"Honest man, meticulous work, the customer first, mutual benefit and win-win", respect for customers, understanding customers, continue to provide products and services beyond customer expectations, customers will always be partners. This is the service concept that we have always insisted on and advocated.
Every step, the first thing that comes to mind is the customer, who adjusts the changes at any time based on the consumer's perception of consumption.
In the face of a large number of goods (or services), consumers are more willing to accept good quality goods (or services). The quality here not only refers to the inherent quality of the product, but also includes the product packaging quality, service quality and a series of factors. Therefore, we must fully meet the needs of consumers. We stand in the customer's position to study, design and improve service. In this regard, we take the following approach:
1. Improve the service system, strengthen the pre-sale, sale, after-sales service, customers in the use of goods in a timely manner to help solve various problems, so that customers feel great convenience. Attaches great importance to customer opinion, to deal with the views of customers as an important part of customer satisfaction.
2. With our sincerity and attitude to retain customers.
3. Establish a customer-centric mechanism. The establishment of each institution, the change of service process and so on, should be based on customer needs as the center, the establishment of rapid response to customer feedback mechanism.
二、Customer is always right.
1. Customer is the purchaser of goods, need to establish long-term relationship with the customer;
2. Customers most understand their needs, hobbies, this is precisely the business needs to collect information;
三、Customer satisfaction three elements:
Satisfaction of goods: Customer satisfaction with the quality of the goods. Service Satisfaction: Customer refers to the purchase of goods before the sale, sale, after-sales service of a positive attitude. No matter how good the product is, how reasonable the price is, it must rely on service when it comes to the marketplace. "After-sales service to create permanent customers." Corporate image satisfaction: Refers to the public assessment of the overall strength of enterprises and the overall impression of the positive evaluation.
四、5S concept
"5S" refers to the acronym for "SMILE", "SPEED", "SINCERITY", "SMART" and "STUDY". The concept of "5S" is the most representative service culture innovation, which not only has the characteristics of the era of humanity, but also possesses considerable maneuverability.
Smile: refers to a modest smile. Shopping guide to have a thoughtful heart to customers, it may issue a real smile. Smile can express gratitude heart and soul tolerance, smile can be cheerful, healthy and considerate.
Rapid: refers to the "quick action", working as fast as possible, do not allow customers waiting for a long time; sincere action and thoughtful heart will cause customer satisfaction, so that they do not think too long wait for the performance of vitality with rapid action, Do not allow customers to wait is an important measure of service quality.
Sincere: I believe we are dedicated to customer service sincerity, customers will certainly be able to experience. Working in a sincere and not hypocritical manner is an important basic mentality of employees and the basic principle of doing things for others. Dexterity: To receive customers in a neat and tidy way, to obtain customer trust with a clever and clever work attitude. Research: To always learn and master product knowledge, customer psychology and reception and response skills, can stand in the perspective of the customer to think of the problem.
