服务标杆店面分享经验 （拍摄者 冯军） 首都机场商圈作为国门重要窗口，其服务体验直接关乎旅客的"第一印象"与"最终记忆"。因航站楼商业资源业态多元，店面管理能力不一，服务表现 难免参差不齐。面对这一现状，如何才能打破壁垒，让分散的服务星光汇聚成璀璨银河，如何将个别店面的"优质服务"经验转化为整个商圈的"统一规 范"与"共同文化"，首都零售商圈"服务商学院"工作坊构想的应运而生成为了破题之策。它并非传统意义上的学习组织，而是一个跨越边界、共创共享 的学习平台，首都机场商贸公司希望通过该平台实现从"管理商户"向"赋能商户"的根本转变，其核心宗旨便是不断夯实一线员工整体服务保障能力， 打造引领商圈卓越服务品质的经典案例库及复制推广机制，以特色服务产品及文化塑造商圈"匠心服务"的良好氛围，最终实现商圈服务生态共生、共 建的良性循环。 与以往"老师讲、学员听"的培训模式截然不同，本次"服务商学院"工作坊活动的核心魅力在于以服务基本功、服务技巧、服务危机化解等为主题，开 展完全的"场景化"演练。在首都机场商贸公司的统筹安排下，各商户学员统一前往航站楼免税区店面进行参观学习，开启一次边思考边观摩的"服务诊 断"。大家在琳琅 ...

Core Viewpoint - The Capital Airport Commercial Company is launching a special action to enhance service quality and passenger satisfaction at Daxing Airport's retail sector by systematically analyzing service shortcomings and conducting targeted service scenario simulations [1][4]. Group 1: Service Quality Improvement Initiatives - The company has initiated a special seminar to focus on three core dimensions: service attitude, shopping experience, and product return/exchange policies [4]. - A detailed analysis of three typical cases revealed key issues such as insufficient employee professional skills, inappropriate communication techniques, and lax process management [4]. - The company has optimized a comprehensive service improvement mechanism that includes preventive measures, efficient on-site responses, and post-service optimization to build a robust service quality framework [4]. Group 2: Training and Performance Assessment - A "Service Scenario Simulation Month" has been launched to test the effectiveness of service improvement measures, focusing on high-frequency scenarios like on-site service response and after-sales demand handling [4]. - The training emphasizes the use of emotional reassurance techniques, precise professional knowledge responses, and cross-departmental collaboration, incorporating a closed-loop management approach of "simulation—evaluation—improvement" [4]. - The results of the simulation training will be included in employee performance assessments to encourage skill enhancement and ensure high-quality commercial services at Daxing Airport [4]. Group 3: Future Goals - The company aims to continuously optimize service processes and standards, striving to create a first-class service quality in the Daxing Airport commercial area, ensuring a warm and pleasant shopping experience for all travelers [5].