The three pillars of after sales service, the three core points of after sales service

The three pillars of after-sales service are: one is quality, the second is efficiency, and the third is customer reception.

The main thing is service attitude and efficiency, the most important key to after-sales service is service attitude, a good service attitude can have a good impact on after-sales service, I think the biggest pillar of after-sales service is service attitude, this is my personal opinion, I am also a long-term service industry.

The most important thing is product quality, and the product will naturally be much less after-sales.

And then there is **, you get what you pay for, and you don't expect after-sales for things that are too cheap.

There is also the service attitude, which is also crucial.

Service quality, customer satisfaction, secondary sales.

After-sales service is a variety of service activities provided after the product is **. From the point of view of sales work, after-sales service itself is also a first-class means. In the follow-up stage, the salesman should take various forms of cooperation steps to improve the credibility of the enterprise through after-sales service, expand the market share of the product, and improve the efficiency and income of the sales work.

Chinese after-sales service.

Foreign name: after-sale service; after service

Pinyin: shǒ hou fu wu

Nature of business services.

Importance. After-sales service is the most important link in after-sales. After-sales service has become an essential element for enterprises to maintain or expand market share (such as Serta, Tmall, JD.com, etc.).

The quality of after-sales service can affect the satisfaction of consumers. At the time of purchase, the relevant regulations such as warranty and after-sales service of the product can help customers get rid of doubts and wavering shapes and make up their minds to purchase the product. High-quality after-sales service can be regarded as the product of the brand economy, in the fierce competition in the market, with the improvement of consumer awareness and changes in consumer concepts, consumers are no longer only concerned about the product itself, in the case of similar products with similar quality and performance, they are more willing to choose these companies with high-quality after-sales service.

Objectively speaking, high-quality after-sales service is the product of brand economy, and the after-sales service of brand-name products is often better than that of miscellaneous products. The best brand products are generally higher than miscellaneous brands, on the one hand, based on product cost and quality, but also because the sales strategy of brand-name products has been taken into account.

In the face of the sluggish automobile market and the world's new and old car sales, various manufacturers and dealers are searching for dry intestines and using various methods to alleviate the severe cold situation, and the facts are often unsatisfactory. In this case, there are many people who aim for after-sales service. The aftermarket has quietly become a supplier of auto parts and a new pillar of profit for auto dealers.

According to relevant statistics, in a complete and mature international automobile market, the profit of the car 50 is incurred in the service category. At present, after the domestic automobile market, the profit and sales ratio of 4S stores has reached 4:6.

Following the downturn in the car market, the proportion of post-sale sales rebounded, on the contrary, sales of new cars fell sharply. In some cases, sheet metal and paint, the three pillars of maintenance and care services. Where the balance sheet and spray paint accounted for 40 after sales, and 85 percent of the revenue, claims from insurance.

Thus, the dealership is more primarily protected from car insurance. However, the necessity of on-the-spot insurance, the withdrawal of the link to the claim of the car insurance agency, the time of escape, the premium of the rebuilding of the sales channel, a series of new rules of the insurance company's STH, and the "selfishness" of the profit of the 4S store from sales to after-sales profit before the flowering period to be wiped out in the cradle. In terms of data, the most obvious is the number of car insurance claims and the decline in the amount of claims in 4S shops.

The impact of the car insurance 4S shop business is constantly expanding new rules. The sales manager of the post-4S store said that the new rules on car insurance have a great impact on the profits of the store, whether it is in the number of reduced profits, and the number of vehicle insurance claims, whether it is a double-digit drop in the number of claims. After the original worksheet and painting more than half of the total sales, the maintenance staff was too busy with care, but at the beginning presented a few maintenance workers to repair the car.

In addition, the annual transition owner markets to the insurance company**. This also symbolizes that insurance companies are constantly reducing maintenance costs. Correspondingly, the sales profit margin after the 4S store has also decreased.

In the long run, the claims of 4S stores in car insurance claims, the claim amount will continue to be depressed, and the three pillars of the 4S store's sales business will be likely to become chickens after the balance sheet and spray paint. In the past few years, dealers have suggested that the profits of 4S stores cannot simply depend on new car sales, and after-sales service will be the trend of the future. However, after all aspects of sales, when it is not yet mature, the new insurance regulation transforms the sales profit inheritance of 4S stores to be suppressed.

Dealers need to be at this time to emerge, its boutique premises profits by mining homework, and the second-hand car market derived products business to achieve the Ximengbao children's bed.

Delete or uninstall the software that went wrong first. Then, we go to the mobile phone antivirus software on the Internet, after installation, we open the software, the software will detect the phone, after the detection, the software will ask whether to repair, or the virus to kill it, and choose to repair it. Under normal circumstances, viruses or Trojans will be eliminated, and if the problem has not been solved, then the only way to flash the machine is to flash it.

If there is a virus in the mobile phone, we first delete or uninstall the software that has gone wrong. Therefore, sometimes the update can not solve all the problems perfectly, so it is time to change the mobile phone for the mobile phone, it is 9102 years, the mobile phone and computer are updated quickly, don't feel sorry for your old mobile phone.

The three core points of after-sales service are:

1. Maintain a friendly attitude

Always maintain a friendly attitude when dealing with customer complaints, so that you can better communicate with your customers. If the after-sales service staff is not friendly in dealing with the customer's complaint, it will make the customer even more unhappy and deteriorate the relationship with the customer.

2. Quickly deal with customer complaints

For the opinions and complaints raised by customers, we should help customers deal with them quickly. Customer complaints are nothing more than wanting to get a satisfactory result, if the customer's opinion can be accepted as soon as possible and a solution can be made quickly. The more timely the processing, the more customers will feel valued and the more satisfied they will be.

3. Involve customers in the process

In the process of helping customers deal with complaints, if the resolution process is complex, involve the customer. The process of after-sales service is very important, so when dealing with customer complaints, each step of the operation of the silver fiber program must be carried out after the consent of the customer, and can not be completely done in a personal way.

Service Content

1. Install and debug products on behalf of consumers.

2. According to the requirements of consumers, carry out technical guidance on the use and other aspects.

3. Ensure the maintenance of spare parts.

4. Responsible for maintenance services, and provide regular maintenance and regular maintenance.

5. Provide consumers with regular return visits or door-to-door return visits.

6. Implement "three guarantees" for products, that is, repair, replacement and return (many people think that product after-sales service is "three guarantees", which is a narrow understanding).

7. Deal with vertical consumer letters and visits and complaints, and answer consumer inquiries. At the same time, we use various ways to solicit consumers' opinions on product quality, and improve them in time according to the situation.

For example, there are two mobile phones...The performance is the same, the quality is the same, one has no after-sales service, and the other has after-sales service....Which will you choose? Of course, there is after-sales service, because there is a guarantee.

Find a way to solve the customer's problem.

1.Prevent customers from renegating.

Congratulations and praise (for example, after some dust ruler companies sign a contract with customers, the general manager of the company will send a thank you letter to the customer).

Express gratitude (e.g., thank you Mr. Wang for your support to my work).

Let customers get products or services as soon as possible (send the goods to customers as soon as possible) and surprise customers (for example: apply to the company for a batch of tasting products to customers) 2Do a good job of after-sales service.

The first sale depends on the charm of the product, and the second sale depends on the charm of the service.

After-sales service is a sharp weapon for enterprises to participate in market competition under the conditions of buyer's market; It is the last line of defense to protect the rights and interests of consumers; It is an effective measure to maintain customer satisfaction and loyalty; It is a good prescription for enterprises to get rid of the first war; It is to meet the needs of China's accession to the WTO and economic globalization; After-sales service is an inevitable requirement for the development of science and technology.

After-sales service is very important to further extend the service. An excellent after-sales personnel can dig out the leaks enough to judge through their own professional knowledge and orange ears, on the one hand, help customers solve the problems in actual use, eliminate potential adverse effects, and improve the reputation of the product; On the other hand, it also obtains valuable feedback for the company, which is conducive to the further development, design and improvement of the product.