T/HYXX 001-2020 Active Group standards

T/HYXX 001-2020 Supermarket Service Management Standards

T/HYXX 001-2020

Publish Date: 2020-09-30 Implement Date: 2020-12-01 For services related to genuine standard inquiry, procurement, translation, and other related services in China, please Contact Us

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Basic Information

Standard Code: T/HYXX 001-2020

Standard Type: Group standards

Standard Status: Active

is_force_gb: no

CCS Name: Economic and cultural

ICS Name: Integrated services

Publish Date: 2020-09-30

Implement Date: 2020-12-01

Scope

Main technical requirements: Service staff should have the appropriate level of education for their job positions; and a health certificate that meets the requirements of their job positions. They should wear clean uniforms and carry identification badges when on duty; behave politely and elegantly; abide by relevant national laws and regulations, comply with all rules and regulations of the supermarket, and correctly understand the connotation of the corporate spirit; adhere to social ethics, self-respect, integrity, honesty, unity and coordination, fulfill their duties, and be dedicated to their work, always putting customer service first; be proficient in Mandarin; master product knowledge and possess skilled business skills in their positions; be proficient in using the service tools, equipment, and facilities provided for their positions; be familiar with emergency response plans; know the locations of customer-related facilities such as shopping areas, public toilets, complaint desks, safety and hygiene facilities, and rest areas in the supermarket; and be familiar with complaint handling procedures. Service staff should, on the basis of mastering the work standards and norms of their positions, strive to cultivate good psychological quality and respond correctly to various emergencies; treat customers politely, with a smile, enthusiasm, sincerity, patience, and initiative. They should remain calm, respond quickly, be courteous and respectful, and not be overly submissive or arrogant, providing high-quality service to all types of customers; respect the customs and religious beliefs of customers from different countries, regions, and ethnic groups, and not harm national dignity; treat all guests equally regardless of race, nationality, ethnicity, religious beliefs, wealth, or kinship, and be courteous to them; answer all questions and, if unable to solve a customer's problem, patiently explain the situation to them.