How to manage after sales and how to do a good job in after sales management? Can you give an exampl

I have asked similar questions before, but they are all a bit general, and I will talk about them roughly for the subject's reference.

For manufacturers like Haier, which are oriented to public users, the price of the product includes the basic installation fee and maintenance fee, which is a kind of after-sales service, and this kind of service process has been very standardized.

Product sales + service sales for enterprise customers, such as Huawei, IBM, system integration companies, etc., this type of after-sales service includes planning and design services, system integration services, customized development services, professional services (database optimization, performance improvement services, etc.), maintenance services and maintainess sercice maintenance services. The process has a lot to do with the type of product, the pricing mechanism of the service, the acquisition of service delivery personnel, etc.

The way to take a shortcut is to see how the corresponding large enterprises do it, follow suit, for example, they have all bought the sales easy, or which brand of field service cloud system, is it necessary to buy one too? They have all started to send work orders to digital process transformation, will they also follow suit?

How to do a good job in after-sales service?

In the operation and management of enterprises, the most important link is how to do a good job in after-sales service. Enterprises spend too much cost and energy in their operations to do the market and close customers. If we don't do a good job of satisfying customers in the after-sales service, these old customers will choose other brand products, which means that we have lost a lot of customers in vain, which is the most luxurious waste.

1.If there are customers who are dissatisfied with our products, we must pay attention to them, let them know our sincere attitude, deeply understand their needs and dig out the pain points, and give customers a satisfactory answer. Empathy, let customers feel our sincerity and willingness to adjust, maybe only in this way can save customers from changing their minds.

2.In the whole process of enterprise operation and management, if the customer is dissatisfied on the spot, it must be solved at the first time, appease the customer's emotion, and do not let it spread and affect the purchase mood of the people around him.

3.In the operation and management of the enterprise, we must always dig into the deep-seated needs of customers, so that customers become our loyal fans, continue to consume, and introduce new customers.

Doing a good job in after-sales management is an important part of improving customer satisfaction and loyalty and promoting the sustainable development of enterprises. Here are some of the practices and examples of businesses in after-sales management:

Establish an after-sales service center: Enterprises can establish a unified after-sales service center to deal with customer problems and complaints in a centralized manner, and provide customers with one-stop after-sales service. For example, Apple's AppleCare Service Center is able to provide after-sales support to users through various methods such as email, email, and chat.

Training after-sales service personnel: Enterprises need to train professional after-sales service personnel, so that they can master product knowledge and technology, and be able to solve customer problems in a timely and effective manner. For example, Xiaomi pays special attention to the training of after-sales service personnel and adopts the service concept of "customer-centric", so that after-sales service personnel can serve customers wholeheartedly from the customer's point of view.

Provide after-sales support through a variety of channels: Enterprises can provide after-sales support to customers through various channels such as email, email, customer service, and social networking to meet the needs of different customers. For example, Huawei provides users with 24-hour global customer service, customer service, and social customer service.

Actively respond to customer problems and complaints: Enterprises need to actively respond to customer problems and complaints, and take timely measures to solve problems, so that customers can feel the care and intimate service of the enterprise. Toyota Motor Corporation, for example, has a global "customer first" philosophy, providing fast and efficient after-sales service and working to improve products and services.

In short, doing a good job in after-sales management requires enterprises to pay attention to customer experience and service quality, establish a sound after-sales service system, provide after-sales support through multiple channels, actively respond to customer problems and complaints, and continuously improve and optimize after-sales service.

To do a good job in after-sales management, enterprises can take the following measures:

1.Establish an after-sales service system: Enterprises should build a perfect after-sales service system, including customer service, customer service, maintenance center, etc., to provide customers with comprehensive after-sales service.

3.Set up a dedicated after-sales team: Enterprises need to set up a dedicated after-sales team to deal with customer problems and feedback, and follow up and solve them in a timely manner.

4.Strengthen product quality management: Enterprises need to strengthen product quality management to avoid customer complaints and after-sales problems due to product quality problems.

5.Improve the after-sales process: Enterprises need to continuously optimize the after-sales process to improve after-sales efficiency and satisfaction. For example, a self-service repair system has been established to provide fast and convenient maintenance services.

Take Apple as an example, it has been more successful in after-sales service. Apple provides users with a variety of after-sales service methods, such as customer service, support, mail maintenance, etc., and implements a variety of service commitments such as 30-day no reason to return and exchange, one-year free maintenance, and extended warranty services. In addition, Apple has set up a dedicated after-sales service team to deal with customer questions and feedback.

Through these measures, Apple has succeeded in increasing user satisfaction and building a brand image.

In the era of mobile office, some leaders can grasp the office situation of each team member without leaving home, and digital after-sales management tools are convenient, but at the same time, we also need to understand some key items in management.

In the survey, it was found that due to the lack of scientific project management systems and tools, many enterprises will face various management pain points. Therefore, in order to solve the problem, the after-sales maintenance management system needs to cover the entire process of sales, production projects, installation and delivery projects, and various maintenance and upgrade services.