1. Good mentality, tolerance, forbearance
2. Honesty, do what you say.
3. Good knowledge.
4. The premise of limited technology (to provide additional services to compensate for technical deficiencies)
5. Establishment of customer files (classification ABC)
6. Encountering customer problems (problem solving, to be fully accountable)
7. Customer requirements:
1) to be cared for, otherwise there is a sense of loss
2) customer requirements Be listened to (difficulties, problems)
3) Customers require us to specialize our services
4) To respond quickly to solve the problems raised by the customer (indicating that we attach great importance to the customer's opinion)
8.
9. Establish a customer file (classification ABC), the reason for the purchase at that time, my commitment at that time. Now and my situation.
Format, process, satisfaction with the product or service. (Ask AB customers to refer new customers to you)
10 humanized service, a center, the customer's background. Two basic points, emotional line, win in the details. (a small gift in each box), the customer will be able to compare the people who provide services to him. Peers.
11. Product quality problem solving ideas: 1. Timeliness (feedback) 2. professionalism 3. attitude of tolerance and forgiveness 4. guide the customer, how to solve the problem
12. Service problem solving ideas: 1. problem solving customer service flow sheet record sheet 2. the courage to take responsibility, do not pass the buck. (In person or in the form of a letter)
12. Summarize the lessons learned. (encountered in the work)
13. Greeting card
14. Specialization, personalization, good attitude.
Domestic current lubricant industry after-sales service status quo
Enterprises developed after-sales service system, and the corresponding system, then the implementation of these, the key factor of the system is the people, the after-sales service personnel is the provider of service behavior, their quality, knowledge, character and so on will affect the quality of service, the process of providing services is a need for knowledge and skills of the interactive process The process of providing service is an interactive process that requires knowledge and skills, the comprehensive quality of service personnel is very much required, especially those who work full-time in the enterprise to do after-sales service employees, their high service skills require a high degree of competence, not the general use of miscellaneous people, etc., at present, there are many companies in the lubricant industry also attaches importance to the after-sales service, also the implementation of the after-sales service service work, but due to the lack of awareness of this work, so that the personnel engaged in this work they have the skills and normal human requirements. Have the skills and normal people require a large gap, the current lubricant after-sales service personnel often show this several categories.
1, purely for the technicians, only to do some work such as technical advice, oil quality complaints processing and other work, pure technical services, not to achieve the full range of real after-sales service requirements.
2, by the salesman part-time, no full-time staff within the enterprise, they will designate one or two outstanding salesman part-time, they are poor knowledge of oil, some of its own lack of literacy, there is no overall concept of work, only to consider their own things, not their own customers are not active service, so that the service work is not perfect, not comprehensive, there is a bias amount.
3, by the idle personnel engaged in the industry there are always some "surplus" and difficult to eliminate the personnel, such as relatives of other leaders or other business relationships, etc., they have no suitable position in the enterprise will be "rewarded" to the service position, such personnel have no knowledge of oil products. Such personnel do not understand the knowledge of oil products, no sales ability, no market camping skills, poor quality of their own, the problem of the user even appeared to intimidate, scolding and other undesirable phenomena, such after-sales service personnel is the worst candidate.
4, part-time by other departments, such as the enterprise is responsible for ordering or scheduling personnel, or internal clerks, etc., their work is limited to listen to the phone, pass the company's customers the problem of information, can not be super market face-to-face service for customers.
Informal service personnel unsatisfactory service performance, often make the enterprise insufficient not to benefit from the after-sales service work, but also because of its mishandling, harm to the customer, damage to the company's interests. So, those who are suitable for after-sales service? After-sales service on the staff of how high the requirements? If a company can't find such experts for the time being, how can it train its internal staff to engage in after-sales service? This is a lot of lubricant companies are forced to think and realize.
After-sales service personnel should have the conditions
After-sales service work is a comprehensive skill requirements of the work of a fairly high, by the requirements of after-sales service personnel is also quite high, with the lubricating oil companies within the years of experience in the judgment, all I think can be engaged in or able to work in this job, must have the following conditions:
1, engaged in the lubricant industry, work at least five years of experience. Work at least five years of experience, preferably engaged in technical work or sales work for several years of experience, know the current market situation, understanding of customer needs, but also to understand some of the business operations and service channels.
2, more personal cultivation, have a high level of knowledge, such as bachelor's degree or above, familiar with the knowledge of oil, and have the use of sales products, machinery, devices, equipment knowledge.
3, good personal communication skills, good verbal skills, polite to people, know when and where to face what kind of situation is suitable for what kind of language, know a certain relationship processing, or dealing with experienced, with a certain personality power, a good first impression can give customers trust.
4, flexible, on-site adaptability, able to go to the scene to solve the problem immediately using on-site conditions.
5, neat and generous appearance, declared behavior and demeanor, corporate ambassadors and product spokesman demeanor, is not necessarily handsome, beautiful, but at least to stand up to the audience, don't come out of the crooked nose and twisted mouth slanting clothes, blowing his beard and eyes, damaging the image of the enterprise.
6, good work attitude, enthusiasm, proactive, timely customer service, regardless of personal gain or loss, dedication.
Who will be hired as after-sales staff?
Maybe some people will look at it and shake their heads, such a perfect person, except for computer synthesis, where? Even if there is, but also very rare, precious animals in general, this business a few, that business a few must be in short supply, or it is difficult to ask for.
Yes, in the lubricant industry, all kinds of talents abound, but such a comprehensive after-sales service personnel, but really hard to find. For example, the technical personnel from the class, such as a professor of a college, a high school experts, they may have taken a patent to take the national awards, their knowledge of oil products in the country is one of the best, but they do after-sales service is not adapted to, they do not experience the market waves, do not know the complexity of the business on the interpersonal relationships and customer psychology, do not understand the business path of the operation of the whole is a "specialist", not flexible enough to talk about technology, but not able to understand the user's subconscious, but not to understand the user's potential, the user's needs. Talking about technology, but can not understand the meaning behind the user's subtext, how to deal with customers? There is also their knowledge is too specialized, and a single only familiar with the knowledge of oil, do not understand the mechanical knowledge. Explanation can not deal with problems such as the use of faults, there are excellent people **** sales elite, they are very sophisticated in the market for many years, but due to a lack of relevant professional knowledge, the same service process is difficult to persuade the customer, since the talented person is rare, but also difficult to find, so many enterprises after-sales service this difficult child and how to carry out the work? Currently in the oil industry, some of the use of organic to the joint, for example, a large foreign company's well-known brands of products, their after-sales service is a five-person line, lubricant experts, automotive designers, marketing gurus, economists and a business administrator three ignorant cobblers, better than a Zhu Geliang, how about it? Famous peers, know how to do it?
If there is a lack of after-sales service candidates within the enterprise, or their ability is not comprehensive, it does not matter, but also through training to strengthen their ability to work to improve their quality of work, training can be invited to the enterprise, but also can be transported to the enterprise outside the training must be trained in the project have, technical training, communicative skills training, understanding of the customer's training to the employees charged with electricity, work, of course, more ideal. The company's business is also a good example of how it can be used to improve the quality of its products.
Since the after-sales service work on the service personnel requirements are very high, that in turn, the enterprise to the matter of the treatment of this work, naturally, not 300, 500 of the dispatched, the reason why the big foreign brands in the Chinese market across the board to hire, smooth without rivals, because of their after-sales service personnel is the industry's elite, the enterprise to give them the treatment of the industry should be the highest of the other jobs, a good salary and good incentives, and who can afford to pay a good salary, and who can not afford to pay a good salary. Incentive mechanism, and who can resist the temptation of interest and not to do a good job of this work?
How to make customers satisfied?
The core of after-sales service work is to make customers satisfied, so that it maintains the business relationship with the enterprise, through the maintenance of old customers to reduce the enterprise to open new customer investment, thereby increasing the profitability of the enterprise, then, with a group of very strong ability, the level of non-high level of after-sales service personnel, is not it very easy to make customers satisfied? No! Definitely not! This involves a number of skills and ways of problems, let's look at the operation of the service work it!
1, after-sales work is not like a tangible product, the enterprise itself does not have to re-constructed, it is not like the product can apply for a patent, there is no specific instruction manual or related information can be queried or can be described in detail.
2, there is no uniform specification of after-sales service, with the enterprise and the product of different situations and random changes.
3, after-sales service work has a fixed mode, as long as the customer satisfaction, it will be the best way.
4, after-sales service can not be stored, the customer needs must be provided in a timely manner, instant "production" instant use, that is to say, after-sales service does not have a "finished product" only in the process of "semi-finished products".
5, product quality depends on raw materials and control processes, but the quality of after-sales service depends on the ability of service personnel, quality and leadership quality of the relationship between the after-sales service system.
6, the product can be made after its value, while the value of after-sales service needs to be quite a long time after the service, through the customer's reflection and the enterprise's efficiency change assessment, or after-sales service work in the time to do need to be given to the leadership of the more trust and the period of effect.
7, after-sales service intangible, is attached to the product on the embodiment of the product can be separated from the service into the market, but after-sales service from the product, it is difficult to carry out the work.
The way of after-sales service
After-sales service work has these characteristics, there are so many uncertainty and elusiveness, then how to carry out to do a good job, in order to let the customer satisfaction? For the lubricant industry and said, with the characteristics of the service and service mode what?
1, door-to-door service
For lubricant manufacturers or agents to use this way better, door-to-door for customers to provide training, on-site use of guidance or deal with the use of faults, or to deal with customer complaints, etc., if at home waiting for the rabbit, certainly no repeat customers, door-to-door service for the same kind of door-to-door service.
2, fixed-point service
For oil distributors or oil stores, etc. to take this way more, set up somewhere into the oil change center or car beauty center, etc., dedicated to the user oil and free car wash and other maintenance services.
3, commissioned services
Lubricant manufacturers often do this service, or commissioned by the agent for the body of the user services, or commissioned by a transportation company for the customer delivery, etc., generally commissioned services have to pay.
4, consulting services
Lubricant products are high-tech products, people do not know much or nothing at all, how to market, how to use, how to store, many users do not know, the general business has opened a service hotline, free of charge for the user to provide technical consulting services or business consulting services. In this regard, there is the Great Wall, Kunlun, Esso's 800 toll-free number.
5, promotional services
Lubricant manufacturers often help agents to do a good job of market promotion, it is necessary to catch the relevant services, such as helping agents to conduct market research, planning promotional activities. Layout of promotional activities, send staff to participate in promotional activities, etc., but also auxiliary hardware facilities: such as posters, corporate brochures, posters, certificates, product pamphlets; gifts: such as keychains, towels, paper towels, umbrellas, windbreakers, overalls, and so on.
6, market research services
This is generally carried out after the enterprise and the agent have a cooperation contract, due to the agent does not understand the characteristics of the enterprise's products and the market, the need for the enterprise to provide this service, sent to assist the agent to carry out market research, so as to carry out the sales work in the future. Castrol provides free local market research for agents and never skimps on investment.
7, technical guidance services
Guiding customers with different seasons, different segments of the market for the allocation, guidance to users, etc., which includes the launch of a number of technical pamphlets, such as "Driver's Handbook", "Salesman's Handbook of Oils*** Sales", etc. Shell has done the best job in this regard, often sending staff to assist agents to carry out market research, so as to carry out the sales work later. Shell has done the best in this regard, often launching some of the "Truck Driver's Handbook", "Love Vehicle Manual" and so on.
8, freight forwarding services
Conditions for enterprises to equip themselves with delivery vehicles, the customer at any time to be delivered at any time, or to help customers to carry out oil consignment and so on.
9, payment services
Enterprises to provide reasonable payment settlement services, many companies are cash spot or batch settlement or rolling settlement, customers show orders, must be implemented as soon as possible in the financial payment problems, as soon as possible to the customer shipments, such as the enterprise account opening bank must be a fast service, the collection of the financial must always count the actual company's flow of payments, etc..
10, ordering services
With the assistance of modern high-tech, ordering more and more simple, from the original letter to the phone, fax and then develop to the Internet Shen small business, are convenient for customers and business people to communicate with this service must be equipped. Such as unification from 2003 to start all the use of network orders.
11, communication services
Departmental changes within the enterprise, personnel changes, product price changes, contact information changes, etc., this information should be circulated in a timely manner to the customer, and customer orders, feedback, complaints, etc., there must be a person responsible for the registration and processing, these communication services need to be carried out by the enterprise by text fax, e-mail, telephone, face-to-face and other ways.
12, reception services
Customers to visit the enterprise to visit, to be warmly received, car pickup and delivery, and a special conference room for business negotiations, a special lounge for customers to rest, customers overnight to arrange for proper accommodation, so that there is a home away from home feeling, to promote the emotional ties between each other, these reception services are essential.
13, inspection services
Free oil testing services for customers, such as when the oil to the oil change period, oil in the use of the process of use problems to help customers find the cause of the accident by analyzing the state of the waste oil or industrial and mining enterprises used by the user of hydraulic oil, gear oil or turbine oil, the implementation of tracking and testing, regular sampling services.
14, interview service
Enterprise senior leadership regularly to the customer for face-to-face interviews, telephone interviews, letter communication, etc., in order to collect information to understand the needs of the customer, the right remedy to the customer to provide appropriate services.