First, to form a high-quality service team \x0d\ high-quality service needs personnel to complete. Hilton Hotel has a famous saying: "Without Hilton employees, Hilton Hotel is just a building", because the excellent service provided by employees makes Hilton Hotel famous all over the world. Some hotels in China have advanced hardware. Four-star hotels have reached the standards of foreign five-star hotels. The presidential suite is luxurious, but the service can't keep up and the software is backward. On the one hand, the backwardness of software is due to the lack of comprehensive quality, education and training of personnel, and another important reason is that consumers do not have high requirements for service providers. \x0d\ II。 Determine and unify the correct customer service concept. \x0d\ Service products, like other tangible products, also emphasize that products should meet different consumer needs. Consumer demand can be transformed into specific product characteristics and specifications in tangible products, and these product characteristics and specifications are also the basis of product production, product improvement and product marketing. But these specific specifications are like castles in the air for service products. Therefore, service enterprises need to be clear about the essence of "service product" or "service concept". \x0d\ According to the lawyer's practice rules and service requirements, I tend to adopt the service concept of "entrusted by others and caring for others". \x0d\ III。 Provide differentiated services for customers \x0d\ We can divide services into basic services, satisfactory services, value-added services and unforgettable services. The service level should be determined according to the cost-benefit ratio, the scope allowed by objective conditions and the expectations of customers. \x0d\ The so-called basic service, for example, after a customer buys a commodity with a price of 100 yuan in the supermarket, the buyer and the seller are not in debt to each other, and at this time, the customer's basic material value interests are met. This is the basic service, and the two sides have not left any special impression, just like the shopping party in the small supermarket on the pedestrian street. Merchants basically don't expect repeat customers. \x0d\ The so-called satisfactory service means that the merchants who provide services are friendly and let customers get spiritual satisfaction. For example, when customers shop in the supermarket, the service staff of the supermarket greet customers with warm hospitality, friendly tone and polite attitude, which is satisfactory service. Satisfied service can leave a deep impression on customers by persisting and avoiding mistakes. It is difficult to pursue the reputation of this service. It's like building a nest in a bird's mouth with mud and destroying it like a casserole under a huge wave. To maintain this service, we must have a long-term mechanism and always be cautious. \x0d\ The so-called value-added services refer to services with added value, which may or may not be provided, but after being provided, customers will be more satisfied and more rewarding. This kind of service does not conform to the principle of efficiency and needs to save costs. \x0d\ The so-called unforgettable service is the service that the customer completely didn't expect and far exceeded his expectation. Including unforgettable good service and unforgettable poor service. Unforgettable service cannot be the norm, and unforgettable poor service must be eliminated. Just like the post with the worst comment service that lawyer Zhou saw on Baidu. The reputation formed by long-term high-quality service, an unforgettable poor service may be destroyed once. \x0d\ The level of service should be satisfactory, because high-quality service should not only meet the material needs of customers, but also meet their spiritual needs. \x0d\ For example: \x0d\ Lao Wang took a taxi to a hotel, and he got the following series of services. We need to analyze what types of services should be provided to what types of people in order to achieve the best results, taking into account the feasibility and cost-benefit ratio. \x0d\ 1。 Reach the destination safely, quickly and accurately; \x0d\2。 When getting on the bus, the driver greeted him politely and said, "Hello, sir, where are you going?" When getting off the bus, he said, "Please go away and take things with you." It was very friendly and polite. \x0d\3。 After parking, the driver got off the bus to help him put (take out) the trunk, help him open the car door, and provide him with some newspapers; \x0d\4。 When getting off the bus, Lao Wang accidentally dropped his mobile phone in the car. When he arrived at the hotel, he found that when Lao Wang was upset, the driver actually sent his mobile phone back, which made Lao Wang feel very surprised and moved. \x0d\ IV。 \x0d\ (1) Grasp the customer's needs above satisfaction; \x0d\ Customers with different industries, different stages of development and different management modes, and even customers with different subjective expectations of managers, pay different attention to legal counsel and have different service levels. To serve customers, we should grasp all aspects of customer needs, especially through the expression of customers, eliminate irrelevant language in the expression, restore exaggerated or reduced content in the expression, and ask or guess the missing content in the expression, so as to understand the real needs of customers. \x0d\ In addition, as a professional consultant, we should summarize and summarize the customer's needs, form the most economical, feasible, legal and suitable customer's needs, and then convince customers to agree with them. \x0d\ Then, it is necessary to help customers sort out their recent needs, long-term needs, emergency needs, ancillary needs, etc. , and confirm the object and focus of consulting work. \x0d\ In the implementation of the work, we should try our best to meet the needs of customers, especially the recent and urgent needs. The higher the satisfaction, the higher the customer satisfaction, and the higher the customer's recognition of the consulting work. \x0d\ (2) Understand the hidden rules of customers; \x0d\ Customer's corporate culture, long-term work habits, customer's thinking habits, and even customers' various taboos all need consultants to know as much as possible without offending customers, so as to communicate and communicate harmoniously in daily work, and constantly improve the satisfaction of consultants' work and the harmony of daily communication, so as not to damage the satisfaction of consultants because they accidentally touch customers' taboos. \x0d\ (3) Grasp the key clients; \x0d\ Customers are often not a single person, and people related to consulting work should be in different service posts or in different service focuses. \x0d\ Let key customers feel the attention and attention of consultants, and at the same time let sub-key customers and general customers not feel neglected, and let customers not feel pretentious and hypocritical. This effect needs long-term professional edification to achieve. \x0d\ (4) Don't do it because it is small, and don't do it because it is small. \x0d\ A person with social experience often observes people and things through some details. What is small in the eyes of consultants is not necessarily small in the eyes of clients. Therefore, a lot of consulting work, including daily words and deeds, document language and word usage, needs to be weighed and practiced repeatedly, and finally the best work plan is selected, and the plan with the best effect and the least negative effect is selected. Over time, form good professional habits and corporate culture, accumulate countless small virtues, and prevent small mistakes. This excellent consulting service is an obvious gap between other consulting services and other services.