4 thoughts on “How to do a good job of after -sales service”
Cody
How to do a good job of after -sales service? 1. Good mentality, tolerance, tolerance 2. Integrity, saying. 3. Good knowledge. 4. Limited technology limited technology The premise (providing additional services, compensation technology defects) 5. Establish a customer file (classified ABC) . In encountering customer problems (solve problems, comprehensive responsibility) 7. Customer requirements: ) Be careful, otherwise there is a sense of loss ) Customer requirements are listened (difficult, problem) ) Customers ask us to professional service 4) It is necessary to quickly respond to solve the problems raised by customers (indicating the opinions of the customer) 8. Contact customers actively, do not let customers find you. 9. Establish a customer file (category ABC). , My promise at the time. Now and with me the situation. Themodia, processing, satisfaction with products or services. (Requires AB customers to introduce new customers to you) 10 humanized services , A center, the background of the customer. Two basic points, emotional lines, win in details. (Put a small gift in each box), and the customer will compare the person who provides him. 11 11 11 . Solution of product quality problems: 1. Timely (feedback) 2. Professional 3. Attitude to tolerate and tolerate 4. Guide customers, how to solve problems 12. Solution on service problems: 1. Problem Solving the customer's service process single record table 2. Courage to take responsibility, do not shirk responsibility. (In person or book letter) 12. Summary experience lessons. R n 14. Professional, personalized, good attitude. This currently after -sales service in the domestic lubricant industry The enterprise has formulated the after -sales service system and has the corresponding system. The key factor is people. After -sales service personnel are the providers of service behavior. Their quality, knowledge, personality, etc. will affect the quality of the service. The process of providing the service is an interactive process that requires knowledge and skills. There are many comprehensive quality requirements, especially those employees who do full -time after -sales service in the enterprise, have high requirements for their superb service skills, and not generally use miscellaneous people to do it. At present, there are many companies in the lubricant industry. It also attaches great importance to after -sales service and also implements after -sales service. However, because they do not know enough about this job, the skills they have in this job have a large -level gap between the skills and normal people. It is often manifested in this category. 1. Simply for technical personnel, you can only do some technical consultation, oil quality complaint processing, etc., purely serving the technical service, not to meet the comprehensive real after -sales service requirements. 2. part -time by the salesperson. If there is no full -time personnel in the enterprise, they will designate one or two outstanding salespersons part -time. They have poor knowledge about oil products, some of them are insufficient literacy, and they do not have the overall work concept. Things, not their customers do not actively serve, make the service work incomplete, incomplete, and biased. 3. Effective people who are worked by idlers. There are always some "excess" and difficult to eliminate in the industry, such as leading relatives or other companies. "Review" to the service location, such personnel do not understand the knowledge of oil products, have no sales capabilities, and have no market operating skills. They have poor nourishment. The worst candidate. 4. Part -time jobs from other departments, such as the enterprise responsible for ordering or dispatching personnel, or internal clerk, etc., their jobs are limited to listening to the phone, passing the company's customers' question information. Serve customers. The unsatisfactory service performance of informal service personnel often makes the company's shortcomings from being able to benefit from after -sales service work, and it will also harm customers and harm the company's interests due to improper handling. So, what do those personnel apply to after -sales service? How high is the requirements for employees after -sales service? If the enterprise can't find such masters for the time being, how can they train the better employees inside to engage in after -sales service? This is forced by many lubricating oil companies to think and realize it. The conditions that after -sales personnel should have The after -sales service work is a work with a high comprehensive skill requirements, and the requirements for after -sales service staff are also quite high. I believe that those who can be able to engage in or be competent in this job must have the following conditions: 1. At least five years of experience in working in the lubricant industry, it is best to engage in technical work or sales work for several years for several years Experience, knowing the status quo of the market, understanding customer needs, and understanding of some enterprises' operations and service channels. 2. Personal cultivation has a lot of knowledge, with a high level of knowledge, such as a bachelor's degree or above, familiar with the knowledge of oil products, and has the knowledge of machinery, devices, and equipment used for sale products. 3. Personal communication ability, good oral expression ability, politeness to others, knowing when and where are suitable for what language, understanding a certain relationship processing, or rich experience in processing, has a rich experience, has a rich experience, has experience, has a rich experience, has experience, has a rich experience, has experience in handling, has experience in handling, has rich experience, has experience, has a rich experience, has experience, has a rich experience, has experience in handling, has experience in handling, has experience in handling, has rich experience, has experience, has a rich experience, has experience in handling, has experience in handling, has experience in handling, has rich experience, has experience, has a rich experience, has experience, has a rich experience, has experience, has a rich experience, has experience in handling, has experience in processing experience, has rich experience. A certain personality power, the first impression can trust customers. 4. Flexible minds, good on -site strain capacity, and can use on -site conditions to solve the problem on the spot. 5. The appearance is neat and generous. , Blowing beard staring, damaging the image of the company. 6. Good work attitude, enthusiasm, proactive, can serve customers in time, regardless of personal gains and losses, and dedication. Is who are the after -salesperson? Perhaps some people will shake their heads. Such a perfect person, except for computer synthesis, where is there? Even if there are, there are very few, precious animals, a few companies, and that company must be in short supply, or it is difficult to find. I Yes, in the lubricant industry, all kinds of talents abound, but such comprehensive after -sales service staff are really hard to find. For example, technicians from the science class, such as a professor of a certain college, an expert in a certain high school, they may have won the national award with a patent. Their oil knowledge is one of the best in China, but they do not do after -sales service. Adaptation, they do not experience the market's waves, do not know the complex interpersonal relationships and customer psychology on the business field, and do not understand the operation of the enterprise. Meaning, how to deal with customers? Also, they are too professional, and they are only familiar with oil knowledge and do not understand mechanical knowledge. Explanation cannot deal with problems such as using faults, and there are outstanding people who sell elites. They have been playing in the market for many years and are very sophisticated. There are very few people with all talents and difficult to find. So how do so many corporate after -sales service do work? At present, in the oil industry, some use organic convergence, such as a well -known brand product of a large foreign company. Their after -sales service is five -person, lubricating oil experts, car designers, marketing masters, economists, and an enterprise management What about the three stinky leather artisans than Zhuge Liang? Famous peers, know how to do it? If the company lacks internal after -sales service candidates, or their ability is not comprehensive, it doesn't matter, you can also strengthen their working ability and improve their work quality through training. People can be transported to outside enterprise training. The projects that have to be trained include, technical training, communication ability training, and understanding of customer training, charging employees, of course, it is more ideal to work. Since the after -sales service work is very high in service personnel, the treatment of the personnel of the enterprise on this work in turn cannot naturally be passed by 300 or 500. The invincibility is because their after -sales service personnel are the industry elites, and the treatment that the company has given them is the highest, good salary and good incentive mechanism in the industry. Do you do this? How to satisfy customers? The core after -sales service work is to satisfy customers and keep it with business relationships with the enterprise. By maintaining old customers to reduce investment in new customers, thereby increasing the profit of the enterprise. Then, a group of capabilities are very very capable Is it easy to satisfy customers with a strong and high -level after -sales service personnel? Do not! Definitely not! This involves some techniques and ways. Let's take a look at the operation of service work! 1. After -sales work does not seem to be tangible products. If the company itself does not, it needs to be rebuilt again. It is not like a product that can apply for a patent. There is no specific manual or related information to query or explain it in detail. 2. There are no uniform specifications for after -sales service work, and random changes with different situations of enterprises and products. 3. There is a fixed model for after -sales service work. As long as customers are satisfied, it will become the best way. 4. After -sales service cannot be stored. Customers must provide timelyly when needed, and immediately "produce" instant use, that is, after -sales service does not have "finished products" only "semi -finished products" in the process. 5. Product quality depends on raw materials and control processes. The quality of after -sales service depends on the relationship between service personnel, quality, and leadership of the after -sales service system. 6. The product can determine its value after making it, and after the value of the after -sales service requires a long time, after the customer's reflection and the benefits of the company's benefits, or after the after -sales service work, it needs to be done when it is done. The leadership gives more trust and period results. 7. The after -sales service is invisible, which is reflected in the product. The product can be separated from the service to the market, but it is difficult to carry out the work after the after -sales service. The method of after -sales service The after -sales service has these characteristics. There are so many irregularities and elusiveness, so how to carry out can be done to make customers satisfied? For the lubricant industry, what are the special services and service methods? 1. On -site service It is better to use this method for lubricating oil production enterprises or agents, to provide training for customers, use guidance or processing faults on -site, or deal with customer complaints. There must be no return guests, and it is also a kind of service to the door. 2. Fixed -point service The method of taking this method for oil distributors or oil products stores. Somewhere are set up oil -changing centers or automotive beauty centers. Carry out car washing services. 3. Entrusted services Molubite manufacturers often do this, or entrust agents to serve themselves, or entrust a transportation company to deliver goods for customers. 4. Consultation service Mubu oil products are high -tech products. People do n’t know much about or do n’t understand at all. How to use it, how to use them, and how to keep them. Enterprises have opened service hotlines to provide users with technical consulting services or business consulting services for free. There are 800 free phone calls from Great Wall, Kunlun, and Esopers. 5. Promotional services Lubricant production enterprises often assist agents to do a good job of market promotion. At this time, it is necessary to capture related services, such as helping agents conduct market research and plan promotion activities.布置促销活动场所，派员参与促销活动等，而且还辅助硬件配套设施：如海报、企业画册、宣传画、证明书、产品小册子；礼品：如钥匙扣、毛巾、纸巾、太阳伞、风衣、 Work clothes and so on. 6. Market research service This is a cooperation contract with general enterprises and agents. Since the agent does not understand the product characteristics and market of the company, it is necessary to provide the company to provide this service and assist the agent to assist the agent Carry out market research to carry out future sales. Castle provides local market research for agents for free, and never hesitate to invest. 7. Technical guidance service The guidance customers with different seasons, different market segments, instruct users to use, etc. This includes the launch of some technical booklets, such as "Driver Manual", "Business", business "Members of Oil Products" and so on. The shell is the best in this aspect, and often launch some "Truck Driver Manual", "Car Love Manual" and so on. 8. Freight service The conditions for enterprises are equipped with delivery vehicles themselves. Customers need to ship at any time at any time, or help customers check in oil products. 9. Payment service The enterprise provides reasonable payment settlement services. At present, many companies are cash spot or batch settlement or rolling settlement. After the customer shows the order, the payment must be implemented as soon as possible. Delivery customers as soon as possible. If the account opening bank of the enterprise must be fast, the collection finances must be passed from time to time. 10. Ordering service has the assistance of modern high -tech, and the ordering method is becoming more and more simple. From the original writing letter to the telephone, fax, and the development of the Internet Communicating with business people must be well facilitated. For example, unified online orders have been adopted since 2003. 11. Communication service In internal departments of the enterprise, changes in personnel, product price changes, contact information changes, etc. This information should be circulated to the customer in time, and the customer's order, opinion feedback, complaints, etc., etc. There must be a special person in charge of registration and processing. These communication services require companies to conduct text fax, email, telephone, face -to -face and other methods. 12. Reception service Customers come to the enterprise to inspect and visit. We must receive enthusiastically, pick up the car, and have a special conference room for negotiation business. There is a special rest room for customers to rest. For this reason, arrange proper accommodation to make the guests feel home and promote the relationship between each other. These reception services are essential. 13. Inspection service free providing oil testing services for customers. For example, when the oil product is in the oil change period, the oil products will help customers help customers by analyzing the state of waste oil by analyzing the state of waste oil when using the state of waste oil. Find the cause of the accident or the hydraulic oil, gear oil or steam turbine oil used by the user of the industrial and mining enterprises, and implement the tracking test, and regularly sampling services. 14. Interview service Teen of senior leaders of the enterprise regularly conducts face -to -face interviews, telephone interviews, letters communication, etc., to collect information to understand the needs of customers and provide appropriate services to customers.
Under normal circumstances, user satisfaction is the market standard for testing the quality of the product. The consistent attention and support of the senior management of our company's after -sales service has given reliable guarantee for the work of the after -sales service department. In this service -oriented society of "Everyone for me, I am for everyone", as a professional pump product after -sales service department, we must provide users with the most timely and perfect services. According to the accumulation of experience in the actual work of after -sales service, and the statistics, classification, and analysis of the problems of the company's products in the installation, debugging, and use of the company's products, I think that the following tasks need to be further improved to further improve the work. : Especially for new colleagues who do not owe, you must pay attention. I. Active serving the salespersons of each branch of each branch to enter the signing session with the user, and the after -sales service should begin to enter the working procedure. First of all, the bidding documents need to be interpreted in detail and thorough understanding. The technical documents of multiple units such as installation companies require written signatures to confirm, especially the steering of pumps, medium used, etc. If the user has negligence, we must remind them in time that of course the user will be confirmed in the end, so that the active service for it can avoid many troubles that do not have to occur in future service work. When the goods are sent to the scene, our sales staff must bring relevant information and procedures to the scene in time. Publish inspection and acceptance equipment to users, but must be signed and confirmed, especially random files, accessories, etc. And need to understand when users install equipment, and related precautions for temporary storage and short -distance transportation. Sales personnel should take the initiative to inform users of many technical requirements when installing the equipment. For example: Some pumps are strictly prohibited and need to be partially removed by the motor and pump parts to determine the correctness of the pump. Some pumps cannot withstand any pipeline weight; When the pump cavity is not filled with liquid, it is prohibited to run; the installation of the self -suction pump is more required. How can the pump complete the self -priming process as soon as possible, what is its self -priming principle, etc. Actively inform the user that when the device has been used normally at the user's production site, it does not mean that our sales uniform can be done. Actively understand the operating status of the equipment site, prompting some precautions, and passing good and closely. Communication can extend from business cooperation to close friends, and some small problems can be solved completely; some problems are not problems at all, it may be misunderstanding of the equipment by the user operator, so that the phone can be solved through the phone, and it can be solved by the phone, and it can be solved by the phone. Both sides are not laborious and laborious, and they are happy. I believe that many of our uniforms have successfully done it and have tasted the joy. Two: We must do the details of all preparations and service process before the service work. Our products have a certain warranty period after delivery. Any device may occur during operation. After the user's maintenance information, you must respond quickly and do everything before going to the scene (except for the call can be resolved). Going to the scene blindly is not a high -quality after -sales service. Before going to the scene, it is very important to understand the status quo of the equipment in detail. The grinding knife is cut off by mistake. When you go, contact related matters on the way. Comply with the relevant regulations of the user's on -site safety and hygiene. After the maintenance work is completed, we must insist on running the equipment with the equipment normally. At this time, we need to fill in the after -sales service form to allow the operator and the person in charge of the department to sign and confirm that the content of this form should be operated after repair. You should copy the sales single to get the user to get the original. When the device only finds that a certain part is required during maintenance and the headquarters is required, the user must be notified in detail. At this time, most of the devices have been disintegrated. Our sales staff need to do everything before the work to leave the field. It also needs to be signed for the service list. The content can be filled in. Three: Pay -paid services are not distinguished and outside the warranty period. This is a very simple truth. We cannot guarantee that all users are strictly implemented in strict accordance with the operation requirements of the equipment and installation requirements. Even if the user formulates a strict operation system, there are always some operators who have made mistakes, so the important thing is that we must speak in facts, technical paid services and business relationships do not have contradictions; on the contrary, we adhere to principles (but we need to be polite and festivals) Tolls according to chapters can better reflect the standard management and operation of regular companies, just like selling fruits somewhere, it doesn't matter, but it is impossible to discuss it, which tells us the truth. Fourth: The work content and points of the important after -sales service department of multi -department cooperation. Zhang has the most brilliant discussion, just like the doctor to see a doctor for the patient, of course, you need a variety of medical devices, there are urine tests, blood tests, and doing it. ECG, EEG, how to treat the right medicine, experts including difficult diseases, etc. Similarly, our water pump manufacturing enterprises also have many functional departments: the test center, design department, production department, quality inspection department, and so on. Here: I sincerely hope that all departments should work together to attract sufficient attention to the front -line situation of market feedback. If we have not been completely resolved for the same problem of certain same types of products. s solution.
It is not so easy to do a good after -sales service now. Now competition in all industries is becoming more and more intense, and customers are God to become the purpose of the industry. How to do a good job of after -sales service, not only to make customers feel satisfied with the product, but also have to make customers feel that our services are satisfied. The as a after -sales staff must first understand that the company sent us to go out not just to do a good job of after -sales maintenance service. Every time we go out, we are a representative company, so our words and deeds are in place. Don't say what you should not say, don't say anything to customers. If you should move, you should move outside the scope of your own responsibility. Attention should be noted that some workshop systems in the customer company must cross the wind, and wearing dust -free coats must be observed through security checks. The image and ditch are important. Your image represents more than you also have a company. If the customer sees you, it will be unfavorable to your work. When you go out often, you will find that sometimes you will encounter some more tricky customers, holding some garlic things. At this time, you have to reflect your communication skills and explain well. Some problems that may be design or principled are unavailable to solve it. At this time, you can only convince customers to accept him. Sometimes it is better to move. 4 The is the record. Every time I go out to solve the problem, where is the problem, how to solve, what method is used, what parts have been replaced Hidden dangers and so on must be done well. Of course, most companies go out to fill in after -sales service related forms to fill in. But the forms are all handed over. So we need to leave a detailed bottom for ourselves to better solve the problem next time. 5 I. as a company after -sales staff, the customers within their scope must regularly call a call or email to visit, and to track the problems they handled in time. If you know more about each other, you know each other, and there are many help in future work. If the relationship can be mixed as the best as a friend, it is not a problem with many problems.
How to do a good job of after -sales service?
1. Good mentality, tolerance, tolerance
2. Integrity, saying.
3. Good knowledge.
4. Limited technology limited technology The premise (providing additional services, compensation technology defects)
5. Establish a customer file (classified ABC)
. In encountering customer problems (solve problems, comprehensive responsibility)
7. Customer requirements:
) Be careful, otherwise there is a sense of loss
) Customer requirements are listened (difficult, problem)
) Customers ask us to professional service
4) It is necessary to quickly respond to solve the problems raised by customers (indicating the opinions of the customer)
8. Contact customers actively, do not let customers find you.
9. Establish a customer file (category ABC). , My promise at the time. Now and with me the situation.
Themodia, processing, satisfaction with products or services. (Requires AB customers to introduce new customers to you)
10 humanized services , A center, the background of the customer. Two basic points, emotional lines, win in details. (Put a small gift in each box), and the customer will compare the person who provides him.
11 11 11 . Solution of product quality problems: 1. Timely (feedback) 2. Professional 3. Attitude to tolerate and tolerate 4. Guide customers, how to solve problems
12. Solution on service problems: 1. Problem Solving the customer's service process single record table 2. Courage to take responsibility, do not shirk responsibility. (In person or book letter)
12. Summary experience lessons. R n 14. Professional, personalized, good attitude.
This currently after -sales service in the domestic lubricant industry
The enterprise has formulated the after -sales service system and has the corresponding system. The key factor is people. After -sales service personnel are the providers of service behavior. Their quality, knowledge, personality, etc. will affect the quality of the service. The process of providing the service is an interactive process that requires knowledge and skills. There are many comprehensive quality requirements, especially those employees who do full -time after -sales service in the enterprise, have high requirements for their superb service skills, and not generally use miscellaneous people to do it. At present, there are many companies in the lubricant industry. It also attaches great importance to after -sales service and also implements after -sales service. However, because they do not know enough about this job, the skills they have in this job have a large -level gap between the skills and normal people. It is often manifested in this category.
1. Simply for technical personnel, you can only do some technical consultation, oil quality complaint processing, etc., purely serving the technical service, not to meet the comprehensive real after -sales service requirements.
2. part -time by the salesperson. If there is no full -time personnel in the enterprise, they will designate one or two outstanding salespersons part -time. They have poor knowledge about oil products, some of them are insufficient literacy, and they do not have the overall work concept. Things, not their customers do not actively serve, make the service work incomplete, incomplete, and biased.
3. Effective people who are worked by idlers. There are always some "excess" and difficult to eliminate in the industry, such as leading relatives or other companies. "Review" to the service location, such personnel do not understand the knowledge of oil products, have no sales capabilities, and have no market operating skills. They have poor nourishment. The worst candidate.
4. Part -time jobs from other departments, such as the enterprise responsible for ordering or dispatching personnel, or internal clerk, etc., their jobs are limited to listening to the phone, passing the company's customers' question information. Serve customers.
The unsatisfactory service performance of informal service personnel often makes the company's shortcomings from being able to benefit from after -sales service work, and it will also harm customers and harm the company's interests due to improper handling. So, what do those personnel apply to after -sales service? How high is the requirements for employees after -sales service? If the enterprise can't find such masters for the time being, how can they train the better employees inside to engage in after -sales service? This is forced by many lubricating oil companies to think and realize it.
The conditions that after -sales personnel should have
The after -sales service work is a work with a high comprehensive skill requirements, and the requirements for after -sales service staff are also quite high. I believe that those who can be able to engage in or be competent in this job must have the following conditions:
1. At least five years of experience in working in the lubricant industry, it is best to engage in technical work or sales work for several years for several years Experience, knowing the status quo of the market, understanding customer needs, and understanding of some enterprises' operations and service channels.
2. Personal cultivation has a lot of knowledge, with a high level of knowledge, such as a bachelor's degree or above, familiar with the knowledge of oil products, and has the knowledge of machinery, devices, and equipment used for sale products.
3. Personal communication ability, good oral expression ability, politeness to others, knowing when and where are suitable for what language, understanding a certain relationship processing, or rich experience in processing, has a rich experience, has a rich experience, has experience, has a rich experience, has experience, has a rich experience, has experience in handling, has experience in handling, has rich experience, has experience, has a rich experience, has experience, has a rich experience, has experience in handling, has experience in handling, has experience in handling, has rich experience, has experience, has a rich experience, has experience in handling, has experience in handling, has experience in handling, has rich experience, has experience, has a rich experience, has experience, has a rich experience, has experience, has a rich experience, has experience in handling, has experience in processing experience, has rich experience. A certain personality power, the first impression can trust customers.
4. Flexible minds, good on -site strain capacity, and can use on -site conditions to solve the problem on the spot.
5. The appearance is neat and generous. , Blowing beard staring, damaging the image of the company.
6. Good work attitude, enthusiasm, proactive, can serve customers in time, regardless of personal gains and losses, and dedication.
Is who are the after -salesperson?
Perhaps some people will shake their heads. Such a perfect person, except for computer synthesis, where is there? Even if there are, there are very few, precious animals, a few companies, and that company must be in short supply, or it is difficult to find.
I Yes, in the lubricant industry, all kinds of talents abound, but such comprehensive after -sales service staff are really hard to find. For example, technicians from the science class, such as a professor of a certain college, an expert in a certain high school, they may have won the national award with a patent. Their oil knowledge is one of the best in China, but they do not do after -sales service. Adaptation, they do not experience the market's waves, do not know the complex interpersonal relationships and customer psychology on the business field, and do not understand the operation of the enterprise. Meaning, how to deal with customers? Also, they are too professional, and they are only familiar with oil knowledge and do not understand mechanical knowledge. Explanation cannot deal with problems such as using faults, and there are outstanding people who sell elites. They have been playing in the market for many years and are very sophisticated. There are very few people with all talents and difficult to find. So how do so many corporate after -sales service do work? At present, in the oil industry, some use organic convergence, such as a well -known brand product of a large foreign company. Their after -sales service is five -person, lubricating oil experts, car designers, marketing masters, economists, and an enterprise management What about the three stinky leather artisans than Zhuge Liang? Famous peers, know how to do it?
If the company lacks internal after -sales service candidates, or their ability is not comprehensive, it doesn't matter, you can also strengthen their working ability and improve their work quality through training. People can be transported to outside enterprise training. The projects that have to be trained include, technical training, communication ability training, and understanding of customer training, charging employees, of course, it is more ideal to work.
Since the after -sales service work is very high in service personnel, the treatment of the personnel of the enterprise on this work in turn cannot naturally be passed by 300 or 500. The invincibility is because their after -sales service personnel are the industry elites, and the treatment that the company has given them is the highest, good salary and good incentive mechanism in the industry. Do you do this?
How to satisfy customers?
The core after -sales service work is to satisfy customers and keep it with business relationships with the enterprise. By maintaining old customers to reduce investment in new customers, thereby increasing the profit of the enterprise. Then, a group of capabilities are very very capable Is it easy to satisfy customers with a strong and high -level after -sales service personnel? Do not! Definitely not! This involves some techniques and ways. Let's take a look at the operation of service work!
1. After -sales work does not seem to be tangible products. If the company itself does not, it needs to be rebuilt again. It is not like a product that can apply for a patent. There is no specific manual or related information to query or explain it in detail.
2. There are no uniform specifications for after -sales service work, and random changes with different situations of enterprises and products.
3. There is a fixed model for after -sales service work. As long as customers are satisfied, it will become the best way.
4. After -sales service cannot be stored. Customers must provide timelyly when needed, and immediately "produce" instant use, that is, after -sales service does not have "finished products" only "semi -finished products" in the process.
5. Product quality depends on raw materials and control processes. The quality of after -sales service depends on the relationship between service personnel, quality, and leadership of the after -sales service system.
6. The product can determine its value after making it, and after the value of the after -sales service requires a long time, after the customer's reflection and the benefits of the company's benefits, or after the after -sales service work, it needs to be done when it is done. The leadership gives more trust and period results.
7. The after -sales service is invisible, which is reflected in the product. The product can be separated from the service to the market, but it is difficult to carry out the work after the after -sales service.
The method of after -sales service
The after -sales service has these characteristics. There are so many irregularities and elusiveness, so how to carry out can be done to make customers satisfied? For the lubricant industry, what are the special services and service methods?
1. On -site service
It is better to use this method for lubricating oil production enterprises or agents, to provide training for customers, use guidance or processing faults on -site, or deal with customer complaints. There must be no return guests, and it is also a kind of service to the door.
2. Fixed -point service
The method of taking this method for oil distributors or oil products stores. Somewhere are set up oil -changing centers or automotive beauty centers. Carry out car washing services.
3. Entrusted services
Molubite manufacturers often do this, or entrust agents to serve themselves, or entrust a transportation company to deliver goods for customers.
4. Consultation service
Mubu oil products are high -tech products. People do n’t know much about or do n’t understand at all. How to use it, how to use them, and how to keep them. Enterprises have opened service hotlines to provide users with technical consulting services or business consulting services for free. There are 800 free phone calls from Great Wall, Kunlun, and Esopers.
5. Promotional services
Lubricant production enterprises often assist agents to do a good job of market promotion. At this time, it is necessary to capture related services, such as helping agents conduct market research and plan promotion activities.布置促销活动场所，派员参与促销活动等，而且还辅助硬件配套设施：如海报、企业画册、宣传画、证明书、产品小册子；礼品：如钥匙扣、毛巾、纸巾、太阳伞、风衣、 Work clothes and so on.
6. Market research service
This is a cooperation contract with general enterprises and agents. Since the agent does not understand the product characteristics and market of the company, it is necessary to provide the company to provide this service and assist the agent to assist the agent Carry out market research to carry out future sales. Castle provides local market research for agents for free, and never hesitate to invest.
7. Technical guidance service
The guidance customers with different seasons, different market segments, instruct users to use, etc. This includes the launch of some technical booklets, such as "Driver Manual", "Business", business "Members of Oil Products" and so on. The shell is the best in this aspect, and often launch some "Truck Driver Manual", "Car Love Manual" and so on.
8. Freight service
The conditions for enterprises are equipped with delivery vehicles themselves. Customers need to ship at any time at any time, or help customers check in oil products.
9. Payment service
The enterprise provides reasonable payment settlement services. At present, many companies are cash spot or batch settlement or rolling settlement. After the customer shows the order, the payment must be implemented as soon as possible. Delivery customers as soon as possible. If the account opening bank of the enterprise must be fast, the collection finances must be passed from time to time.
10. Ordering service
has the assistance of modern high -tech, and the ordering method is becoming more and more simple. From the original writing letter to the telephone, fax, and the development of the Internet Communicating with business people must be well facilitated. For example, unified online orders have been adopted since 2003.
11. Communication service
In internal departments of the enterprise, changes in personnel, product price changes, contact information changes, etc. This information should be circulated to the customer in time, and the customer's order, opinion feedback, complaints, etc., etc. There must be a special person in charge of registration and processing. These communication services require companies to conduct text fax, email, telephone, face -to -face and other methods.
12. Reception service
Customers come to the enterprise to inspect and visit. We must receive enthusiastically, pick up the car, and have a special conference room for negotiation business. There is a special rest room for customers to rest. For this reason, arrange proper accommodation to make the guests feel home and promote the relationship between each other. These reception services are essential.
13. Inspection service
free providing oil testing services for customers. For example, when the oil product is in the oil change period, the oil products will help customers help customers by analyzing the state of waste oil by analyzing the state of waste oil when using the state of waste oil. Find the cause of the accident or the hydraulic oil, gear oil or steam turbine oil used by the user of the industrial and mining enterprises, and implement the tracking test, and regularly sampling services.
14. Interview service
Teen of senior leaders of the enterprise regularly conducts face -to -face interviews, telephone interviews, letters communication, etc., to collect information to understand the needs of customers and provide appropriate services to customers.
Under normal circumstances, user satisfaction is the market standard for testing the quality of the product. The consistent attention and support of the senior management of our company's after -sales service has given reliable guarantee for the work of the after -sales service department. In this service -oriented society of "Everyone for me, I am for everyone", as a professional pump product after -sales service department, we must provide users with the most timely and perfect services. According to the accumulation of experience in the actual work of after -sales service, and the statistics, classification, and analysis of the problems of the company's products in the installation, debugging, and use of the company's products, I think that the following tasks need to be further improved to further improve the work. : Especially for new colleagues who do not owe, you must pay attention. I. Active serving the salespersons of each branch of each branch to enter the signing session with the user, and the after -sales service should begin to enter the working procedure. First of all, the bidding documents need to be interpreted in detail and thorough understanding. The technical documents of multiple units such as installation companies require written signatures to confirm, especially the steering of pumps, medium used, etc. If the user has negligence, we must remind them in time that of course the user will be confirmed in the end, so that the active service for it can avoid many troubles that do not have to occur in future service work. When the goods are sent to the scene, our sales staff must bring relevant information and procedures to the scene in time. Publish inspection and acceptance equipment to users, but must be signed and confirmed, especially random files, accessories, etc. And need to understand when users install equipment, and related precautions for temporary storage and short -distance transportation. Sales personnel should take the initiative to inform users of many technical requirements when installing the equipment. For example: Some pumps are strictly prohibited and need to be partially removed by the motor and pump parts to determine the correctness of the pump. Some pumps cannot withstand any pipeline weight; When the pump cavity is not filled with liquid, it is prohibited to run; the installation of the self -suction pump is more required. How can the pump complete the self -priming process as soon as possible, what is its self -priming principle, etc. Actively inform the user that when the device has been used normally at the user's production site, it does not mean that our sales uniform can be done. Actively understand the operating status of the equipment site, prompting some precautions, and passing good and closely. Communication can extend from business cooperation to close friends, and some small problems can be solved completely; some problems are not problems at all, it may be misunderstanding of the equipment by the user operator, so that the phone can be solved through the phone, and it can be solved by the phone, and it can be solved by the phone. Both sides are not laborious and laborious, and they are happy. I believe that many of our uniforms have successfully done it and have tasted the joy. Two: We must do the details of all preparations and service process before the service work. Our products have a certain warranty period after delivery. Any device may occur during operation. After the user's maintenance information, you must respond quickly and do everything before going to the scene (except for the call can be resolved). Going to the scene blindly is not a high -quality after -sales service. Before going to the scene, it is very important to understand the status quo of the equipment in detail. The grinding knife is cut off by mistake. When you go, contact related matters on the way. Comply with the relevant regulations of the user's on -site safety and hygiene. After the maintenance work is completed, we must insist on running the equipment with the equipment normally. At this time, we need to fill in the after -sales service form to allow the operator and the person in charge of the department to sign and confirm that the content of this form should be operated after repair. You should copy the sales single to get the user to get the original. When the device only finds that a certain part is required during maintenance and the headquarters is required, the user must be notified in detail. At this time, most of the devices have been disintegrated. Our sales staff need to do everything before the work to leave the field. It also needs to be signed for the service list. The content can be filled in. Three: Pay -paid services are not distinguished and outside the warranty period. This is a very simple truth. We cannot guarantee that all users are strictly implemented in strict accordance with the operation requirements of the equipment and installation requirements. Even if the user formulates a strict operation system, there are always some operators who have made mistakes, so the important thing is that we must speak in facts, technical paid services and business relationships do not have contradictions; on the contrary, we adhere to principles (but we need to be polite and festivals) Tolls according to chapters can better reflect the standard management and operation of regular companies, just like selling fruits somewhere, it doesn't matter, but it is impossible to discuss it, which tells us the truth. Fourth: The work content and points of the important after -sales service department of multi -department cooperation. Zhang has the most brilliant discussion, just like the doctor to see a doctor for the patient, of course, you need a variety of medical devices, there are urine tests, blood tests, and doing it. ECG, EEG, how to treat the right medicine, experts including difficult diseases, etc. Similarly, our water pump manufacturing enterprises also have many functional departments: the test center, design department, production department, quality inspection department, and so on. Here: I sincerely hope that all departments should work together to attract sufficient attention to the front -line situation of market feedback. If we have not been completely resolved for the same problem of certain same types of products. s solution.
It is not so easy to do a good after -sales service now. Now competition in all industries is becoming more and more intense, and customers are God to become the purpose of the industry. How to do a good job of after -sales service, not only to make customers feel satisfied with the product, but also have to make customers feel that our services are satisfied.
The as a after -sales staff must first understand that the company sent us to go out not just to do a good job of after -sales maintenance service. Every time we go out, we are a representative company, so our words and deeds are in place. Don't say what you should not say, don't say anything to customers. If you should move, you should move outside the scope of your own responsibility. Attention should be noted that some workshop systems in the customer company must cross the wind, and wearing dust -free coats must be observed through security checks.
The image and ditch are important. Your image represents more than you also have a company. If the customer sees you, it will be unfavorable to your work. When you go out often, you will find that sometimes you will encounter some more tricky customers, holding some garlic things. At this time, you have to reflect your communication skills and explain well. Some problems that may be design or principled are unavailable to solve it. At this time, you can only convince customers to accept him. Sometimes it is better to move.
4
The is the record. Every time I go out to solve the problem, where is the problem, how to solve, what method is used, what parts have been replaced Hidden dangers and so on must be done well. Of course, most companies go out to fill in after -sales service related forms to fill in. But the forms are all handed over. So we need to leave a detailed bottom for ourselves to better solve the problem next time.
5
I. as a company after -sales staff, the customers within their scope must regularly call a call or email to visit, and to track the problems they handled in time. If you know more about each other, you know each other, and there are many help in future work. If the relationship can be mixed as the best as a friend, it is not a problem with many problems.
A good attitude is the key. You may not be able to satisfy customers and meet any customers, but a good attitude is necessary.