What are the aspects of customer service demand analysis?

Customer service refers to the service needs of different customers, providing different services, making them feel the attention of enterprises and eventually becoming loyal customers of enterprises.

1. Contents of customer service requirements

Customer service needs include the following three aspects.

① Pre-sales consulting service. Is to provide customers with product descriptions, product technical data, product demonstration materials and other aspects of information and consulting services.

② After-sales maintenance. It refers to providing after-sales maintenance for customers who use products, including door-to-door delivery, after-sales technical support, maintenance, troubleshooting and problem-solving suggestions.

③ Customer problem management. That is, accepting customers' problems, organizing and monitoring problems, solving customers' problems in time and collecting customers' feedback information.

2. The service mode of customer service demand

Customer service requires three service modes.

① Telephone consultation service. In order to facilitate customers to obtain satisfactory service in time, enterprises should provide customers with a hotline so that customers can obtain the customer service provided by enterprises through telephone.

② Internet information inquiry. A way for customers to obtain the customer service provided by enterprises by browsing the enterprise website and inquiring about relevant information. In order to ensure the accuracy and effectiveness of customer service information, the company's website service information should be updated in time.

③ Visit customers. In order to understand the actual situation of customers, the customer service center and customer service department should visit the complaining customers and collect and solve their complaints in time.