After-sales service summary report 1 Three years in refractory company. I have been engaged in on-site after-sales technical service and witnessed the development and perfection of refractory companies and systems. My pride is heartfelt. After three years of work experience, I have accumulated some knowledge and experience about after-sales service, which I share with my colleagues as follows.
First, establish a global concept and do a good job.
No matter what kind of work you are engaged in, establishing a sense of overall situation is the primary issue, and on-site technical service is no exception. I think the overall situation of after-sales service artifact is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." Protecting the interests of customers to the maximum extent is an important part of improving the core competitiveness of our products. Do a good job of after-sales service, and at the same time, in order to feed back the bad situation in the process of product delivery to users in time, so as to improve in time and make the products better meet the requirements of on-site use.
Second, be good at professional skills and be diligent in on-site observation.
With the continuous development of iron and steel industry, refractories should also meet the requirements of new technology. As technical service personnel, it is very important to observe diligently, think independently, communicate with skilled workers on the spot and keep abreast of the application knowledge of refractories in the new environment. Whether a product quality survey can be done well is a yardstick to measure the professional level of technicians and an effective means for technicians to master application knowledge as soon as possible.
Third, being good at communication is better than assisting coordination.
On-site technical service personnel should not only have strong professional technical knowledge, but also have good communication skills. Problems with a product are often due to improper use and operation, rather than poor quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, standardize operations, avoid distrust of products, and even damage the corporate image.
Promoting the company's products to customers is not only the responsibility of business personnel, but also the responsibility of every employee, including technicians. Technicians should be better at assisting business personnel to introduce and promote their products to customers from a technical point of view, and at the same time coordinate the relationship between the project department and site construction and salesmen to play a good role as a bridge.
Under the new situation of iron and steel industry development, especially the recent promulgation of "Iron and Steel Industry Development Policy", the refractory industry is also facing opportunities and challenges. In this context, after-sales service also needs new working ideas. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect after-sales service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect after-sales service system can enterprises be invincible in the competition.
After-sales service summary report 2 has worked in the company's after-sales service department for more than a year. In this year's work, I took the concept of "customer first", "achieving customer satisfaction" as the goal, and "obeying the leadership, uniting colleagues, studying hard and working hard" as the criterion, and earnestly completed the tasks assigned by the leadership, and my level and working ability have also been improved. Now I will report my work, experience and future efforts for more than a year as follows: As an after-sales service staff, my daily work is extremely trivial, including receiving daily affairs, documents, faxes and telephone calls, consulting in stores, receiving customers, and conveying the received customer business consultation calls to the responsible sales staff in various regions in time. These jobs are very inconspicuous, but they are also an important continuation of sales, so there are many calls. Every time a customer calls for advice, he tries his best to solve the problem for the customer. I have been in contact with after-sales work for more than a year and have a deeper understanding of this line. To tell the truth, after-sales service is indeed a very indignant profession, but it is also a very trained profession. Customer feedback product failure information. This problem seems simple, but it is not. First of all, we must keep a good attitude and listen carefully to every customer's complaints about poor product quality and high measurement and low measurement. As after-sales service personnel, they should have strong professional technical knowledge and good communication skills, communicate with customers and analyze the reasons. Not all are not as good as the quality reflected by customers, but many customers are often caused by improper operation. The user is not familiar with which part of the product is operated and cannot operate in a guided manner. According to the specific situation, they will guide customers how to operate and pay attention to details. Avoid repeating the same mistakes, find out the crux, improve the customer maintenance level of application products, avoid distrust of products, and even damage the corporate image.
With the cooperation of company leaders and colleagues, we have sorted out, established and improved the terminal sales locations and telephones in various regions, which is convenient for users to buy products nearby. It also improves the loyalty of agents to xxxx company and pays regular visits to customers' use of products! Give timely explanation and reply to the problems that arise. It will also let the salesman communicate with the customer in time according to the user's reaction. Seriously complete other tasks assigned by the leaders.
In this year's after-sales return visit, I deeply realized that in today's fierce market competition, with the improvement of consumer awareness and the change of consumption concept, consumers not only pay attention to the product entity itself, but also pay attention to the after-sales service of similar products in the case of similar quality and performance. Therefore, it has become a new focus of modern enterprise market competition to provide consumers with perfect after-sales service while providing inexpensive products.
In this year's work, I came into contact with many new things, produced many new problems, and learned a lot of new knowledge and experience, which improved my ideological understanding and working ability. In my future work, I will carry forward my advantages, overcome my shortcomings, be down-to-earth and do my job dutifully.
After-sales: xxxx
After-sales service summary report 3 After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests. It also indirectly affected sales performance. I have been engaged in after-sales service for several years, summarizing the problems existing in after-sales service and how to better realize after-sales service.
The improvement of product performance and comprehensive strength is discussed from the following aspects:
I. Initial after-sales period
1. Delivery: When our products are sold, people will be sent to the site for installation service. This seemingly simple work has its importance.
According to the needs of customers, we usually deliver the goods to the construction site in advance, and at this time, someone will go with the goods. When the service personnel take the goods, they must confirm the contact person and contact information, contact the customer half a day in advance, discuss how to receive the goods and make arrangements in advance. Make sure that customers make time adjustments during this period, because time is precious to everyone, and other arrangements may appear halfway. So when communicating with customers, you can put the time back a little. For example, if you arrive in the afternoon, you can say:
"Not surprisingly, you can arrive at normal night."
"I will contact you as soon as possible!"
"I am not familiar with the situation here. Do you think you can pick me up? "
If the other person is busy or unfamiliar with this place, you don't have to be sad. You can ask the address in detail. If the distance is far, the expenses incurred can be mentioned to the other party after installation and debugging. But don't argue with customers.
2. Field installation
After the goods arrive at the construction site, they must be installed. If the construction period is tight, it must be installed at night at the request of customers. At this time, to get the help of the other party, you can coordinate the person in charge of the construction site and arrange the help of drivers or migrant workers to complete the task better and faster. Of course, it depends on your own situation. If you feel uncomfortable, you can try to arrange others to finish it. During this period, you can communicate with the person in charge. Get customers involved and let them know how to install it. Don't do it yourself without saying a word! Of course, it's another matter that he doesn't arrange it after you say it.
In another case, when the goods arrive at the construction site, the construction period may not be tight. If you don't mention when to install, customers may forget or not arrange the installation at this time. At this time, you should take the initiative to say, "We come out to serve. First, the company's arrangements have rules and regulations that must be fulfilled."
Quick installation and debugging. When we arrive at the construction site, we also obey the customer's arrangement, so when you need the goods, we will immediately provide on-site service. When do you think this matter can be arranged as soon as possible so that we can make better arrangements! Because everyone is busy now. "
Two. Mid-after-sales
3. Installation and debugging
After the installation, the instruments and equipment should be debugged. Ensure that the instrument works normally and the equipment is installed normally. During this period, we will encounter some problems that need to be solved.
3. 1 instrument problem
After debugging the instrument, it is found that the parameters are unstable. At this time, should we check, one or two? Or the whole? Or what is the impact of the road surface? If you can't solve it yourself, you should call the leader in time. Don't give bad products to users. Even if there is a little problem, we must solve it! So as not to leave unnecessary "hidden dangers".
3.2 Equipment problems
In the installation of equipment, we often encounter the problem of installation mismatch, sometimes it is the defect of products in this province, and sometimes it is the "foreshadowing" left by our processing. When I went to the site to serve, I encountered such a situation: the tooth length of the standard part screw was different, and as a result, when the screw was locked with another standard part, it could not be tightened. The impact on customers can be imagined! Therefore, when there is a problem, the after-sales service personnel should not only solve the problem, but also reflect the problem in time. When the production management knows this situation, it should adjust it in time, find out the reason and increase the inspection before leaving the factory! Make sure that the similar situation will not happen again!
I have been engaged in xxxx service since the beginning of this year, and there are still some handling problems, so there are loopholes in production management. Production management is particularly important for an enterprise. If the management is not in place, the product will be flawed, which will directly affect the user's evaluation of the product use and the market share of the product! Just like evaluating a person, when everyone's' level' is different, we value a person's quality more! A person's quality directly affects the company's image.
4. Equipment use
After the instrument is installed, it will be debugged and used. Be sure to communicate with users as much as possible before use, and explain some problems that may be encountered in the construction process and how to deal with them! What should I pay attention to when using the instrument? What are the factors that affect the site? People, things and equipment must come down from each other in an orderly way.
Three. End of after-sales service
5. Give the equipment to the user intact, let the user be familiar with the product enough, and then let the other party sign the bill! Leave the driver's phone number and communicate with the driver if necessary! I don't know how to ask the driver more! At least let the driver feel that our products are very good and cost-effective, and it is right to choose our products!
At an appropriate time, call the user and ask how to use the instrument! Give timely explanation and reply to the problems that arise. When you can't judge, discuss with the leader how to deal with the problem better!
For after-sales service, I want to make a summary here: after-sales service is a very important job and an important continuation of sales. If it is done well, it can increase sales opportunities. If you can't do it well, you can also destroy a network.
Therefore, to engage in after-sales service, we must first understand all aspects of this industry. Our after-sales service is a connecting link, on the one hand, we should contact the bottom, on the other hand, we should also contact the middle and even the top. Our service status will not change, we just need to communicate with each other from different angles and images! !
After-sales service summary report 4. I have been in xxxx company for three years. I have been engaged in on-site after-sales technical service, witnessed the company's development and improvement of the system, and I am sincerely proud of it. After three years of work experience, I have accumulated some knowledge and experience about after-sales service, which I share with my colleagues as follows.
First, establish a global concept and do a good job.
No matter what kind of work you are engaged in, establishing a sense of overall situation is the primary issue, and on-site technical service is no exception. I think the overall situation of after-sales service work is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job of after-sales service, and at the same time, in order to feed back the bad situation in the process of product delivery to users in time, so as to improve in time and make the products better meet the requirements of on-site use.
Second, be good at professional skills and be diligent in on-site observation.
With the continuous development of iron and steel industry, refractories should also meet the requirements of new technology. As technical service personnel, it is very important to observe diligently, think independently, communicate with skilled workers on the spot and keep abreast of the application knowledge of refractories in the new environment. Whether a product quality survey can be done well is a yardstick to measure the professional level of technicians and an effective means for technicians to master application knowledge as soon as possible.
Third, being good at communication is better than assisting coordination.
On-site technical service personnel should not only have strong professional technical knowledge, but also have good communication skills. Problems with a product are often due to improper use and operation, rather than poor quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, standardize operations, avoid distrust of products, and even damage the corporate image.
Promoting the company's products to customers is not only the responsibility of business personnel, but also the responsibility of every employee, including technicians. Technicians should be better at assisting business personnel to introduce and promote their products to customers from a technical point of view, and at the same time coordinate the relationship between the project department and site construction and salesmen to play a good role as a bridge.
Under the new situation of iron and steel industry development, especially the recent promulgation of "Iron and Steel Industry Development Policy", the refractory industry is also facing opportunities and challenges. In this context, after-sales service also needs new working ideas. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect after-sales service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect after-sales service system can enterprises be invincible in the competition.
After-sales service summary report 5 20xxxx is a year of extraordinary significance and choice for individuals. The reasons are reflected in two aspects: first, bid farewell to the familiar and emotional work in Shenzhen, and the feelings of reluctance are beyond words; Second, I returned to my hometown of Xiangfan and came to work in Dali Electrician Group, working in a harmonious and United after-sales service team. This exciting and challenging new job will be my working platform for some time to come.
I feel lucky to get the help of so many leaders and colleagues over the past year. In particular, leaders can understand the situation on our site, make practical arrangements, reduce our unnecessary pressure, and make our work mood stable and comfortable. Department colleagues are like family. In our work, we cooperate with each other and learn from each other. The purpose is simple-to improve our technology, better serve customers, solve problems and maintain the company's image.
Looking back on 20xxxx years, I made a personal work summary report from the following aspects as follows:
First, looking back on the road of growth, it is difficult to give up the past work team.
Looking back on my work in Shenzhen for 20xxxx years, I am excited and excited. At the same time, the opportunities and challenges of big cities have given me a lot of consideration and thinking about my future life. At this moment, it is even harder to give up. Faced with the choice of going or staying, I have considered it for a long time. I can continue my previous job, be a senior technician, have a comfortable and leisurely office, and receive good training from world-class big companies. Leaving the company, a new working environment, many things are unknown. At that time, I thought of the story in "Who Moved My Cheese". Only by daring to try to change and break through, life will be more exciting. Therefore, I chose to experience and study in a new working environment.
Second, integrate into the new environment and reposition the work role.
I went back to work in Xiangfan from Shenzhen and worked in the after-sales service department of Dali Group, but the objects and methods of work were really different. It was really uncomfortable at first, but with the help and guidance of leaders and the care and care of colleagues, this uncomfortable psychology soon disappeared. However, compared with the rapid psychological adaptation, the adaptation of working methods is relatively slow. Like the previous work, many things are fixed and relaxed, and the working procedures and methods are relatively simple. However, the practical problems to be dealt with now are often not only difficult, but also difficult to communicate with other companies or Party A, and customer dissatisfaction has also brought some adverse effects to the smooth progress of the work. It is necessary to fully consider and record whether the process and method are properly considered, and improve the ability to deal with problems through the accumulation of time and field experience. We should also fully and effectively communicate with customers on site problems to prevent unpleasant things from happening, so that on-site problems can be dealt with in time and customer relations can be maintained.
My new job and role have given me many challenges, and at the same time, every special service case has given me the opportunity to learn and improve myself. The following is a representative case report, which can be well illustrated.
3. Make continuous progress, update at all times, and do your own job well.
After each on-site treatment, I have developed the good habit of recording the debugging process of roads and sites and the handling process of their problems every time, which has greatly improved my level. Technology itself is a long process of accumulation, and at the same time, we must constantly learn advanced new technologies to arm our minds. Because of the nature of work, it will become a considerable wealth to develop good personal work record habits over time. Through nearly a year's work and accumulation, the company's related products can now be handled independently, and many of them are cultivated by the company, so that they can be independent as soon as possible and produce economic benefits.
Four. Concluding remarks
Looking back on this year's work, although I have achieved a lot, I still feel that I have many shortcomings:
1, just to meet the completion of their own tasks, work development is not bold enough.
2. The professional quality is not improved fast enough, and the new business knowledge is not learned enough and thorough enough;
There is still a gap between my work and other colleagues, and my sense of innovation is not strong.
In the future work, please give us more supervision and suggestions. I will try my best to improve my own shortcomings and strive for better results. As the saying goes, "Little by little, great achievements are made." In the future work, no matter whether the outside work is boring or colorful, I will continue to accumulate experience, work hard with my colleagues, study hard, and strive to improve my cultural quality and various work skills.