service attitude is as enthusiastic as it is.They will seriously answer each other's questions one by one, and they will be obedient to each other's requests.In the eyes of outsiders, their various behaviors when receiving clients seem to be deliberately pleasing to them, because they do not hesitate to grovel, flatter and compromise in order to make a deal.

However, all of what they do is aimed at impressing the clients they serve, urging them to consume and consume more. Once they find that their hard work is in vain, and the objects they are trying to please don't buy their account, they will immediately reveal their true colors : Ignore the other party, or even walk away, or sneer at the other party wantonly.Their reasoning is: "People who are not ready to consume are not their service targets", "Since the other party does not plan to spend money here, there is no need to serve the other party".This kind of performance is very harmful no matter from the perspective of polite hospitality or guiding consumption.

The service personnel must be clear: all outsiders they face in their jobs are their service objects.Regardless of whether the other party consumes or not, I have the obligation to serve the other party enthusiastically from beginning to end.One's own dedicated service should not be directly "equivalently exchanged" with the other party's consumption behavior.

Service staff must also understand that there are certain differences in the service objects they receive.According to whether they are consumed or not, they can be divided into the following four categories:
(End of this chapter)