After-sales service measures 1. Guiding ideology
1. As the main channel for follow-up communication with customers, customer service department plays an important role, including customer data collection, service product inspection and customer relationship maintenance. With what? Customer-centric? For the purpose, for the purpose? Customer satisfaction? For the goal, strive to do a good job in customer service; Establish the image of quality service, improve the management level of after-sales service, establish a professional team, and raise after-sales service to a new height and level.
2. Around the company's goal of producing and selling 10000 sets in 20 years, we need good service support to build a young, knowledgeable, professional, hard-working and energetic team, and an effective management system and assessment system are needed to manage this team. Give full play to the advantages of service personnel in the front line of the market, collect advanced technical information and potential customer demand information in the industry, feed back external quality information in time and put forward more reasonable suggestions to build a good team. The window? The image should be firmly established? Service marketing? The concept of.
Second, the overall work ideas of the department
According to the requirements of work objectives and the principles of standardization, quantification and assessment:
1, which extends the service function and realizes all-round services of pre-sale, in-sale, after-sale and information feedback.
2. Shorten the service process, avoid multi-head service and realize? A phone call can be dialed, and a phone call can serve the end? One stop service.
3. Strengthen team building, improve the overall quality of service personnel, and comprehensively improve the service image.
4. According to the product sales volume and distribution area, gradually increase the number of itinerant service personnel and shorten the service arrival time.
5. Strengthen the management and utilization of customer files, increase the frequency of return visits, and strengthen the confidence of users to buy again.
6. After-sales work should conscientiously implement the company's policies, and the previous achievements should be maintained. Contradictions found in the operation of the service system shall be subject to the company's objectives.
7, service system quality construction, resolutely implement the service related management system, internal and external service personnel to establish detailed work indicators, in addition to the existing assessment content, supplement the monthly work summary, service process records, etc. , and implement internal training.
Three. job objective
1. During the warranty period, the return visit rate of customers is 100%.
2. The service satisfaction rate is over 98%.
3. The accuracy rate of parts shipment is over 98%.
Fourth, personnel requirements
1, the improvement of staffing; With the development of customer service, the staffing of this department needs to be improved.
2. Improve the internal process of customer service, management training and related management systems; Including the description of the main contents of the customer service department; Customer service center employee code; Customer service responsibilities; Return visit system; Formulate and implement the customer complaint/complaint system.
Verb (abbreviation of verb) customer information management
1. Customer data management: Customer data requires detailed registration of each customer's complete data by region, daily maintenance and good communication with the sales department. Any change of customer address, telephone number, person in charge, etc. Should be made in a timely manner; The information of parts suppliers should be accurate to facilitate the after-sales work of the company and customers.
2. User information management: All after-sales receipts returned by customers are entered into the system for easy searching, statistics and analysis.
3. Product quality information management: collect all kinds of product complaints fed back by customers, do a good job of classification, sorting and analysis, and hand them over to relevant departments of the company for handling in time.
4. Parts quality information management: After-sale warehouse should do a good job of feedback parts quality information, do a good job of data monitoring of important parts such as motor, controller, rear axle, differential, frame, front shock absorber and rim welding, classify, sort and analyze abnormal information in time, and report it to quality inspection department to prevent batch accidents.
Intransitive verbs strengthen customer training and monitoring.
1. The itinerant service personnel will evaluate the after-sales ability of the newly developed dealers or dealers with low maintenance skills in the responsible area, provide technical guidance on site or organize regular training in the company to improve maintenance skills and product expertise; Communicate with customers in time and explain the company's new products and technologies in detail.
2. Customers who are good at after-sales service; Guide and help customers to establish independent after-sales service stores, and independently solve after-sales problems such as maintenance and parts replacement of vehicles sold in the region.
3. Strengthen the supervision and inspection of customer after-sales service, give correction and guidance to those who do not meet the requirements of the company, report serious violations to the customer service department in time, and take corresponding punishment according to the relevant provisions of the dealer contract.
Seven. Complaint management
Customer complaints in the service process should be reflected to the superior leaders in time, and the actual situation should be recorded in detail. And timely sorting to superior leadership; And strictly follow the customer complaint handling process. Should and assist all departments to do a good job in complaint handling, after the incident is handled, sort out the complaint form and file all kinds of handling documents.
Eight, customer service personnel training
With the continuous application of new technology, the shortening of product upgrading cycle and the improvement of customer expectations, the quality and combat effectiveness of customer service personnel must be improved to a higher level, which puts forward higher requirements for training. To this end, the following work plan is formulated:
1, increase the frequency of training work, and divide it into regular and irregular training assessment;
2. Pay attention to the training of combining theory with practical work, and pay attention to the combination of product basic knowledge and practical operation when receiving customers, especially the assessment of actual reception ability. Tour service personnel pay attention to the training of operation skills, daily troubleshooting ability and communication ability to improve the overall combat effectiveness of employees.
Nine, team building
Adhere to the principles of fairness, justice and openness, insist that only team interests can guarantee personal interests, create a learning atmosphere, and enhance employees' service concept and personal skills; Training of professional ethics, service concept and sense of ownership; Molding the working attitude of employee service, paying attention to the excavation of details, and urging employees to actively improve their own quality.
X. perfection of weakness
1. Daily report, information * * *
Send the return visit results and customer feedback to relevant departments in writing every week, so as to keep abreast of customer trends. Use the weekly quality meeting time to comprehensively summarize customers' opinions and feedback, summarize the service quality of the week, formulate relevant rectification measures in different categories, and focus on checking the implementation of rectification measures.
2. All departments cooperate in various ways to reduce customer complaints.
When the customer service department receives customer complaints or finds that customers are dissatisfied during the company's internal return visit, it shall notify relevant departments and personnel in writing. And the customer service department will contact the customer again according to the department's solution to confirm customer satisfaction.
After-sales service measures time flies, I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.
As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, the next step, I need to overcome and improve, and strive to do a good job in the following aspects of customer service:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1. As a customer service staff, I always think it is not easy to do simple things well. Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of customer first and service first; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.
Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.
Third, handle customer complaints and complaints.
1. Create a customer complaint form or complaint registration form.
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2. Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint, discuss the solution and reply to the customer in time.
3. Follow up the implementation of the processing results until the customer's reply is satisfactory.
The above is just my work plan for 20 years. I will try to do better in my 20 years of work, learn from my predecessors, do a good job with all my colleagues and face new challenges together.
After-sales service measure 3. Improve customer conversion rate
1 to improve the quality of customer information. Improve communication skills with customers. When communicating with customers, judge customers' purchasing tendency and purchasing power, filter out customers who are insincere and have no potential purchasing power, and keep potential customer information for sale.
2, do a good job with sales. When paying a return visit to customers, customers who are interested but have not yet got in touch with sales will pass the customer information together with the return visit information to the sales manager again for timely feedback and reminding sales contact.
Second, answer customers' questions comprehensively.
Customers will communicate with people with various questions, especially as customer service, customers need to learn as much information as possible from here. Therefore, in order to close the distance with customers, I hope to learn some knowledge that customers care about, such as bidding, contract, payment, delivery and other sales-related matters mentioned by customers through my own study and communication with relevant sales colleagues. In the communication with customers, customers will mention the knowledge of offline market. In the customer service work, I think I don't know the market situation under the product line and can't handle the customer's problems well. In next year's work, if possible, if it is related to my work, I hope to contact the corresponding product manager and give me some support in my work.
Third, pay attention to improving their online marketing ability.
First of all, we need to start with the reception of online customers. When the marketing department and backstage colleagues have no time to receive the target customers, the network department can receive the target customers and help them explain the products. In particular, network customers come to the company to see the equipment, and strive for the network department to receive the target customers independently. It is necessary to know the knowledge of the main products promoted by the network department and the basic market situation of the products, such as photon rejuvenation instrument, Q switch, led photodynamic, co2 therapeutic instrument, semiconductor hair removal, hydrodynamic and 308 excimer therapeutic instrument. The knowledge of these products will be strengthened next year.
Fourth, avoid the obstacles of checklist information.
When receiving the inquiry from the target customer, record the customer's unit name and installation location. Among all the clients consulted this year, the company names of 993 clients were completely recorded, accounting for 68% of all clients. In next year's work, we will strive to raise this ratio to 85% to facilitate billing.
This year's work is drawing to a close, and next year's work will be carried out in an orderly way, and efforts will be made to become a professional network personnel with a better working attitude.
After-sales service measures 4 1. Organize customer data and establish customer files.
When a customer sends a car to the factory for maintenance or comes to the company for consultation and negotiation on automobile beauty, after completing the relevant formalities or negotiation, the business department will sort out and tabulate the customer's relevant information, establish a file, put it in a file bag, and make a 4s shop after-sales work plan within two days. Customer information includes: customer's name, address, telephone number, date of maintenance or visit, vehicle type, vehicle number, vehicle type, maintenance items, maintenance cycle, next maintenance cycle, services that customers want, and maintenance records in our company (see? Basic data table of customer files? )。
2, according to the customer files, research customer needs.
According to the customer file, the business personnel study the customer's demand for automobile maintenance and related services, and find out? Maybe next time. The contents of the service, such as informing customers of regular maintenance, informing customers to participate in our company's networking activities, informing our company of preferential activities, informing customers to enter the factory for maintenance or free testing on time and so on.
3. Contact customers by phone or letter, and provide follow-up services.
Business personnel contact by telephone so that customers can get the following services:
(1) Ask customers about their car use and their opinions on our service;
(2) Ask customers whether they have new service requirements for our company in the near future;
(3) Inform relevant automotive application knowledge and precautions;
(4) Introduce the services provided by our company to customers recently, especially the new service contents;
(5) Introduce all kinds of preferential networking activities recently arranged by our company for our customers, such as free testing week, preferential service month, new knowledge party on automobile application, etc. , indicating the content, date and address;
(6) Consulting services;
(7) Visiting customers
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