After-sales personal work summary of 5
After-sales administrative service work is a comprehensive skill requirements are quite high work, especially for after-sales service personnel requirements are also quite high, then after-sales personal work summary how to write it? The following is my personal summary of after-sales work for you, I hope you like it!
After-sales personal work summary chapter 1
In this nearly 1 year, from the opening of our ___ flagship store to the present, from the retail, after-sales, repeat rate of old customers and other aspects of the following personal summary:
1, from the retail: there are activities to engage in, the number of machines sold on the number of activities, no activities on the quiet, peak season internal installers work overtime every day, and the installation of a number of projects to be done, outposted, the number of machines sold on the number of activities, no activity is quiet, peak season internal installers work overtime every day. Many projects to do, sent out, there is a suspicion that we give the installation fee is too low, the supplier did not have time to deliver, we do not have manpower to pull the goods; thus leading to either no machine installed or no one installed the embarrassing scene, but also let us lose a lot of customers, in the future we must be prepared!
2, from the installation of the maintenance rate can be seen, the company's internal installers have no problem, but the installation of the outgoing installer installed more than 40% to rework, resulting in customer turnover and the company's economic losses; how to strengthen the training of new installers, to further reduce the maintenance rate, and then consolidate the old customer confidence in the company!
3, from the old customer turnover: the air conditioning industry focuses on the "three points of equipment seven points installation", experienced this half year, I really appreciate a good air conditioning, installation is not good, such as a BMW to you will not open. From the statistical data, we sold so many air conditioning, belonging to the old customers to bring business accounted for less than 10%.
The following are some of the after-sales work since I took over the post of after-sales manager:
First, after-sales duties
1, network construction:
1. and regional after-sales service outlets for information docking, to achieve rapid and effective dispatch;
2. after-sales service outlets for staff training and technical support;
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3. Supervise the township after-sales service outlets to strengthen team building, improve after-sales service capabilities, so that the township after-sales service outlets have the ability to support the peak season ___ Lifang after-sales service;
2, after-sales service:
4. Timely receipt of the record of repair information around the countryside, according to the principle of proximity in a timely manner to the outlets to send workers;
5. Orderly application for spare parts, return of old parts and the cost of spare parts audit. Old parts return and accessories cost audit settlement;
6. Guide and supervise the after-sales outlets to correctly fill out the installation card and maintenance card, on time to settle the costs;
7. Timely return visit to the completion of the information of the workers sent to assess the timeliness of the assessment of the township workers sent to the timeliness and effectiveness of the rewards and penalties in accordance with the actual situation;
Second, the Likhang after-sales status
1. The after-sales service of Lifang is a very weak link, on the one hand, our after-sales network is not sound, and on the other hand, the parts claim and cost settlement are slow. Up to now, Lihang contract township outlets *** 41, the vast majority of townships do not have a professional after-sales service outlets, or a more primitive "who distributes who after-sales" approach, but each of our townships have two to three dealers, which will result in the after-sales shirking each other, reducing the quality of after-sales service. In addition, the outlets are not enough parts stock, the process of applying for parts and slow, which also affects the timeliness of after-sales service, resulting in multiple complaints.
2. Then there is the cost of settlement of this piece, we have the township outlets of the cost of settlement process and operation of the standardized training efforts and frequency is not enough, so that the outlets to create an impression that ___ cost settlement is slow, and then produce negative emotions.
3. Maintenance costs settlement standard is low, maintenance of this piece of the original can not earn money, coupled with the vastness of Nanchang Xinjian County, the need for long-distance maintenance of the situation is more common, the remote fee is too low, and declared that the cost can not be in place in a timely manner, resulting in a negative slack, affecting the quality of after-sales service.
4. The difficulty of developing new outlets. New county regional after-sales outlets are relatively few, the only advantage is ___ the sales volume is relatively large, outlets can get more share of the installation. But the establishment of secondary outlets many township dealers are very excluded, in their view, the secondary outlets can not earn money but also ready to be fined.
5. Lihong take over the townships are also more dispersed, a point of after-sales demand, most cases may have to run dozens of kilometers to, and you may not know what he is broken, the need to replace the parts have to play a few round-trip, in this case, the cost of the cost of the outlets, the cost of staffing is relatively high, but also involves the cost of remote fee this piece of the company's costs are also relatively high. Therefore, the solution can only be more after-sales outlets, try to achieve full regional coverage.
6. Handle ___ and ___ after-sales dispatches, and assist the township dealers to solve after-sales problems. At present, the amount of information received and processed by Lifang's after-sales department is about 10 on average, most of which are after-sales problems that need to be solved by the township dealers, and ___ and ___ dispatch information accounts for about 20%.
After-sales personal work summary article 2First, the maintenance of customer relations
1, determine the target customers, seize the key people
Successful automotive marketers will remember the user's birthday, the user's family members' birthdays, as well as their addresses and phone numbers, etc.. Should be like the establishment of large customer information, key units of key people in all aspects of information for statistics, research, analyze preferences.
2, treat people with sincerity
Sincerity is the only way to maintain a long business relationship. Interaction with customers, we must establish a good image, "treat people with sincerity", which is the ancient Chinese motto for thousands of years. Business negotiations, production, after-sales service, etc. should also be from the interests of customers, customer satisfaction as the goal of adjusting the work, extensive consultation with customers, taking into account their economic interests, to deal with the difficult problems in the operation of the customer to obtain the trust of the customer, thus generating a deeper level of cooperation.
3, the business to win the quality
No quality of business is not long. Superior quality is the prerequisite for every job. This requires a full understanding of customer needs, to meet customers with good service quality, business level, to achieve the unity of quality and corporate profits.
4, the study of customer business development trends
diligently study the customer business, in order to find another way to find the customer development and postal business of the point of convergence, the manufacture of business. 1) Study of important customers, the benefits of the business of the annual plan. 2) Study of the potential customer's project, to seek the content of the cooperation available.
5, to strengthen communication outside the business, the establishment of friends
Only with the customer to establish good interpersonal relations, in order to win the trust, for the healthy development of the business to lay a solid foundation.
Second, to provide satisfactory after-sales service
1, the time to send the first letter of thanks
The first letter of thanks should be to the customer to deliver the car within 24 hours of the occurrence. The advantage of doing so is: it is possible that in the customer and the new car has not yet arrived at home (unit), his family (unit of colleagues) has been known through this beautiful letter of thanks. Because of the role of this letter of thanks, so that everyone not only know the news of the customer's car, we will congratulate him, and more importantly, to everyone to pass the car sales company or franchise to do things standardized, satisfactory, and rely on good information. And this important
information, may be able to influence in this group of people in one of your potential customers to buy a car, instantly expanding the visibility of the enterprise. This is called "icing on the cake".
2, the time to make the first call
In the 24 hours after the delivery of the car sales company or franchise sales manager is responsible for making the first call. The content of the phone, one is to thank the customer for choosing our franchise and purchased a car; two is to ask the customer's feelings about the new car, do not understand, will not use the place; three is to ask the customer on the franchise, the sales staff of the service feeling; four is to understand the work of the staff and customers on the franchise's views and good advice in order to improve timely detection problems; five is to deal with the dissatisfaction of the customer and complaints; Sixth, to ask the new car license plate situation and whether you need assistance. Finally, the results will be recorded in the "questionnaire" for tracking.
3, the second call time
In the delivery of the car within seven days after the sale of the car sales staff is responsible for making the second call. The content includes: ① ask the customer to the new car feeling; ② new car first maintenance reminders; ③ new car license plate situation, whether you need help; ④ truthful record of customer complaints and give a timely solution, such as can not be resolved, it is reported in a timely manner, and give feedback to the customer. Finally, the results will be recorded back to the "questionnaire". 4, do not forget to arrange a visit to the customer
You can find a suitable time, such as the customer's birthday, the anniversary of the purchase of the car, work by the way to visit the customer, to understand the use of the vehicle, the introduction of the company's latest activities and other relevant information. Finally, the results of the interview will be recorded in the "questionnaire".
5, every two months to arrange for contact with customers
The main content includes: maintenance reminders, customer use of the understanding of the customer's interest in listening to the good, choose the right time to interact with customers, such as playing ball together, fishing, etc.. Through these activities. Enhance friendship, change business customers into sincere friends, to assist in solving the customer's difficult problems. Finally, the results of the contact will be recorded in the "questionnaire" in order to track.
6, do not ignore the usual care
Franchise often hold free maintenance activities, often held in the automotive culture seminars and related activities, new cars, new products listed in a timely manner to notify the weather hot and cold and other emergencies of the text message care; in the case of the customer's birthday or the customer's family's birthday in a timely manner to send out congratulations, the customer's car anniversary should not forget to give congratulations on the creativity; encountered a fun! "Phrase", "jokes" have e-mail or cell phone text message sent to share with customers; the end of the year, the customer association do not forget to invite customers to join in a lively, and so on.
Third, let the retained customers for you to introduce new customers
1, to obtain customer referrals, the key to your reputation
To get referrals, you have to let others feel that you are worthy of referrals. This is to develop a good relationship with the customer. But that's not to say that after making one transaction to a client, you can have the next one. Instead, you have to unlock the potential value of your clients so that you can sell to them again and again throughout their lifetimes, and so that you can use them as a center of influence for referrals.
2. There are good ways to get referrals
Keep in mind that every contact you make with a client is a promotion of the client's business. Being able to harness the ideas of your clients is extremely important to get them to refer you to others. It takes very little time, but is a favorable investment.
After-sales personal work summary article 3Personally, it is a year of extraordinary significance, the year of choice. I came to a harmonious and united after-sales service team work, this more passionate and challenging new jobs will become my work platform for some time to come. Over the past year, I think I am very lucky to get so many leaders and colleagues to help. In particular, the leadership can be very good understanding of our site, realistic arrangements to reduce our unnecessary pressure to make the work mood can be smooth and comfortable, departmental colleagues are better than a family, in the work we collaborate with each other, cooperate with each other, complement each other's strengths and weaknesses. Looking back at 20__ years, I will summarize my personal work from the following aspects:
First, looking back on the road to growth, thanks to the team.
Looking back on the 20__ years of after-sales administrative work, excited and excited at the same time, the opportunities and challenges of the big city to the future of their own lives a lot of consideration and contemplation. Thanks to the help of leaders and colleagues in the team, I quickly adapted to the work.
Second, familiarize yourself with the daily work of the business.
Came to the after-sales service department work, the beginning of the time is not quite adaptable, but through the leadership and help and guidance, through the care and attention of colleagues, this does not adapt to the psychological quickly disappeared. However, compared with the psychological quick adaptation, the adaptation of work style and method is relatively slow. For the process and method of proper consideration is not thoughtful and comprehensive enough to do full consideration and record, through time and the accumulation of field experience to improve their ability to deal with the problem. On-site issues should also be done with the customer to fully effective communication, to prevent the occurrence of unpleasant things, so that the site problems can be dealt with in a timely manner at the same time, but also to maintain good customer relations.
Third, continuous progress, always updated, to do their jobs well.
After the completion of each treatment, I have developed a good habit of recording and analyzing each work process, so that their level of improvement very quickly.
Looking back at the work of the past year, although a lot of achievements, but I still feel that I have a lot of shortcomings:
1, just to meet the completion of their own tasks, the work of the pioneering is not bold enough.
2, business quality is not fast enough to improve the new business knowledge is still not learning enough, not thorough.
3, the work and other colleagues compared to the gap, the sense of innovation is not strong.
In the future work, please give me supervision and advice, I will try to improve their own shortcomings, and strive for better results.
After-sales personal work summary 4
From July 20__ to join the company, and now there are half a year, meditation review of the six months, from the beginning of the strange, to the present skilled, love, although this period has paid a lot, but gained more. Half a year, through the study and leadership colleagues to help, in the work has made great progress, but also exposed a lot of shortcomings, now from four aspects to summarize the content of the work in 20__, I hope that 20__ to maintain a good side at the same time be able to improve my shortcomings.
First, the main work accomplished
As an after-sales customer service staff, the main work is to serve customers, for customers to solve all the problems of after-sales. After half a year of study, the command function of each type of product has been skillfully mastered, and common types of problems can be skillfully solved. The number of favorable comments on marketing QQ is also steadily improving, and the number of favorable comments in December reached 53. In the completion of this work at the same time, other work stations have contact with the work, such as rework machine testing, entry system, etc., in other colleagues have something to take time off to help deal with the time.
Second, the work of the shortcomings
Communication skills and skills to deal with the problem remains to be improved, to strengthen self-management, work without arrogance, customer-centric, and constantly improve the quality of service, to ensure that every phone call received to maintain the passion and enthusiasm to listen carefully to the customer's information, maintain a courteous attitude, improve the quality of work. Encounter complaints feedback, to clearly record all the requirements of the customer, seize the center of the problem, as far as possible to avoid talking about irrelevant things, and do a good job of recording work to facilitate future contact with customers.
Third, the work of the proposal
As a product of after-sales customer service, we are directly facing the product and the customer, so in terms of the product, we must be familiar with all of its functions, it is recommended that the product manager in the release of a new product, you can take the time to give us training in the function of the new product.
As customer service staff, we are always ready to answer customer calls, so we need a quiet working environment, this half year may be because the company in the renovation, the office environment is very noisy, I hope that the new 20 ___ years, there will be a good office environment, which will also greatly improve work efficiency.
Fourth, the next year's work plan
20__ year I hope that I can be fully competent in the current work, and other work stations should also be skilled up to be familiar with all the work of the Department of After Sales.
A person's life is always inseparable from work. Now I am very busy, but very happy, very satisfied. Although I am still an ordinary employee, but I hope I can play their own light and heat in the company, really play their own potential, continuous learning, continuous progress, can grow with the company ****!
The above is my annual work summary, the achievements are insignificant, there are shortcomings I will seriously correct, seriously overcome.
After-sales personal work summary of 5
I joined the ___ store in 20___ ___, now serving as an after-sales maintenance engineer position, time in the busy work every day flew away, and then entered the 20___ year. Looking back on the work of 20__, I feel that there are gains and deficiencies, 20__ is a year of learning and improvement for me, in this year, I gradually come out of the restlessness of the mind, calm down to familiarize themselves with the workflow and proficiency, and in the improvement of personal maintenance skills to do a lot of hard work and feel on a new level, and in the reception of the customer is also more than before to do more patience, the work of me! I found that as long as there is a generous and tolerant state of mind, do not use the attitude of impatience and customer exchanges, most of the customers will be satisfied with your service, good maintenance skills, customer satisfaction after-sales service is not exactly what we need and has been pursuing the goal? Inadequate in addition to improve their overall quality of speech refused to be hard, so that their hearts are stronger, calm and absorb all the positive energy around their own good things, so that they get aspects of improvement, the following summarizes a few aspects of their work, and everyone **** encouragement.
First, learning progress
As a cell phone repair personnel, but also to continue to learn new knowledge to improve their own, do not know will not be timely access to information and peer exchanges and learning, sharing, not ashamed to ask, to have a kind of mindset not to concede, forcing themselves to a hand, overcoming failures, overcoming their own, so as to the more Hugh the more quiet, undefeated in the competition in the market, to play out their world! The cell phone repair industry water is very deep, different difficulties of the fault, different customer spending power and psychology should be mastered first, other people can repair the offer to be flexible, to avoid losing customers, other people can't repair we can be to offer higher, do not waste years of accumulated repair performance.
Second, teamwork
As a supervisor to advocate the right way, the sunshine of the organization's atmosphere, decisively stop, a variety of negative negative bad habits and behaviors, and colleagues get along with each other, emphasizing the simple, sincere and simple friendships, the old staff should be more concerned about the age of the small and new employees. Let them feel friendly, have to rely on, solidarity and mutual help, deepen the sense of belonging to all of us, we ___ into a warm family, in the treatment of interests. Individual interests should be subordinate to the interests of the team, the team's interests should be sufficient for the overall interests, only each employee psychology adhere to such a spirit, do not worry about our ___ no good tomorrow.
Third, work efficiency
I think the efficiency of the work is a reasonable arrangement of work methods, serious and positive attitude to do things to decide, to develop hard work, service diligence, mouth diligence good habits to do things to be clear priorities, in line with the first after the first slow, first after the first big, first after the first after the small, first after the second in the order of the reasonable arrangement of the hands of the work of the important things to do right away without delay, the same day of the thing! The day move, the brain can not remember, remember to the book, fast running out of accessories supplies to prepare in advance, we have developed a funny efficiency, I believe that we will benefit greatly in the future life.
20__ year has become the past, looking forward to the new year, the cell phone after-sales service industry competition has reached a critical turning point in the survival of the key, want not to be brutal competition in the North eliminated, the external to do the five spelling, spelling internships, spelling word of mouth, spelling price, spelling service, spelling publicity. Do internally, three public, that is, fair and open, only then can win in the market competition as a goal of my pursuit of a practical and diligent mentality to meet the new challenges, and strive to improve their business level and state of mind, and strive to allow themselves to move to a new level, to make a greater contribution to the development of the company.