After-sales service

How to do a good job in after-sales service should be done from the following aspects:

1. First of all, correct after-sales service concept should be established

The concept of service is a kind of personal (or shop) charm that has been cultivated for a long time. Sellers should establish a concept of "sincere service for customers" and do a good job in after-sales service with a clear conscience, rather than a show.

2. Do a little more than your competitors do, a little more than your users expect

In the face of competition increasingly fierce market competition, each manufacturer dealers are importance to play this card, if everyone is the same service, such as received a phone call, and appointed time the door maintenance, repair fill in return, after-sales personnel do their job within the orderly, it should be to do so, but still not enough, our service should be better than competitors on a class, Give an example as follows: if the product is sold out, should make a phone call to inquire about use situation within three days, basically because the user just bought, do not quite understand to the use of the product, have fresh feeling, insecurity and expectation of higher multiple psychology, make a phone call to inquire about, it is to let the customer be at ease. When users use three months later, but also call or visit, mainly do not let customers forget us, so as to communicate more, build up feelings, enhance understanding, enhance trust. Customers will also recommend the products they think are good to more friends. Of course, there are many other ways to do good service. Do a good job of after-sale service, but also to provide consumers beyond the expectations of the value of the service. For example, we promise to receive a maintenance call within 24 hours of door-to-door service, but in fact basically do not exceed 6 hours, someone will come to the door, this is beyond expectations. And every time this is the case, and provide a very professional and technical service, then the customer will show the psychological satisfaction. In addition to the after-sales service staff to do some other additional services, it will give customers a surprise. At this time, the customer shows satisfaction is from the heart, he thinks you do not have any utility.

3. Do after-sales also want to dare to innovate, continuous innovation

"Not afraid of unexpected, afraid to do", do services and do products, we should be brave in innovation. Let's take a look across industries: Somewhere there is a washing machine repair shop, the boss of a small business is thriving, his washing machine repaired and others difference is every time for the user service, always can use washing machine with a in advance, such as user of washing machine in a short period of time is bad, he would leave spare washer allows users to temporarily use, put the washing machine is broken away repair, After he fixed it, he changed it for the user, and his new idea won back many repeat customers. We also want to innovate the service of the sewing machine industry, dealers friends usually want to think more, more research, more reference, see where the disadvantages of our industry, where the disadvantages of our competitors, others do not do a good job by us, innovation from inspiration, let me start thinking seriously!

4. Do a good job in the training of after-sales service personnel

Strengthen the relevant training of after-sales service personnel, including professional knowledge, service attitude, service terms, service standards and other aspects of the training. Good training can make the after-sales service practitioners have professional product knowledge, positive service attitude and earnest and dedicated service spirit, in order to provide better and better service quality to customers in the work, to win customer satisfaction. All maintenance personnel have to go through professional training before they can take up their posts. Some installation personnel only rely on experience to work, "two or three people, do not seem to understand, brought to install" the chaotic situation also frequently appeared, which caused maintenance services and other aspects of the cost of the dispute never interrupted, how can we talk about the customer satisfaction? There is a saying that goes, "We make people first, products second." Good after-sales service is to rely on professional, formal and systematic training of service personnel to complete and achieve.

5. Deal with complaints calmly

No matter how good the service is, it is impossible to satisfy 100% of the users, because the quality of our users will vary greatly. When customer complaints occur, dealing with customer complaints is to listen to their dissatisfaction, constantly correct their mistakes and maintain business reputation. Properly used, not only can enhance and consolidate the relationship with customers, but also can promote the growth of sales, how to deal with, solve these problems? Once there are customer complaints, we should respond quickly, and strive to solve the problem comprehensively in the shortest time and give customers a reasonable reply. The problem should be clear responsibility, for the inconvenience or loss of customers caused by their own reasons, to give compensation or return, because of other reasons caused by customer dissatisfaction, to timely explain to customers, and help them to solve the problem, for really is because of the customer's own reasons, to patiently give reply. After-sales service work is to rely on the exchange and communication between after-sales service personnel and customers to complete. In real life, only the service personnel with professional business, peaceful mentality and good attitude can provide high-quality service to satisfy customers. Everyone in life and work, there will be happiness, anger and sorrow, will encounter happy or upset things. Therefore, to provide customers with satisfactory service, as an after-sale service personnel, we must have a strong sense of service. The state of mind must be smooth, not impatient, neither servile nor pushy. The quality of service consciousness of service personnel is the basis of deciding whether to provide high quality and satisfactory service to customers.