Many companies have participated in the Beijing training program of Baili Beijing Expansion Company to enhance their service awareness. Here, let me introduce to everyone how to solve problems if they arise at work. Units involved in the service industry tend to encounter various kinds of friction with customers. Below, I will share a story with you to illustrate how to handle problems when they occur.
The story goes like this: Three little mice prepared to steal oil to drink. When they reached the kitchen, they found that the oil bottle was too high for them to reach. After some discussion, they decided to stack on top of each other to drink the oil. They immediately started, pulling each other into the bottle, taking turns to drink. As the little mouse inside prepared to drink the oil, the bottle suddenly tipped over for unknown reasons. This alarmed the owner, and the three little mice quickly fled into their hole. They began discussing the cause of their failure.
The first little mouse said, "I hadn't even tasted the oil when the bottle fell. I think it was the second mouse shaking." The second little mouse said, "It's true that I shook a bit, but I felt the bottom mouse moved first, so I followed suit." The third little mouse said, "The reason I started shaking was because I heard the sound of a cat, which made me tremble." Then, the three little mice burst out laughing, saying in unison, "So it wasn't any of our faults."
From this story, we should understand that when conflicts arise at work, we should know how to solve problems. At work, when customers encounter difficulties, we should actively and diligently resolve these issues instead of first analyzing who is responsible while leaving the customer waiting. By the time you've figured out who's responsible, the customer might already feel neglected to the extreme, possibly leading to irrational behavior. Such a way of handling problems won't win repeat customers; it will scare them away. Due to mistakes in problem-solving abilities and failing to distinguish between primary and secondary issues, matters of responsibility are internal employee issues and should not be discussed in front of customers. The key to solving problems is to promptly resolve the current conflict the customer is facing. Only such a handling method can make customers feel reassured. We shouldn’t fear problems occurring; what’s crucial is having an efficient ability to solve them. Everyone knows that doing anything will lead to various issues. Having an efficient problem-solving ability is the key to whether customers will cooperate again.
I have also encountered such problems at work. Last time, when I led a group to stay at a resort, after the clients finished checking-in and placed their luggage, within less than a minute, they came out to tell me that there were too many bedbugs in the room, making it impossible to stay. It was my first time encountering such a situation, so I quickly told the clients, "Please don't worry, I'll ask the attendant to remove the bugs and then spray some insecticide."
When I found the attendant and explained the situation, the attendant seemed very helpless. He said, "In this season, the bugs are like this, and they can't be driven away. There's nothing we can do except let the customers deal with it themselves, as more bugs will crawl in through the window cracks anyway."
Such a solution would leave anyone feeling disheartened. As a result, we chose another resort. When the first resort encountered the issue, instead of actively solving the problem for the customer, they adopted an attitude that 'it's just like this in this season,' claiming there was nothing they could do. In the end, the customers had no choice but to choose another resort to stay, causing the first resort to lose a customer, which meant losing potential income and some prospective customers.
Enhancing employees' service awareness is one of the important ways for enterprises to improve productivity. Therefore, strengthening the training of employees' service awareness is particularly important. I hope everyone takes providing good service to customers as a standard, seriously studies the theory of service awareness, does their own job well, and adds luster to the company's development!
Article reprinted from: http://www.blwh.cn/rz_more.asp?id=347