An excellent customer service personnel, skilled business knowledge and superior service skills are essential, but I personally believe that at the same time we should also try to do the boring and monotonous work on the basis of these two points, learn to work as a kind of enjoyment. Below to bring you some after-sales service on the equipment experience, I hope to help you.
Equipment after-sales service experience 1
Time flies, I entered the company has been more than a year. When I first came here, for me, everything here is new, but after the fresh, more is the strict discipline, strict requirements, in the previous student life is very different.
As a customer service staff, I gradually feel that customer service work is in the ordinary to accept a variety of challenges, and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superior service skills are essential, but I personally believe that at the same time we should also try to do the boring and monotonous work on the basis of these two points, learn to work as a kind of enjoyment. First of all, for the user to be treated with sincerity, as a family member or a friend, and sincerely provide users with practical and effective advice and help, which is one of the prerequisites for enjoyable work. Secondly, in order to provide users with advice to listen carefully to the user's problems, detailed analysis of the guide, to prevent the service attitude problems caused by customer dissatisfaction.
All along, the company has been to smile service for their own responsibility to customer satisfaction for the purpose, based on their own duties, love and dedication, and do a good job of customer service work. As a newcomer engaged in the securities industry soon, I do still have some shortcomings. First, the work of the lack of experience, there are loopholes in the actual work. Secondly, the work of innovation is not enough, and thirdly, the work of the sometimes impatient emotions, eager to get things done. Therefore, in the next step in the work, I need to overcome and improve, and strive to do the following:
First, study hard, keep abreast of the times
Theory is the precursor to action. As a customer service staff, I y appreciate that learning is not only the task, but also a responsibility, but also a practical need for work. In the future, I will strive to improve the level of business, focusing on the theory of contact with the practical, with practice to exercise their own, for the company to contribute their own modest efforts.
Second, based on their own duties, love and dedication
1. As a customer service staff, I always think "to do a good job of simple things is not simple". Seriously treat each and every thing in the work, whenever encountered miscellaneous trivialities, always active, hard to do; when colleagues encounter difficulties need to shift, can give up the rest time without complaint, resolutely comply with the company's arrangements, dedication to shift work; whenever the company wants to carry out a new business, they are always on the new business to do a comprehensive and detailed understanding of the mastery of the only way to better answer the customers Only in this way can better answer the customer's inquiries, in order to make the company's new business comprehensive, in-depth development up.
2. In the work, everyone should be strictly in accordance with the "customer first, service first" idea of work, the customer puts forward the consultation, to do a detailed answer; the customer reflects the problem, they can solve the problem on the positive, stable solution to give, they can not solve the problem, and actively reflect the truth to the top, and strive to give the customer a reply as soon as possible. Strive to give customers a reply as soon as possible; to the customer's questions and solve or not, to do the registration of detailed, daily access, found that the problem is resolved in a timely manner, effectively eliminating the occurrence of errors and omissions. At the same time, the old colleagues to ask for advice is also the focus of good work. Efforts to learn and learn from their work experience and skills, not only in favor of their own work, in coordination and communication with the departments will also be of great help.
3. Not late, not early, not lazy. Can seriously and actively complete the tasks arranged by the leadership.
Third, smile service - one of the basic qualities of customer service
Today's society, all the service industry are advocating a smile. Smile is the basic requirements of the enterprise for an employee, but the smile is not just a way to express emotions, it is one of our work skills, as a customer service staff, we should be required to do technical skills and perfect service integration smile is a sword that can melt the ice. Visible, smile is a necessary means of self-protection in our work. Smile is a happy mood of a performance, when the customer needs us to provide help, we timely delivery of a smile, harvest a hope. Smile service is a kind of power, it can not only produce good economic benefits, but also create priceless social benefits, so that the enterprise has a good reputation, reputation fear plus.
Smile service is the passport to interpersonal communication, it is not only to narrow the psychological distance, to reach the ladder of emotional exchange, but also to achieve initiative, enthusiasm, patience, thoughtfulness, meticulous, civilized service of the main path, but also to achieve the service language value-added efficiency of the powerful additives. We advocate the smile service, is a healthy character, optimistic mood, good cultivation, firm beliefs and other psychological qualities of the natural flow of the foundation. Only love of life, love of customers, love of their work, in order to maintain and permanently have the kind of generous and quiet elegant smile service.
At the same time, I have some shallow insights into how to do a good job of overcoming work:
First, do a good job of after-sales service, and constantly improve the quality of after-sales service personnel
Customer service work is a comprehensive skill requirements of the work of a high degree of customer service personnel are also very high requirements. An excellent customer service staff should have the following basic qualities:
1. Try to understand customer needs, take the initiative to help customers solve problems.
2. Have good personal training and high knowledge level, understand the company's products, and familiar with the business process.
3. Good personal communication skills, good verbal ability, polite to people, know when and where to face what kind of situation is suitable for what kind of language expression, know a certain relationship processing, or dealing with experienced, with a certain degree of personality power, the first impression of a good can give customers trust.
4. flexible, good on-site adaptability, able to go to the scene to solve the problem immediately using on-site conditions
5. neat and generous in appearance, speech and behavior, decent.
6. Good working attitude, enthusiasm, proactive, timely customer service, regardless of personal gain or loss.
II. Handling customer complaints and grievances
1. Establish a customer opinion form or complaint register. Receive customer complaints or complaints of information, recorded on the form, such as company name, address, telephone number, and the reason; and timely delivery of the form to the hands of after-sales service personnel, the record of the person to sign to confirm, such as the office clerk, receptionist or salesman.
2. Immediately by phone, fax or to the customer location for face-to-face communication, detailed understanding of the content of the complaints or complaints after the discussion of the solution and timely response to customers.
3. Tracking the implementation of the results until the customer is satisfied with the response.
Third, the handling of customer complaints and complaints need to pay attention to the aspects
1. Patience a little more
In the actual handling, we must patiently listen to the customer's complaints, do not easily interrupt the customer's account, and can not criticize the customer's shortcomings.
2. Have a better attitude
Sincere attitude, polite and enthusiastic is the basic requirement of a qualified customer service personnel. A modest and friendly attitude will prompt customers to calm their minds and rationally negotiate with the service personnel to solve the problem.
3. Action faster
The action to deal with complaints and complaints fast, one can let the customer feel respect, two to show the sincerity of the enterprise to solve the problem, three to prevent the customer in time to prevent the negative pollution on the enterprise to cause greater harm, four to the loss of sincerity to the least.
4. decent language
Customers are dissatisfied with the enterprise, in venting dissatisfaction with the verbal statement may be overly aggressive, if the service personnel and the tit-for-tat, is bound to deteriorate the relationship between each other, in the process of explaining the problem, the wording is decent and generous, as far as possible to use the language of the euphemisms to communicate with customers after the sale.
5. Higher level
After the customer complaints and grievances want to be taken seriously, often dealing with these issues the level of personnel will affect the customer's expectations to solve the problem of the mood. If the high level of customer service personnel can personally deal with the customer or personally to the phone to sympathize, will dissolve many customer grievances and dissatisfaction, easier to cooperate with the service personnel to deal with the problem.
6. more ways
There are many ways to solve customer complaints and grievances, such as inviting customers to visit customers without this problem, or inviting them to participate in knowledge seminars and so on.
Fourth, to calm the customer's dissatisfaction
1. listen carefully to every word of the customer
2 full apology, let the customer know that you have understood his problem
3. to collect information on the incident to find the most appropriate solution
4. to propose effective solutions
5. to ask for the customer's views
Looking back on 2018, I will be the following aspects of the individual work summary report is presented as follows:
First, looking back on the growth of the road, it is difficult to let go of the past work team
Looking back on 2018 ___ of the work, the excitement and excitement at the same time, the big city of the opportunities and challenges of their own lives in the future of the future of a lot of considerations and pondering. At this moment is more difficult to give up, in front of the choice between going and staying, they have considered for a long time, stay in ___ can continue to work in the past, do a senior biotechnology technician, the office comfort and leisure work, at the same time you can accept a very good training of large companies; leave the company, a new work environment, many things are unknown.
Second, into the new environment to reposition the role of the work
From ___ back to ___ work, came to a strong group of after-sales service department work, but the object of the work, the method is very different. In the beginning of that time is not very 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 adaptation, the adaptation of work style and method is relatively slower. Like the previous work, a lot of things are very fixed and easy, in the work process and method are relatively simple, but now have to deal with the actual problems on the scene, many times not only tricky and more and other companies or party A communication, customer dissatisfaction also bring some negative impact on the smooth progress of work. 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 prevent the occurrence of unpleasant things, so that on-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 own work
After each site processing is completed, I have developed a good habit, each time the work process is recorded down the road and the site of the debugging process and its problems in the process of dealing with the problem, so that their own level of enhancement of the very fast. The technology itself is a long process of accumulation, but also to continue to learn new and advanced technology to arm their minds.
Due to the nature of the work, the need to develop a good personal work record habits, through a long period of time will become a considerable wealth. Through nearly a year of work and accumulation, the company's related products can now be handled independently, which has a lot of company training to promote their own can be independent as soon as possible, and produce economic benefits.
Fourth, conclusion
Looking back on 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, the quality of the business is not enough to improve the fast enough, the new business knowledge is still not enough to learn more, not thorough;
3, this job is not enough, not enough, not enough, not enough.
3, the work of this job compared with other colleagues there is a gap, the sense of innovation is not strong.
In the future work, please give me supervision and advice, I will try to improve my own shortcomings, and strive to get better results Above is my personal work summary in 2018, as the saying goes: "dribs and drabs, make extraordinary", in the future work, no matter whether the work outside is boring or colorful and varied
Equipment after-sales service experience 3
I. After-sales service in the early stage
1. shipment: when our products are sold, it is bound to send personnel to the site for installation services, and this seemingly simple work, but has its importance.
According to customer demand, we generally ship to the site in advance, this time there are also personnel with the goods to the same, when the service personnel with the goods to the same, be sure to confirm the contact person and contact information, half a day in advance to contact the customer to discuss how to pick up the goods, in order to make advance arrangements. To ensure that the customer during this period of time to do a good job of time adjustment, because time is very valuable to everyone, and there may be other arrangements in the middle. So when communicating with customers, you can say the time back a little bit, for example, if you can get there in the afternoon, you can say:
"No accident, normal night between can be rushed."
"I'll contact you at the earliest possible time!"
"I'm not familiar with the area, do you think you could pick me up?"
If the other party is also busy, or unfamiliar with the place, can not come to pick you up, you do not have to be annoyed, you can ask for details of the address. If the distance is relatively far, the expenses incurred in the end of the installation and commissioning can be mentioned to the other party. But do not argue with the customer.
2. On-site installation
Goods to the site, it is bound to be installed, if the schedule is tight, at the request of the customer, the night has to be installed. This time to obtain each other's help, you can coordinate with the person in charge of the site, arrange for drivers or civil workers to help, in order to better and faster completion of the task. Of course, at this time also according to their own situation, if the body is not comfortable, you can try to arrange for others to complete. During the period you can communicate with the person in charge, la la family. Let the customer to participate, so that the other party knows how to install, do not say nothing to do their own work! Of course, after you said, he did not arrange, is another matter.
Another situation, the goods to the site, may not be tight schedule. If you do not propose when to install, the customer may be forgotten at this time, or do not arrange the installation, at this time, you have to take the initiative to put forward: "We come out of the service, one of the company's arrangements, regulations must be installed as soon as possible debugging. To the site, we also listen to the customer's arrangements, so you need the goods, we immediately came over to the service, you see when the earliest possible time to arrange this thing, or we can also make better arrangements! Because now everyone is busier."
II. After-sales medium-term
3. Installation and debugging
After the end of the installation, the instrument and equipment should be debugged. Be sure to do the normal work of the instrument, equipment installation. During the period will encounter some problems that we need to solve.
3.1 Instrument problems
Instrument debugging found that the parameters are not stable, this time, to check, one or two? Or the whole? Or the road surface has any effect? If you can not solve their own, to reflect the timely phone to the leadership. Do not give a bad product to the user. Even if there is a little problem, but also to solve! So as not to leave unnecessary "hidden danger".
3.2 Equipment
Installation of equipment, we often encounter the problem of mismatched installation, sometimes the product is the province's defects, some of which are left behind in the process of processing our "ambush". I went to the site service time encountered such a situation: the standard parts of the screws of different lengths of teeth, resulting in the consequences of the screws and another standard parts of the confinement, there is no tight state. This gives the customer's impact can be imagined! So in the event of a problem, after-sales service personnel should not only solve the problem, but also reflect the problem in a timely manner, when the production management knows such a situation, it should be adjusted in a timely manner to find out the reasons for the increase in product testing before leaving the factory! Ensure that the product no longer have a similar situation!
I engaged in the service ___ the beginning of the year to today, there are still some processing problems, that there are production management loopholes.
The management of production is particularly important for an enterprise, management is not in place, the product will be defective, the product is defective, it will be directly related to the user's evaluation of the use of the product and the product's share in the market! Like evaluating a person, each person's level is not the same case, we value the quality of a person! A person's quality directly affects the company's image.
4. equipment use
After the end of the installation of the instrument will be debugging and use, before use must be as much as possible to communicate with the user to explain some of the construction process may encounter problems, as well as how to deal with the problems encountered! Instrument use what to pay attention to? What are the factors affecting the site? People, things, equipment, the three are mutually reinforcing, must be done in an orderly manner.
III. After-sales epilogue
5. Hand over the equipment intact to the user, so that the user is familiar enough with the product, so that the other party to sign the checklist! Leave the driver's phone number, if necessary, and the driver to exchange feelings! Do not know and the driver more advice! At least let the driver feel that our products are very good, is cost-effective, choose our products, is the right!
Appropriate time, to the user to make a phone call, ask the use of the instrument! Give timely explanations and responses to the problems that arise.
When you can not do the judgment, and the leadership to discuss how to better deal with the problem!
For after-sales service work, I would like to summarize: after-sales service is a very important work, but also an important continuation of the work following the sale, do a good job, you can increase sales opportunities. Do not do well, can also destroy a relationship network.
So engage in after-sales service first to understand all aspects of the industry. Our after-sales service is a lower and upper work, on the one hand, to contact with the lowest level, on the other hand, also want to contact with the middle and even the top. Our service identity will not change, but we have to change a perspective and image and each other to communicate!
Equipment after-sales service insights 4
1, after-sales service is to participate in the market competition of the sharp weapon
With the rapid development of science and technology, almost all industries have successively appeared in the situation of excess production capacity, including, of course, the after-sales service of the various trades and industries are faced with a strong competitors. Each enterprise produces products in function and quality is extremely similar to the brand competition quality difference is becoming smaller and smaller, the price war has made many enterprises exhausted, the comparability of tangible products is getting smaller and smaller, the enterprise only inquiries to find intangible services to differentiate themselves from the competition, so that high-quality after-sales service is the enterprise to determine the market positioning and win the competitive advantage of the market sharp weapon.
2, after-sales service is to ensure that the rights and interests of consumers a strong guarantee
Enterprises to provide consumers with economic and practical, high-quality, safe and reliable products and after-sales service is to maintain its own survival and development of the prerequisites, although the enterprise seeks to differentiate the level of after-sales service is getting higher and higher, but to do everything is not yet a good idea. Due to the consumer's 'improper use or staff negligence, a variety of product problems occur from time to time, and then the excellent production enterprises are not able to ensure that the decision is not wrong or cause customer complaints, and therefore timely remedies for errors, correct errors, and effectively deal with customer complaints and other after-sales service measures to ensure that the rights and interests of consumers become the most effective way. Therefore, we can say that the after-sales service is to ensure that consumer rights and interests of the last line of defense, is to resolve business errors and deal with customer complaints, to improve customer satisfaction is an important and effective measures.
3, after-sales service is an effective measure to improve customer satisfaction and loyalty
Consumers' pursuit of the benefits of products and services include functional and non-functional aspects. The former reflects the need of consumers for the functional quality of the product; the latter is reflected in the spirit, emotion and other psychological aspects of the need, such as exquisite packaging, harmonious and perfect service process, timely and considerate service effect. With the development of social economy and the improvement of consumers' own income level, customers pay more and more attention to non-functional benefits, in many cases even beyond the attention to functional benefits. In the current high-speed development of the market economic environment, enterprises want to long-term profitability towards the strong, we must win long-term cooperation with customers, to maintain customer loyalty, improve customer satisfaction. Enterprises in the implementation of this initiative in the process of customer satisfaction after-sales service is the long-term development of enterprises, and ultimately to the maturity of one of the effective measures.
We should improve the medical equipment after-sales service, in order to achieve the realization of the goal of win-win situation between our company and customers ......
Equipment after-sales service tips 5
20__ years is our company's leap in the company's leadership of the brilliant Under the wise decision-making of the company's leadership, the Sales Department took the lead in the introduction of the Monte new car sales of more than 1,000 units, doubling the profit, a record high. At the same time after-sales also has a sea change, from the previous basic chapterless disorder to now have advanced institutionalization, standardization of service processes, daily work forms, check the regularity of the work, while also increasing the staff's opportunities for learning, and the introduction of advanced management concepts, improve the quality of individuals to improve the quality of after-sales service has laid a solid foundation for a better embodiment of the quality of our after-sales service, In order to better reflect the quality of our after-sales service, improve customer satisfaction, we in line with the principle of thinking of the customer everywhere, increased the workshop hardware facilities, equipped with the relevant positions, transformed the customer rest area to create a beautiful and comfortable environment for the customer
20__ the second half of the year in the Siping dealers, our company took the lead in the use of service adviser position, to promote the after-sales service quality of our company played a decisive role. The role of service advisor has played a decisive role in promoting the quality of our after-sales service. It not only reduces a lot of complaints from customers and the problem of more labor hours and less service, but also increases the number of vehicles and unit price as well as the loyalty of customers to us.
20__ year into the factory is 5427 units, turnover is 932,368 yuan, the customer unit price is 171 yuan. 20__ year our into the field is 7065 units, turnover is 1,475,256 yuan, the customer unit price is 208. this year than last year into the field of vehicles increased by 1,631 units, the turnover increased by 542,888 yuan, the customer unit price increased by 37.2 yuan. From the data of 20__ year than in 2009 there is a steady improvement. It can be seen that the company's rectification of after-sales is effective, but there are still a lot of places that need to be improved, from the quality of personnel to the standardization of processes, execution, the professional skills of the technician and the workshop's specialized equipment need to be improved. Although there are still many shortcomings and difficulties, but we firmly believe that 20___ will be our after-sales year of great success.
20__ year our goal is to enter the field vehicle growth of 50 percent, turnover growth of 80 percent, customer unit price growth of 20 percent, based on the service we have to upgrade to a higher level.
Finally, we rejoice in the face of the results at the same time, we are also sober to see that we are in the after-sales service work in the many shortcomings, especially in how to improve customer satisfaction, increase customer loyalty and service concepts of innovation, there is still a lot of potential to be dug out, but also to improve the quality of our own. To this end, in the face of the upcoming 20___ years, the after-sales service department will give full play to the spirit of teamwork, group efforts, closely around the "after-sales service into the brand of Siping Mingbang" the main theme of the "brand marketing", "service marketing" and "cultural marketing" are closely integrated to ensure the successful completion of the after-sales service work in 20__.