First, in order to improve customers' ability to guide consumption and promote brands, and achieve the purpose of "knowing brands and selling cigarettes to make money". On the one hand, innovate the form and content of customer training, establish customer QQ group, transfer business skills regularly and improve business ability. In 20 14 years, * * * conducted 10 customer training, and 867 customers participated in the training. On the other hand, enrich the forms of brand cultivation, and actively carry out the theme activities of "We are in the same boat, and I co-manage with customers" to help customers grow and promote the development of key brands.
The second is to implement the lighting project of retail terminals. On the one hand, by fully publicizing the functions and advantages of modern retail terminals and fully respecting customers' wishes, we can achieve "six unifications", that is, unified display, unified publicity, unified pricing, unified display, unified logo and unified advertising. Guide customers in Guangxi to transform kitchen window glass into cigarette display cabinets, and carry out slope transformation on 47 old cigarette cabinets, and uniformly paste the service brand logo of "Wonderful Emotion" on the cigarette counter facing the street, forming a strong visual impact and highlighting the terminal display effect; On the other hand, make full use of the information platform to carry out the "My Store Show" activity, and through the comparison before and after the image transformation of the terminal storefront, inspire customers to refer to standards, voluntarily participate and transform and update the showcase. In addition, 60 indoor advertisements were made and installed, 30 aprons of Miao and Dong love icons were made, and 60 boxes of Miao and Dong love customer information were distributed, which effectively improved the terminal advertising effect.
Third, the "upper level smoke" is always based on standardized management. With law-abiding operation and clearly marked prices as the main contents, we will take measures such as sending letters to customers, seminars and training, and publishing information online to establish a standardized and orderly market environment with high-quality services and fair competition, so as to combine supervision with self-discipline and guide customers to develop in good faith; Extend the service brand of cigarette "wonderful emotion" to customers, and use culture to perceive and lead customers' self-development.
The fourth is to improve the function, constantly explore and summarize, and constantly improve the customer service system. Taking the construction of "standard terminal image street" along Wengxiang and Binhai towns as a pilot, we will focus on building rural terminal reconstruction projects, improve the six functions of terminals, change the terminal image, improve the brand listing rate, constantly refine the different marketing methods of different stores, and actively improve the terminal construction level.
The fifth is to further integrate the customer service layout of cigarette retail in rural power grid. Optimize customer service lines in remote and scattered areas, improve customer service management level in remote and scattered areas of Kaili, improve the quality of account managers, innovate service methods, provide personalized services at multiple levels and through multiple channels, and continuously improve the satisfaction of rural online retailers.
Sixth, formulate standards and conduct strict evaluation to ensure the effective improvement of service availability and customer satisfaction. The account manager is the bridge and link between the company and customers. How to play the role of account manager is an important factor to ensure the success of rural power network terminal construction.
(1) formulated the Management Measures for Rural Power Grid Account Managers, which further clarified the monthly visit frequency and service content of rural power grid account managers.
(2) A mutual aid working group was set up, and each group carried out the "typical tree and tree benchmarking" evaluation activity every quarter, which formed a good atmosphere of comparison, learning, catching up, helping and surpassing.
(3) Establish and improve systematic and strict evaluation criteria, and conduct monthly quantitative assessment on account managers in the form of clarifying personnel and organizing account managers to cross-check customer service in each line in turn. For example, in order to further improve the reasonable monthly talk supply of customers, we will refine and summarize the cases of well-done account managers to set an example for everyone, share our experience at the morning meeting, track and analyze the customers whose monthly talk is less than 50%, strictly assess them, and continuously improve the ability of account managers to guide customers.