Customer service is usually done by telephone, but it can also be done by mail, chat, fax, self-service or email. It includes: pre-sales services: market research, product design, product description and consulting services. Sales service: the services provided by the seller to the buyer during the product transaction, such as reception service, delivery service, product packaging service, etc. After-sales service: any service related to the goods sold and beneficial to the buyer's characteristics, mainly including delivery, installation, product replacement, repair, maintenance and technical training.
What services does computer after-sales service include?
1
Computer system installation and maintenance:
Reinstalling the system is the first important service item for fans, and it is also the ultimate magic weapon to solve computer problems. After installing the system, common software installation and system maintenance are the first step, and they are also essential operating procedures.
Hardware fault detection and replacement;
When the computer can't start or some hardware needs to be updated, it is one of our tasks to detect the necessary hardware of the user's computer. For faulty hardware, we can also provide sales services.
* * * Assembling and selling computers:
When we are engaged in computer maintenance, many customers will propose to replace the computer or need to configure a new computer. At this time, we can provide recommendation, budget and agency services for assembling and OEM computers, of course, the price should be reasonable.
Network installation and maintenance:
Network companies are mainly responsible for network installation, but we can also provide consultation and comparison, mainly the installation and maintenance of routers, as well as the detection and maintenance of network impassability or intermittent problems. Install and maintain home monitoring equipment;
At present, there are many things about the installation of network monitoring and the maintenance of some families after installation and monitoring. We can also carry out this work.
Cleaning and protection of computers and other equipment;
Many families' computers and ancillary equipment are slowly aging, and at the same time, their homes are easy to become messy. All kinds of equipment gradually accumulate a lot of dust and look old and dirty, so computer cleaning is also a big business for computer maintenance personnel.
The establishment of home theater is also a big choice:
Due to the popularity of projectors and a large number of online movies, many families need to have a home theater, which is a great recommendation of our computer maintenance staff. You can try.
Editing and video production of electronic photo albums;
With the popularity of digital cameras and video cameras, many users need to do some processing on digital photos, such as editing electronic photo albums, making videos, carving and saving. You can also provide this service.
Website production and maintenance:
Nowadays, in the era of advocating individuals, many people or families want to have hobbies such as personal websites. If you have this specialty, you can also provide services such as website production and maintenance.
Maintenance of smart phones and root, etc. ;
Now everyone has a smart phone, but many people still lack knowledge about smart phones, such as root, system installation and use. If we have this specialty, we can also combine it to provide this service for our customers.
Some edge services:
For example, the application of the network, the correct use of the system, the use of online search and chat tools, and all kinds of things that customers don't understand. As computer maintenance personnel, we can provide consultation and additional services for free, but they are also very welcome to provide them as additional services. I hope I can help you.
What does automobile after-sales service generally include?
According to the definition of automobile industry in developed countries, modern generalized automobile after-sales service mainly includes maintenance, conservation, rescue, information consultation, insurance, used car trading and so on. However, as far as the development level of domestic automobile industry is concerned, the so-called after-sales service in China is mainly maintenance service, and the work of service consultants is mainly business reception, document management, customer file management, customer tracking, reminder service and customer complaint handling.
What are the after-sales service contents of elevators?
After the sale of the elevator, in addition to the maintenance of the elevator, there are appropriate upgrades to the elevator. Alliance elevator after-sales service is first-class, efficient and timely.
What does after-sales service include?
After-sales service is the best communication bridge between suppliers and customers or consumers, so how to do after-sales service is directly related to the problem of repeat customers.
After-sales service generally includes the following points:
1. After the goods are delivered, the customer's satisfaction with the products should be consulted first. If it needs to be corrected in time, it should be done immediately, and don't leave worries for customers;
2. Visit customers regularly after delivery. If there are any problems or questions during the return visit, solve and answer them immediately, and do a good job of communication with customers to satisfy them;
When you receive a call for help from a customer, you should act immediately. If it can't be put in place immediately, we should also give the customer an explanation, make an appointment for service time, stabilize the customer's mood and let the customer have a psychological preparation.
When solving problems for customers, whether it is your own responsibility or not, you should do your best. For problems that are not your own responsibility and cannot be solved, you should inform the cooperation unit in time and not delay the customers.
When the products mentioned in * * * exceed the warranty period, we should also provide "on-call" service. If you need extra charge, you should make it clear to the customer, and you can't cheat and fool the customer.
What I said about after-sales service is just a general idea. All walks of life need to formulate more reasonable after-sales service content and regulations according to their own industries.
What are the main contents of LCD TV after-sales service?
General after-sales include: troubleshooting and maintenance, accidents caused by product quality, product use and product replacement. In detail, there are still many, which can only be roughly classified. As long as the product quality problem causes adverse factors or consequences, it should belong to after-sales. Now many small manufacturers are not responsible for after-sales, only some large enterprises will be responsible. When buying products, you should choose some products that are recognized by the public to prevent personal interests from being damaged ~ ~!
What does after-sales service include?
If I remember correctly, it's free for one year. 1 year later, it will cost.
What does the after-sales service of IT products mainly include?
Motherboard bios upgrade, LCD monitor maintenance, some memory is lifelong, hard disk warranty for three years, in fact, basically one year warranty.
What does Taobao's after-sales service include?
Generally, it includes refund processing, return processing, logistics tracking, product after-sales problem solving and return reason summary analysis.
What are the common after-sales service problems of enterprises?
Reprint the following information to you, I hope it will help.
Common after-sales problems mainly include products, services, logistics and buyer factors.
Products mainly include product quality problems, color difference problems, code number problems, defects, style errors, many light leakage problems, baby pictures do not match the real thing, out of stock and so on.
Services mainly include the attitude of pre-sales customer service, misleading sales of pre-sales customer service, attitude of after-sales customer service and handling efficiency of after-sales customer service.
Logistics mainly includes problems such as wrong delivery, delayed delivery, quality and loss of express delivery.
The buyer's factors mainly include the need to modify the receiving information after being photographed, the problem that the merchant failed to deliver the goods after being photographed, the problem that the buyer applied for a refund after being delivered by the merchant, the problem that the courier could not be delivered normally because the buyer left the wrong receiving information, the problem that the buyer was on a business trip or left the receiving place, the problem that there was no reason to return the goods after 7 days, and the problem that there was no reason to return the goods after 7 days.
Below, we will introduce some common solutions to the above-mentioned after-sales problems one by one.
If the customer complains about the quality of the goods, we can ask the customer to take pictures and send them to us for picture confirmation. If the picture is an obvious quality problem, then the merchant can directly tell the customer that the merchant will bear the freight to help the customer exchange the goods. Maybe some customers will worry about the quality of goods because of this quality problem.
Then when the customer asks for a refund, the merchant should not directly agree. Explain the causes of quality problems first, and then tell customers the advantages of this product and the real praise of customers, so that customers can give up the refund and accept the exchange method. This treatment is to minimize the loss of the seller. Of course, this specific problem is analyzed in detail. It mainly depends on the atmosphere of communication with customers and the actual situation of buyers and sellers (buyers have to travel, it is not convenient to change, sellers don't have this color, and so on). ).
If it is a customer service after-sales problem, you must apologize to the customer on behalf of the customer service who made a mistake. For example, customers have some misleading language in the process of guiding customers, which leads customers to buy the wrong goods. After we understand the situation, we apologize to the customer first, and then offer to bear the freight to help the customer exchange or return the goods (this is the attitude of the seller, but we don't really want the customer to exchange or return the goods, please pay attention).
Then look at the customer's reaction. If the customer can accept our attitude (we can understand it from the customer's reply), then we will further ask him if there is any quality problem with the products he received, and whether it will affect the normal use. If the customer agrees to negotiate a refund, then as after-sales customer service, don't tell him the compensation amount directly, but tell him why he compensated so much. The general compensation amount shall be subject to the freight and the unilateral freight. For example, if it is the same city, we can negotiate a refund within 10 yuan. If it is from other provinces, you can negotiate 10- 15 yuan. If the value of the commodity itself is relatively high, we can negotiate a refund of 20-50 yuan, depending on the profit of the commodity, and negotiate a mutually acceptable amount (the bottom line is to ensure that the merchant still has some profits). If the customer's compensation amount is too high, you can politely refuse, which is really bad, so you can only bear the freight and accept the return.
If there is a problem with logistics, first appease the anxiety of customers, then listen to the feedback from customers carefully, and try to show our helpless thoughts in the conversation with customers (logistics belongs to the third party). He also said that it is very important for customers to receive goods safely. We need to give the customer a deadline to handle this matter, such as 24 hours, 48 hours, and it is best not to exceed 24 hours, otherwise the customer is likely to apply for a refund directly.
After negotiating the processing time with the customer, contact logistics as soon as possible to find out the reason, and ask logistics to contact us actively after finding out. When we get in touch with logistics, we should explain our current after-sales progress to our customers, and let them know that we are helping them deal with the problem, not perfunctory (this is a detail, a personal habit, and I think we can learn from it). If the logistics party gives us the reason that the goods are lost, we must contact the customer as soon as possible, explain the reason and promise to reissue them for the customer. If the customer says that the time is too late, we can send SF Express according to the customer's receiving information, or accept the buyer's refund. In short, we can't ignore our customers.
If the buyer causes some after-sales problems, there will generally be disputes over freight charges, so be patient. ......