What does after-sales service mean? After-sales service is an important measure for product production units to be responsible for consumers, and it is also a way to enhance product competitiveness. The content of after-sales service includes 1. Installing and debugging products on behalf of consumers; 2. Providing technical guidance on usage according to consumer requirements; 3. Guaranteeing the supply of repair parts; 4. Responsible for maintenance services; 5. Maintaining products Implement the "Three Guarantees", namely repair, replacement and refund. Many people now think that product after-sales service is the "three guarantees", which is a narrow understanding; 6. Handle letters and visits from consumers and answer consumer inquiries. At the same time, various methods are used to collect consumers' opinions on product quality, and timely improvements are made according to the situation. After-sales service strategy Comprehensive after-sales service strategy: refers to the company providing consumers with all the services required throughout the product after-sales process. This strategy is applicable to almost all products with high economic value, long life cycle, complex structure and strong technicality. At the same time, It can obtain consumer satisfaction to the greatest extent, enhance the competitiveness of enterprises, expand market share, and bring good economic and social benefits to enterprises. Under the conditions of market economy, enterprises are forced to engage in fierce competition in terms of talents, quality, price, etc. Competition in after-sales service must be an important means for enterprises to adopt effective competition strategies. A comprehensive after-sales service strategy can achieve the desired effect that partial services cannot achieve, maximize the effectiveness of products and promote sales. Therefore, it is the development direction of enterprise product service strategy. In the early 1970s, Japanese automobile manufacturers were eager to open up the vast European market. In order to increase the popularity of Japanese automobiles and win the favor of European customers, they adopted an active advertising campaign, a high-quality and low-price marketing mix strategy, and a series of marketing strategies. means, but neglected after-sales service, so it never achieved the desired results, and its market share was only 12%. After a while, smart Japanese businesses adjusted their product strategies and established tens of thousands of car service and repair outlets across Europe. They adopted a comprehensive after-sales service strategy to eliminate customer dissatisfaction, increase the popularity and reputation of Japanese cars, and make Japanese cars more popular. The market share suddenly reached 43%, which achieved the expected results. Special after-sales service strategy: refers to the company providing consumers with after-sales services that most other companies do not have. To meet the needs of consumers to the greatest extent, this strategy is suitable for products with relatively high economic value and not too long life cycles, especially seasonal and patented products. This strategy often has the following characteristics: (l) Reflecting the company's excellent product features and unique service items, it not only meets the material needs of customers, but also provides them with full psychological enjoyment. (2) Meet the special needs of special consumers. Due to different physiological, psychological and cultural backgrounds, some consumers have special service requirements. Enterprises should satisfy them through special services. Competition in product after-sales service is a reflection of the wisdom and innovation of operators. Strong competition, good thinking and originality will inevitably expand product sales and win the popularity of consumers. An air conditioner manufacturer in southern my country once held three "Best Product in My Heart" Grand Prix competitions during the Spring Festival. It was published in newspapers and tens of thousands of leaflets were printed. At the same time, it sent sales staff to door-to-door explanations. And provide free air conditioner maintenance services. In this way, the image of the manufacturer is not only deeply rooted in the minds of consumers, but also expands its influence. There are many consumers, which brings good economic benefits to the company in the summer of that year. and social benefits. Appropriate after-sales service strategy: refers to the company only providing specific services to buyers for certain service items based on business objectives, market environment, product features and consumer needs. This strategy is generally suitable for small and medium-sized enterprises. Due to limitations of human, material and financial resources, these enterprises can only provide appropriate and best after-sales service projects for most consumers in order to control production costs and service costs. Otherwise, the service cost and price of the product will increase significantly, and the sales volume of the product and the economic benefits of the enterprise will tend to decline. Since this after-sales service strategy only provides appropriate after-sales service items proposed by consumers and abandons other service items, consumers will not get the comprehensive service they hope for, resulting in dissatisfaction, which may even turn into dissatisfaction when the dissatisfaction is relatively strong. Purchasing competitors' products will lead to a decline in the company's product sales, market share and economic benefits. Therefore, this strategy can only be adopted when consumers attach great importance to product quality and price, but do not attach much importance to product after-sales service, and there are not many service items and contents.
Some garment factories and shoe factories adopt this service strategy. In short, the advantage of an appropriate after-sales service strategy is that it can effectively reduce and control production and service costs, and invest the company's limited human, material and financial resources into the development and production fields, thus expanding the production scale and opening up the market. The disadvantage is that it may Cause consumer dissatisfaction and weaken competitiveness. English Online Services Therefore, when using this strategy, you need to carefully identify your services. Service content and service objects, while improving after-sales service strategies in a timely manner as corporate strength and market demand continue to change. Basic standards for after-sales service quality 1. Corporate leaders attach great importance to after-sales service and formulate relevant service systems and incentive mechanisms. Once the after-sales service personnel meet the standard requirements or are higher than the standard, they must be reflected in the rewards and punishments for employees. This is all after-sales services The most basic prerequisite for work. 2. Standards for after-sales service personnel: those who have been engaged in sales, management or technical production work in the industry for more than five years, have a high level of knowledge, have a college degree or above, are well-educated, and have strong self-learning ability and self-improvement requirements. 3. Evaluation principles for after-sales service work: service personnel must keep records of their work every time after serving customers and report to leaders once a month. Those who fail to complete service work as required and receive complaints from customers will be punished. . 4. Set up a service hotline, preferably the 800 toll-free number (because there are no customers who have to pay for long-distance calls), 24-hour service, and require responses to customer questions within 4 hours. 5. For door-to-door delivery, the delivery time shall be agreed with the customer based on the distance of the road, and shall not arrive beyond the time requested by the customer. If delivery is delayed for non-objective reasons, monetary compensation will be given for one day's delay. 6. The goods will be shipped as soon as the customer's payment is received. Under normal circumstances, the goods cannot be shipped within two days. If there are any concerns due to special reasons, the goods must be communicated with the customer immediately. 7. When a customer comes to visit, there will be a dedicated person to attend to the customer. The customer will be served during the entire process until the customer leaves. Do not neglect or neglect the customer. The service work includes arranging the customer's accommodation, assisting the customer with work, helping the customer contact the appointed staff, helping the customer order return tickets, etc., due to the reception Those who fail to receive customer complaints will be subject to monetary penalties. 8. Service personnel should have plans to visit customers. Generally, high-level service personnel will visit once every six months, and ordinary service personnel or salesmen will visit once a month. 9. Provide customers with various skills training for free, such as technical training, sales skills training, etc., and implement it within one month after the customer makes this request. 10. Test oil products for customers free of charge. After receiving the oil sample, the oil sample will be tested immediately and the test results will be notified to the customer within 24 hours. 11. Assist customers in handling quality complaints and other issues in the market, ensuring that complaints are answered within 24 hours and completed within one month. 12. After establishing an agency relationship with the customer, we must deliver the goods to the customer within ten days in accordance with the contract and provide services such as facade decoration, market promotion, product manuals, picture albums, posters and other items. 13. Assist customers in planning marketing, promotional activities, etc., which must be completed within 20 days after the customer requests it. 14. If the customer's industrial and mining enterprise or fleet is itself a user of oil products, after establishing a direct sales relationship with the customer, it is required to provide usage guidance services to the customer within ten days, track the customer's use during the use, and report to the leader every quarter. Condition. 15. If a service staff receives complaints from customers due to their words, behavior, service attitude, or improper service methods, which damages the interests of the company and is found to be so, a warning will be issued for the first time, a punishment for the second time, and a dismissal for the third time. After-sales Service Management System 1. After-sales Service Management Measures □ General Principles (1) In order to improve operating efficiency and strengthen after-sales service, our company has formulated these measures. (2) These measures include three chapters: general principles, service operating procedures, and adjustments to customer opinions. (3) The processing of service income and parts requisition of each unit shall be handled in accordance with the "Cash Receipts and Expenses Processing Procedures" and "Inventory Accounting Processing Procedures" in the company's accounting system. (4) The service department is the after-sales planning unit of the company's products. It should maintain direct and close contact with the service center and branches. The approval of service work shall be handled in accordance with the company's division of powers and responsibilities. (5) These measures shall be implemented after being submitted to the general manager for approval and promulgated, and shall be revised at the same time. □ Maintenance and maintenance procedures (6) The company's after-sales service operations are divided into the following four categories: 1. Paid services (A) - Anyone who maintains or maintains the products sold by the company for customers and charges service fees from customers is classified as To this type.
2. Contract services (B) - Anyone who maintains or repairs the products sold by the company for customers, and charges service fees from customers in accordance with the provisions of the product maintenance contract signed between the company and the customer, falls into this category. 3. Free service (C) - Anyone who maintains or maintains the products sold by the company for customers and is exempt from charging service fees to customers during the free guarantee period falls into this category. 4. General administrative work (D) - All internal general administrative work related to services, such as work inspection, parts management, equipment and tool maintenance, short-term on-the-job training and other work that does not fall into the first three categories, fall under this type of general administrative work. (7) The form (Table 14.6.1) used in relevant service operations is stipulated as follows: (8) When the service center or the service team of each branch receives a call or file from a customer for repair, the salesperson of the unit should notify the customer immediately The name, address, phone number, product model, etc. are registered in the "Repair Call Registration Book", and the "Service Voucher" of the product model is extracted from the customer information bag and sent to the supervisor for dispatch. (9) The technical staff will go to the customer's site for service with the "Service Voucher". If the service can be completed on the spot, the customer will be asked to sign the service voucher and return it to the salesperson to cancel it on the "Repair Call Register" and report the service Voucher archiving. (10) For paid services, if the fee is lower, the technical staff should charge the household on the spot and hand the money to the accountant to send a replacement invoice. Otherwise, the "service voucher" should be presented to the accountant on the same day. Issue an invoice for additional charges. (11) If a service cannot be handled properly at the site, the technician should bring the product back for repair. In addition to the technician issuing a "Customer Product Collection Receipt" and handing it to the customer, the customer should also be asked to print it on his "Service Voucher" Sign for approval, then bring the goods back to the salesperson, log in the "Customer Goods Entry and Exit Registration Book", and fill in the "Repair Card" to prove the construction repair. (12) Each completed "repair card" should be hung on the product, and the technician should fill in the actual repair usage time and replacement parts in detail. After the product is repaired and verified by the director, it will be reported to the "customer Indicate the date of return of the goods in the "Commodity Entry and Exit Register", and then send the goods with the "Service Voucher" to the customer for signature. At the same time, the technician's original receipt given to the customer is retrieved and invalidated, and the "Service Voucher" is filed.