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在保安服务中,我们经常可以感觉到客户对保安员期望很高。这是保安服务过程中的常见现象。如何去满足客户的高期望值,并把这种高期望值转化为保安服务工作的促进因素,应从以下几个方面入手:一、换位思考,正确理解。客户基于对保安员的高期望,往往对保安员执勤做出质疑或干涉,例如告诉保安员应该怎样执勤,应该怎样处理问题等等。客户毕竟不是保安员,所提出的建议或意见很难算得上专业,甚至并不正确,不符合实际的情况。对于这种情况,如果不能认真对待,保安员很容易觉得委屈,甚至产生抵触情绪。这种情绪会使保安队员和客户不能很好地配合,进而给客户单位的安全带来影响。因此,对于客户因高期望而做出质疑等情况,各级管理干部和保安员要学会换位思考,站在客户的立场上去理解。如果考虑到客户本身也是促进提高保安服务质量,即使有些不恰当的说法或做法也是正常的,保安员就可以控制自己的情绪,避免双
In security services, we often feel that clients have high expectations of security guards. This is a common phenomenon in the security service. How to meet the high expectations of customers, and to translate this high expectations into the promotion of security services, should start from the following aspects: First, the empathy, the correct understanding. Based on the high expectations of security guards, clients often question or interfere with the security guard’s duty, such as telling the security guards what to do and what to do with them. After all, the client is not a security guard. The suggestions or opinions made are hard to calculate professionally, not even correct, and do not conform to the actual situation. For such a situation, if not taken seriously, the security guards easily feel grievances and even generate resistance. This emotion will make the security team members and customers can not be well coordinated, thus affecting the safety of the client unit. Therefore, for customers who are challenged by their high expectations, management cadres and security guards at all levels should learn to think empirically and understand from a client’s standpoint. Taking into account that the clients themselves also promote the improvement of the quality of security services, even if some inappropriate statements or practices are normal, the security guards can control their emotions and avoid double