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Standardization sERVICE

Standardization sERVICE. What problems exist in service industry nowadays?. From staff view:. Employees diathesis is low Staff mood will affect the quality of service No empowerment No training before working Ignore the basic needs of customers. From management view:.

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Standardization sERVICE

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  1. Standardization sERVICE

  2. What problems exist in service industry nowadays?

  3. From staff view: • Employees diathesis is low • Staff mood will affect the quality of service • No empowerment • No training before working • Ignore the basic needs of customers

  4. From management view: • The management system don’t tripe • Don’t pay attention to feedback from customers • Have no communication with customers • High turnover of staff can not keep staffs • Have no reward to staff

  5. High Quality Service Although Haidilao is a hot pot, it is not the core business of food, but service. The staff is attentive to your every need. But the really cool thing is when you wait Haidilao also has • A manicurist table(美甲) • Shoe shiners(擦鞋) • Back & shoulder masseuses(背部肩部按摩) • A large kids play room • Chinese chess tables • Free snack, tea, fruit & internet

  6. What competitive advantages of service can we learn from the video?

  7. Competitive Advantages of Service • Empower • Special university • Creative the news to attract the customers • They consider their customer needs carefully • Open the kitchen to the customer • They save the time of customer during their repast • Extra free service

  8. Thanks For Listening

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