How do after-sales service of solar water heaters
[REVIEW] service merchandise throughout the sales process is one of the key; is the inevitable outcome of the fierce market competition, and brand based on the strong opponents of the forests; our dealers products service responsibilities and obligations.
After-sales service of goods throughout the sales process is one of the key; is the inevitable outcome of the fierce market competition, and brand based on the strong opponents of the forests; our dealers products service responsibilities and obligations.
Some distributors to service as a channel of profit growth again; some dealers that the burden of sales, then we look at how to service it in the end? Service is a "double-edged sword," Dance of the good, the key in the dance "the sword" have no superior, "sword", if it freely, "and the sword," one, then the service can make These customers become your loyal users, for products, brands and stores to talk about things you do publicity, generate word of mouth, to bring you unlimited business opportunities and profits. Otherwise your sale will be a heavy burden.
How do service shall be as from the next aspects:
1, we must first establish a correct concept of service
Service concept is a personal long-term culture (or store) the charm, the seller should establish a "genuine customer service" concept, with a clear conscience sales service, and not just for show.
In spring 2005, I went to Tianjin to visit Mr. Sun do plumbing business, his store a large, open area of ??not less than 300 square meters, six or seven waiter busy around, business is booming. When asked about his business better than others Why, he told me the story happened to him: 30 pm bumper year in 2003, Mr. Sun ended the year a person busy, happy New Year back home, the family just 20 km from the city to his home city a user called me and said elbow on home water leakage, so sent in the past maintenance, installation work, but the store has been a holiday, Mr. Sun also can take the New Year and as far away as 20 kilometers outside of the home delayed two or three days but he did not do so, just want to not affect the user because of elbow leaking New Year, the city immediately drove back to the user of the maintenance, when the user know that Mr. Sun to fix a bend is 20 km away from the home back to the specialist, the family was very moving, to say we should stay in his home to eat dinner Mr. Sun. One can imagine that the user whom the future of the plumbing business will dry. As long as we are "in good faith for the customer service" under the guidance of thought, I believe we will be rewarded.
2, do a little more than the competition, than the user s heart a little more than expected
The face of an increasingly competitive solar market, all manufacturers of dealers to lay emphasis on services in this card, if we are all the same services, such as receiving calls, then the appointed time came to repair, fix to fill a single return, after-sales staff step by step do their share of the work, this should be, but still not enough, our services should be more than the opponent on a grade, for example: if the solar installation is completed, within three days of phone calls asking to use, mainly because just bought a solar energy user, do not quite understand the use of the product, there are fresh, high expectations of insecurity and the multiple psychological, make a phone call asking about, is to allow customers to be assured.
When the user for three months, they still call or home visit, mainly to forget that we do not let customers order more exchanges, the establishment of feelings, mutual understanding, enhance trust. Customers will also be good to them that the products recommended to more friends. Of course there are many other ways to make services such as comprehensive physical examination of solar energy before winter; new users for the same solar cell, the way to access old user; as the year to send some small gifts.
Sales service, but also provides premium services beyond the expectations of consumers. For example, we are committed to service calls within 24 hours of receiving home care, and basic do not actually over 6 hours was home, which is more than expected. And so every time, and provide a very professional service, then the customer will be showing the psychological satisfaction. In addition to other service personnel to do some extra services (such as the elderly can help at home with his shoving garbage bags down the stairs, a small basin repair the defects, etc.), then it will give the customer a pleasant surprise. At this time, customer satisfaction is manifested from the heart, he thinks you do not have any utility.
3, have the courage to do after-sale innovation, innovation
"Think not afraid, afraid can not" do the services and products to do the same, to be innovative. Let us learn about the cross: in a washing machine to a repair shop, the boss of a small business is always booming, he repairs washing machines and others, the difference is that each user site maintenance, always in advance with with a washing machine can use, such as a user of the washing machine a short time fix it, he put the spare use of washing machines allow users to stay temporarily, washing away the bad maintenance, repaired to give the user after the change over, he is such a new ideas will be in exchange for a large number of repeat customers. We have innovative solar energy industry, services, dealer friends, usually to more refined, more research, more reference, look at the disadvantages of our industry where our competitors weaknesses where others have not done well by us do, innovation comes from inspiration, let me start seriously thinking about the brain now!
4, good after-sales service staff training
We are mostly solar store sales, installation, sale together, sales by the installers do the job, so they should first do a good job training. Strengthen after-sales service personnel-related training, including professional knowledge, attitude, language services, service standards and other aspects of training. Training employees to make good after-sales service with professional product knowledge, positive attitude and the spirit of serious and dedicated service to the customer at work to provide more and better service quality to win customer satisfaction. All of the solar installation, maintenance personnel must be trained to posts.
Some installers only experience to the job, "two or three, half-comprehended, brought on the installation," chaos is also frequent, installation services, etc. This has resulted in expenses of the dispute has never stopped, how can we speak on customer satisfaction? There was a word said: "We were first produced, followed by manufactured products." Good service is by a professional, formal and systematic training of service personnel to accomplish and achieve. Haier to do in this area very well. They attach great importance to the overall quality of personnel, such as product knowledge, service response standards in areas such as training, regularly hold sales training. Train service personnel have excellent professional knowledge and dedication to customer service responsibility.
5, the peace of mind for handling complaints
Services, no matter how good it is impossible to do 100% customer satisfaction, because the quality of my users will vary, there were customer complaints, handling customer complaints is to listen to their grievances, constantly correcting their mistakes, to maintain business reputation. Used properly, can not only enhance and strengthen relationships with customers, and even promote sales growth, how to deal with and solve these problems?
? Once the customer complaints, should respond quickly, and strive in the shortest possible time a comprehensive solution to the problem, give the customer a reasonable answer.
? questions to clarify responsibilities, and for their own reasons because of inconvenience or loss caused by the customer, to give compensation or returned because of customer dissatisfaction caused by other reasons, to explain to customers in a timely manner, and to help them solve the problem, for indeed because the customer s own reasons, to be patient to respond.
? service by service personnel work with customers to complete the exchange and communication. Real life, only the business professional, peace of mind, attitudes, good service, it may provide high-quality service to satisfied customers. Each person in the life and work, there will be emotions, happy or worry will encounter things. Therefore, to provide satisfactory service to customers, as service personnel, we must have a strong sense of service. Mentality must be smooth, dry and not be maintained, reasonable manner. Service good or bad sense of service to customers is to determine whether to provide quality, customer satisfaction based service.