After-sales service is a kind of service after the products are sold, which is related to the maintenance and improvement of the company's products and is also an important platform to strengthen communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and indirectly affects sales performance. I have worked in the after-sales service department for eight months and have a deeper understanding of the company's products and after-sales service than before. After-sales service department is a very indignant, but it is also a very trained profession. After eight months of after-sales service, I have a certain understanding and experience of after-sales service:
First, establish a global concept and do a good job.
No matter what kind of work you are engaged in, establishing the overall situation consciousness is the primary problem. On-site technical service is no exception. I think the overall situation of after-sales service is to "establish corporate image, which is an important part of customers' satisfaction and loyalty to the company's products", protect customers' interests to the maximum extent and improve the core competitiveness of the company's products. Do a good job of after-sales service, and at the same time, in order to feedback the bad situation in the process of product delivery to users. In order to get timely improvement in subsequent products, so that products can better meet the use requirements of the site and customers.
Second, be good at professional skills and be diligent in on-site observation.
With the continuous development of shipbuilding industry, the continuous improvement of automation, and the emergence of new products and technologies, an after-sales service technician should be diligent in observation, think independently, communicate with on-site technical workers, communicate with after-sales technical service personnel of other companies, understand the development direction of shipbuilding industry and the technical ability development requirements of service technicians, and be able to serve new products in the future better and faster.
Third, it belongs to communication work, which is stronger than assisting coordination.
On-site technical service personnel should not only have strong professional technical knowledge, but also have good communication skills. Many times, the problem of a product is due to improper operation, not the poor quality of the product reflected by customers. At this time, after-sales service personnel need to find out the crux, communicate with customers, standardize operations, avoid distrust of products, and even damage the corporate image.
In the new situation of shipbuilding industry development, in the face of the recovery of shipbuilding market, after-sales service industry should have new working ideas. Enterprises need two feet to make steady progress: first, improve product quality to make the use of products more convenient and concise; second, improve after-sales service, and timely distribute the problems existing in the company's products to relevant departments in the form of information contact sheet and after-sales service summary to prevent similar products from happening again.
2. Annual summary report of after-sales service
In a blink of an eye, I've been in China for a year, working as an after-sales engineer in Chinese society. With the care and help of leaders and colleagues, I quickly entered the role. The company is committed to being a science and technology service provider in China, providing first-class after-sales service for customers, taking "honesty as the foundation, serving customers as friends" as the service tenet, "truthfulness and credibility" and making continuous efforts. As a member of China society, I feel very honored and proud. At the same time, I also know that only by constantly improving my business level and maintenance technology and working harder can I meet the needs of the rapid development of maintenance centers. I. Main responsibilities:
In the company, I am mainly responsible for the installation and maintenance of national self-service payment terminals and POS machines.
Second, the recent plan:
1, study hard professional knowledge, notebook maintenance, desktop maintenance, monitor maintenance, data recovery, etc. Strive to be a maintenance generalist.
2, study hard management knowledge, self-sublimation, and share worries for leaders.
Self-evaluation:
Strong communication, adaptation, management and innovation ability, self-motivated, team spirit and affinity, like to meet new challenges, and have a good understanding of Zhongguancun electronics industry.
The leadership has given me a lot of room for development and allowed me to give full play to my abilities. Thank you for your leadership. I will continue to work hard and give full play to my ability for the development of the company. Hailong maintenance center, which I represent, always keeps in mind, constantly demands itself in words and deeds, serves customers with a smile, and makes customers satisfied and returns satisfied.
3. Annual summary report of after-sales service
During this period, the work was busy and full. Looking back on my past work, I have both the joy of success and the regret of loss, but more of an expectation for my future work. The work is summarized as follows: 1. Adhere to the overall concept and do a good job.
No matter what job you are engaged in, adhering to the overall understanding is the primary issue, and on-site skill service is no exception. I think the overall situation of after-sales service work is to "adhere to the corporate image and make customers satisfied and loyal to the company's products." Restricting and safeguarding the interests of customers is the main component of improving the core competitiveness of our company's products. Doing a good job of after-sales service is also the publicity of the company's products and the spy collection of the company's product functions, so as to make real-time improvement and make the products better meet the requirements of field application.
Second, being good at communication is better than assisting coordination.
On-site technical service personnel should not only have strong professional skills and common sense, but also have excellent communication skills. Problems with a product are often due to improper operation, rather than quality problems reflected by customers. So at this time, we need to find out the crux of the problem, communicate with customers, standardize operations, and then prevent distrust of products and even damage to corporate image. It is a powerful publicity for the company's brand image to communicate with customers in daily work and satisfy customers.
Third, skilled in professional skills and diligent in on-site inspection.
With the continuous development of the electronics industry and the increasing competition, how to do a good job in computer after-sales service is also a powerful card to enhance the brand competitiveness of the company. As a skilled service person, I should be diligent in on-site inspection, think independently, communicate with colleagues more, and strive to continuously improve my professional level. Every excellent after-sales service represents customers' further trust in our products.
Fourth, the level of common sense skills and practical proficiency.
In my past work, I have learned something. Attitude is very important at work. Be enthusiastic in your work, and keep smiling in the sunshine, so as to bring people closer and communicate with customers. Especially after-sales service, positive thinking and peaceful mentality can promote the improvement of work and the smooth progress of work, and good methods, skills and judgment are needed in after-sales work to make the work go smoothly.
4. Annual summary report of after-sales service
Since I became the after-sales service technician of XX Electric Appliance Company, I have worked hard and accomplished anything. 1, learn the technology of this major well.
No matter what job you are engaged in, professional skills will always be the foundation of your foothold. As after-sales technology, although the required technology is not necessarily as high as that of R&D personnel, the most basic thing is to understand. At least when customers ask questions, you can answer them immediately and help them solve the problems well. At first, I always said how the salary was so low, but now I think about it, I am relieved. Even if I earn 10 thousand a month there, what will you exchange it for? Before I came out, I was full of confidence, but after several contacts, I found myself too immature. Sometimes I want to go back and don't want to think about it. I can't go back in vain, I have to get something. Therefore, I think it is most important to learn technology well. First of all, it is based on development and sustainable development. Only by laying a solid infrastructure can we afford to build tall buildings in summer. However, it is not so easy, boring and involves a wide range to learn the technology of these industrial automation products well. You must also have a hopeful heart for technology. Especially after-sales technology, we should not only know this product, but also know where it is used, what machinery, what system driver and so on. You can't learn these things in a day. To get a general understanding, we must experience some unknown darkness, study, work, explore and think. I believe that people in this field must have experienced some unknown darkness to achieve today's achievements. So I'm nothing, I'm just a grassroots, and I need to learn again.
2. Learn to communicate with others.
In our work, dealing with people is essential, and having good communication skills may make you get twice the result with half the effort. Also, every time you go on a business trip to work on the spot, you should be mentally prepared, because the customer's mood is uncertain. After all, buying our products has caused him some losses, and he will vomit in your face at any time, so he has strong pressure resistance. At this time, I can only handle it carefully. I usually just say, "Don't worry, I will help you solve the problem as soon as possible." Also, when going out, be careful what you say, try to start from the customer's psychology, have a good attitude, and never contradict others, who are our gods. When communicating with customers, the technical requirements you are engaged in are also very high, and the most frequently asked questions in communication are technical questions; Sometimes I will struggle with some technical problems that I don't understand. If the answer is "hmm, ah, oh", it will be troublesome; Don't answer such questions directly, start from what you know and try to move to other places, as long as you can help him solve the problem anyway; Otherwise, customers will doubt your people, and at the same time, it will also cause losses to the company's image. The most terrible thing is that he suddenly said,' Are you going to do it?' In that case, his self-esteem will be greatly affected. Therefore, when communicating with others, you either don't want to solve the problem quickly on the spot and then leave, or try to talk nonsense to others as little as possible.
3. Prepare beforehand and summarize afterwards.
When you receive a call from a customer, you must first look at the disintegration and see if you can solve it by phone. If you want to go to the site, then analyze what caused the failure, and then know from the analysis that you should probably prepare components and tools. As the saying goes, "success is for those who are prepared." After completing the task, make a summary and write down the situation on the spot, such as: what machinery is our machine used in, what parameters are used, input and output voltage and current, etc. Finally, the reasons for the failure are analyzed. This is a better way to improve technology, which is also required by the company.
There is also that the scene of business trip is not as beautiful as others say, and a person's journey is always so lonely; I also have to endure loneliness, boredom, disassembling machine tools and repairing frequency converters, fearing being dirty, suffering and tired. These are the basic requirements for after-sales technicians. If you can resist, you can resist bravely, but you can't just put it aside; After all, there is a company behind it and so many partners to support it! It is said that after-sales service is a marketing process and the beginning of re-marketing. I think I will try my best to maintain the brand image of the company and strive for the interests of the company.
5. Annual summary report of after-sales service
I have 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", the goal of "achieving customer satisfaction" and the principle of "obeying leaders, uniting colleagues, studying hard and working hard" as the principle, and earnestly completed the tasks assigned by leaders, and my own 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, receiving daily affairs, documents, faxes and telephone calls, consulting and receiving customers in stores, and conveying the received customer business to the responsible salesmen in various regions in time. These jobs are very inconspicuous, but they are also an important continuation of sales, so there are many calls, and every time a customer 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, and customers feed back product failure information. This problem seems simple, but it is not so easy to do. First of all, we should keep a good attitude and listen carefully to every customer's complaints about poor product quality and high detection level. As after-sales service personnel, we must have strong professional and technical knowledge, good communication skills and communication with customers, and analyze the reasons. Not all of them are not as good as the quality reflected by customers. Many customers are often caused by improper operation. Users are not familiar with which part of the product is operated and do not operate in a guided way. According to the specific situation, guide customers how to operate and pay attention to details, avoid repeating similar mistakes, find out the crux, improve customers' maintenance level of application products, so as to avoid distrust of products and even damage to corporate image. With the cooperation of company leaders and colleagues, we sorted out, established and improved the terminal sales points in various regions. Telephone is convenient for users to buy products near themselves. It also improves the loyalty of agents to * * 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.