来源：http://www.zzzhongtebao.com/ 点击次数： 发布时间：2018-08-24
The so-called service concept refers to the dominant ideology of people engaged in service activities, reflecting people's rational understanding of service activities. Service concept is not innate, but under the influence of certain economic and cultural environment, in people's long-term marketing service practice gradually formed.
Before the reform and opening up, due to the low level of productivity development in China, the supply of commodities was in short supply. At this time, because the quality of service does not have a great impact on business activities, therefore, the enterprise only attributes the service problem to the category of business ethics and spiritual civilization, thus lacking the inherent economic impetus to improve service.
Since the reform and opening up, especially after China's entry into WTO, the level of service has a great impact on sales activities and economic benefits of enterprises, and has become an important symbol of the size of enterprise competitiveness. As a result, many enterprises began to incorporate services into the scope of business, focusing on services from the perspective of improving the economic efficiency of enterprises, and doing everything possible to develop the economic value of services.
In recent years, with the rapid development of science and technology, the changing speed of consumer demand is accelerated, the contradiction between production and marketing and the intensification of market competition, the status of customers is constantly improving, and the concept of customer-centered marketing has begun to take shape. On the one hand, because of the economic motivation, enterprises begin to focus on the production, sales, advertising, services and other activities to "meet customer needs" as a whole to promote the production and marketing activities of enterprises. On the other hand, many enterprises are beginning to realize the new concept of service - the unity of risk and economic benefits.
The modern service concept that the enterprise should have include:
1. the idea of customer first.
In serving customers, enterprises should think about what customers think, observe the psychology of customers, act as a good customer counselor, and solve all kinds of customer problems. At the same time, enterprises should strive to create a high-quality consumption environment, provide high-quality services, so that customers consume in the cultural enjoyment.
Only by receiving every customer with high-quality emotional service can customers buy products more enthusiastically in return for the enterprise, and the relationship between enterprises and customers can enter the track of a virtuous circle.
2. customers are the masters of business.
Enterprises should regard customers as their masters, which is determined by the enterprise's motivation to seek high profits, and is also the concrete embodiment of the service concept of the unity of enterprise dedication and economic benefits.
3. attitude to improve service quality
Ideas dominate human behavior, and service concept determines the service aspect of an enterprise.
The development of market economy brings about the upgrading of enterprise service competition, and calls for enterprises to update their ideas rapidly. Under the control of the modern service concept, we should raise the service problem to a strategic level to understand, constantly catch up with high goals in service, improve service quality and create service characteristics.