Model essay on after-sales service experience 1
In a blink of an eye, the first half of 20__ will be over. Looking back on my work in the past six months, I have been strict with myself under the leadership of the company leaders, with the assistance of my colleagues and the cooperation of various departments, and completed the work well according to the company's system requirements.
After half a year's study and work, we have made a new breakthrough in our working methods and changed our working methods greatly. Now let's sum up our work in the past six months. After-sales service is the service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests. The following is my summary of after-sales service in the first half of the year.
First, the initial after-sales period
1, delivery: This seemingly simple work has its importance. According to the customer's demand, we usually send the goods to the place designated by the customer or agent, and there is no service engineer to ride with us. Be sure to contact the customer or agent in advance, confirm the contact person and contact information, discuss how to receive the goods, and ensure that the customer or agent can adjust the receiving time during this period. So when communicating with customers, you can put the time back a little.
2. On-site delivery. After the goods arrive at the customer or agent, the company shall arrange engineers or after-sales service personnel to inspect the equipment together with the legal person of the customer or agent and its technical director to check whether the appearance of the equipment is damaged during transportation and the quantity of the goods arrived. At the same time, debug and install the equipment, do a good job of service docking between customers or agents and the company, and clarify the specific service requirements of our company for customers or agents.
Second, the after-sales period
1, customer training, new equipment should be regularly trained for customers, so that customers can master the specific requirements of the company's equipment operation and technology at the first time.
2. Handling of equipment problems. In principle, minor product problems outside the warranty period need to be solved by customers themselves. If there is a serious problem, the company needs to send someone to solve it, and it can send someone (but it needs to charge the cost of production, please note: it is charged according to the consumption level of various regions, such as Beijing, Shanghai, Guangzhou and other places). Maintenance and replacement within the warranty period require relevant photos and fault reports.
3. Equipment maintenance requires customers to maintain the equipment sold in accordance with the instructions, and have relevant maintenance materials and photos.
Third, the after-sales period
Call customers from time to time to ask about the use of equipment! Give timely explanation and reply to the problems that arise. After-sales service is a very important job and an important continuation of sales. If it is done well, it can increase sales opportunities. If you can't do it well, you can also destroy a network.
Four. Work plan for the second half of the year
I) Work policy
Establish product service image, improve after-sales service skill level, and upgrade your after-sales service ability to a new height and level.
2) Work objectives
According to the requirements of the company's overall planning for business objectives, the after-sales service objectives are quantified as follows:
1. During the warranty period, the return visit rate of customers is 90%.
2. The service satisfaction rate is over 80%.
3. The timely service rate during the warranty period is over 80%.
4. After all the new equipment is handed over, the training compliance rate reaches 90%.
5, actively do a good job in the storage and distribution of all kinds of equipment and accessories, establish their own independent spare parts warehouse of after-sales service department, and can not be mixed with the spare parts warehouse of production department.
6. Grasp the performance of the company's new products, prepare the technical data of all kinds of equipment, and in the process of distributing them to customers, let customers have an understanding and understanding of the new products while training them.
7. Learn and master the performance and technical requirements of the company's new products in order to better train customers.
III) Specific implementation plan and work priorities
1. It is required to create all product files. After-sales service records the operation, quality and service status of ex-factory products in the service process, which should be sorted out in time and classified into ex-factory product files.
2. Establish detailed product configuration and service terms, factory date, serial number, main configuration, customer unit, name, contact person and telephone number.
3. Track and feedback the operation, quality and service status of all equipment delivered by our company in time.
4. Constantly put forward suggestions and requirements for improving products.
5. Make statistics and analysis on product maintenance services during and after the warranty period every month, so as to provide effective data for the company to improve and improve products.
Model essay on after-sales service work experience II
After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests. It also indirectly affected sales performance.
First, the initial after-sales period
1. Delivery: When our products are sold, people will be sent to the site for installation service. This seemingly simple work has its importance.
According to the needs of customers, we usually deliver the goods to the construction site in advance, and at this time, someone will go with the goods. When the service personnel take the goods, they must confirm the contact person and contact information, contact the customer half a day in advance, discuss how to receive the goods and make arrangements in advance. Make sure that customers make time adjustments during this period, because time is precious to everyone, and other arrangements may appear halfway. So when communicating with customers, you can put the time back a little. For example, if you arrive in the afternoon, you can say:
"Not surprisingly, you can arrive at normal night."
"I will contact you as soon as possible!"
"I am not familiar with the situation here. Do you think you can pick me up? "
If the other person is busy or unfamiliar with this place, you don't have to be sad. You can ask the address in detail. If the distance is far, the expenses incurred can be mentioned to the other party after installation and debugging. But don't argue with customers.
2. Field installation
After the goods arrive at the construction site, they must be installed. If the construction period is tight, it must be installed at night at the request of customers. At this time, to get the help of the other party, you can coordinate the person in charge of the construction site and arrange the help of drivers or migrant workers to complete the task better and faster. Of course, it depends on your own situation. If you feel uncomfortable, you can try to arrange others to finish it. During this period, you can communicate with the person in charge. Get customers involved and let them know how to install it. Don't do it yourself without saying a word! Of course, it's another matter that he doesn't arrange it after you say it.
In another case, when the goods arrive at the construction site, the construction period may not be tight. If you don't mention when to install, customers may forget or not arrange the installation at this time. At this time, you should take the initiative to say, "We come out to serve. First, the company has arranged and has rules and regulations, so it must be installed and debugged as soon as possible. When we arrive at the construction site, we also obey the customer's arrangement, so when you need the goods, we will immediately provide on-site service. When do you think this matter can be arranged as soon as possible so that we can make better arrangements! Because everyone is very busy now. "
Second, the after-sales period
1. Installation and debugging
After the installation, the instruments and equipment should be debugged. Ensure that the instrument works normally and the equipment is installed normally. There will be some problems that we need to solve.
1. 1 instrument problem
After debugging the instrument, it is found that the parameters are unstable. At this time, should we check, one or two? Or the whole? Or what is the impact of the road surface? If you can't solve it yourself, you should call the leader in time. Don't give bad products to users. Even if there is a little problem, we must solve it! So as not to leave unnecessary "hidden dangers".
1.2 equipment problem
In the installation of equipment, we often encounter the problem of installation mismatch, sometimes it is the defect of products in this province, and sometimes it is the "foreshadowing" left by our processing. When I went to the site to serve, I encountered such a situation: the tooth length of the standard part screw was different, and as a result, when the screw was locked with another standard part, it could not be tightened. The impact on customers can be imagined! Therefore, when there is a problem, the after-sales service personnel should not only solve the problem, but also reflect the problem in time. When the production management knows this situation, it should adjust it in time, find out the reason and increase the inspection before leaving the factory! Make sure that the similar situation will not happen again!
At the beginning of this year, I began to engage in service, and there are still some processing problems, so there are loopholes in production management.
Production management is particularly important for an enterprise. If the management is not in place, the product will be flawed, which will directly affect the user's evaluation of the product use and the market share of the product! Just like evaluating a person, we value a person's quality more when everyone's level is different! A person's quality directly affects the company's image.
2. Equipment use
After the instrument is installed, it will be debugged and used. Be sure to communicate with users as much as possible before use, and explain some problems that may be encountered in the construction process and how to deal with them! What should I pay attention to when using the instrument? What are the factors that affect the site? People, things and equipment must come down from each other in an orderly way.
Third, the after-sales end.
Give the equipment to the user intact, let the user be familiar with the product enough, and then let the other party sign and check the bill! Leave the driver's phone number and communicate with the driver if necessary! I don't know how to ask the driver more! At least let the driver feel that our products are very good and cost-effective, and it is right to choose our products! At an appropriate time, call the user and ask how to use the instrument! Give timely explanation and reply to the problems that arise. When you can't judge, discuss with the leader how to deal with the problem better!
For after-sales service, I want to make a summary here: after-sales service is a very important job and an important continuation of sales. If it is done well, it can increase sales opportunities. If you can't do it well, you can also destroy a network.
Therefore, to engage in after-sales service, we must first understand all aspects of this industry. Our after-sales service is a connecting link, on the one hand, we should contact the bottom, on the other hand, we should also contact the middle and even the top. Our service status will not change, we just need to communicate with each other from different angles and images!
Model essay on after-sales service work experience 3
_ _' s work is coming to an end. Over the past year, under the correct leadership of the company manager's office, Qi Xin, a colleague from all departments, has made some achievements in customer service.
Since the beginning of this year, the company's manager's office has continued to pay equal attention to business development and housekeeping management, realized the management mode of * * *, led all customer service personnel to work together and made certain achievements in customer service management, which fundamentally improved the customer service level. By carrying out centralized and unified customer service activities, the company further integrated service resources, promoted the change from policy-centered service to customer-centered service, continuously improved service level, created customer value, and actively assumed social responsibilities, which laid a solid foundation for the company's sustainable operation. The customer service department closely focuses on the company's overall development goals, and at the same time makes good service innovation, which is reflected in the following aspects.
First, in terms of system construction, we will continue to strengthen the basic management of customer service and further improve relevant management systems.
1, mainly from the "internal quality, external image", through paying close attention to the quality of personnel in various positions of the company, further improve customer satisfaction and establish a good external image of the company.
An excellent team must have a service team with excellent quality and technology. Since the beginning of this year, our department has focused on improving the system, and continuously increased the service assessment by increasing the implementation of the system to further improve the comprehensive quality of customer service personnel.
In view of the nonstandard service etiquette of some tellers in our company, the customer service department of our company pays great attention to the service norms of all customer service personnel, and has done some intensive training for customer service personnel from the aspects of strengthening service awareness and service implementation standards, and strengthened on-site supervision and assessment, on-site inspection and on-site guidance, and punished them accordingly. Through a series of measures, the counter staff has increased the standardization of operation and greatly improved the implementation of service etiquette, which has also laid a good foundation for our company to continuously improve its service level.
In June of _ _ _, the Head Office held a national qualification examination for counter personnel, and all the staff of our department took part in it. Nine of them passed, with a certificate-holding rate of 7%. The national systematic examination for counter personnel has strengthened the professional knowledge learning of customer service personnel and improved the service quality of customer service departments.
Two, strengthen the study of business system, establish the concept of implementation, to ensure the comprehensive and effective implementation of the system.
In order to further strengthen the implementation of the company's business management system and provide a strong guarantee for business development from the system, the customer service department carefully sorted out and collected some documents and systems selected by branches that need customer service personnel to strengthen their study, and formulated a work study plan to strengthen the implementation of the business management system. According to the study plan, regularly organize customer service staff to study related business management comprehensively and systematically through centralized study and self-study, and require all participants to take study notes carefully, conduct tests and write learning experiences. According to the test and inspection, all relevant posts are required to write rectification reports. From its own point of view, it has established a strong sense of risk, ensured the comprehensive and effective development of this work, and effectively improved the consciousness of following the system and operating in compliance with the law.
Third, service-oriented, promote sales, and combine daily business processing with service work.
According to the spirit of the documents of the superior company, our company implements the "1+n" service plan for all customers. The purpose is to close the relationship between the company and customers, further improve customer satisfaction and establish a good external image of the company by holding customer service activities. In order to effectively carry out the activities, the company set up leading groups and working groups, and strengthened the publicity of this work, and implemented and effectively implemented all related work one by one according to the activity organization and publicity plan. Improve service quality, enhance customer loyalty, further improve the company's service level, fully safeguard customer rights and interests, and establish a good social image of the company. And through a series of high-quality services such as door-to-door delivery, it provides a good foundation for the salesman's exhibition work, and also plays a good communication role in strengthening the business cooperation between our company and the agency. The holding of this activity not only enhanced the customer relationship and the brand awareness of the company, but also injected new vitality into consolidating and driving business growth.
Four, starting from the service itself, "all for customers", and constantly innovate the service content.
1, actively cooperate with the branch to do vip customer work. In order to further build the company's vip customer service system and provide value-added services for vip customers, the branch launched an activity to provide preferential services to vip customers in the whole region. Through the development of this activity, it has played a good role in establishing the company's good social image and enhanced the company's popularity to a certain extent.
2. The company's claims department has made the "door-to-door delivery of claims" work more detailed and updated, actively paved the way for the expansion of student insurance business, and continued to pay attention to some more influential cases in society, which truly reflected the company's humanized claims service.
After-sales service work experience model essay 4
20__ is a leap year for our company. Under the wise decision of the company's leaders, the sales department took the lead in introducing Monte, and then the sales volume of new cars exceeded 1000, and the profit doubled to a record high. At the same time, after-sales service has also undergone earth-shaking changes, from the previous foundation disorder to the current advanced institutionalization, standardization of service processes, tabulation of daily work, and standardization of inspection work. At the same time, it also increases the opportunities for employees to study abroad, introduces advanced management concepts to improve their personal quality, and lays a solid foundation for improving the quality of after-sales service. In order to better reflect our after-sales service quality and improve customer satisfaction, we have increased the hardware facilities in the workshop on the principle of taking care of customers everywhere.
In the second half of 20__, our company took the lead in setting up the post of service consultant among Siping dealers, which played a decisive role in improving the after-sales service quality of our company. It not only reduces many customers' complaints, reduces the problems of long working hours and less service, but also increases the unit price of vehicles and customers, and increases customers' loyalty to us.
20__, the number of incoming plants is 5427, the turnover is 932368 yuan, and the customer unit price is 1, 7 1 yuan. In 20__, 7065 vehicles entered the site, with a turnover of 1475256 yuan and a unit price of 208. Compared with last year, the number of vehicles entering the site increased by 163 1, the turnover increased by 542,888 yuan, and the customer unit price increased by 37. 2 yuan. From the data point of view, there is a steady growth in 20__ years compared with 20__ years. It can be seen that the company's after-sales rectification is effective, but there are still many places to be improved from the quality of personnel to standardized processes, execution, professional skills of technicians and special equipment in the workshop. Although there are still many shortcomings and difficulties, we firmly believe that 20__ will be a year in which we will make great achievements after sales.
20__, our goal is to increase the number of vehicles entering the site by 50%, the turnover by 80% and the customer unit price by 20%. On this basis, we will upgrade our service to a higher level.
Finally, while rejoicing in our achievements, we are also soberly aware of our shortcomings in after-sales service, especially in how to improve customer satisfaction, increase customer loyalty and innovate service concepts. We still have great potential to tap and improve our own quality. Therefore, in the next 20__ years, the after-sales service department will give full play to the team spirit, and Qi Xin will work together to closely integrate brand marketing, service marketing and cultural marketing around the theme of "making after-sales service a famous brand in Siping" to ensure the successful completion of after-sales service in 20__ years.
After-sales service work experience model essay 5
I have been deeply involved in this creative and cohesive team. I have gained a lot through this year's work and study. My work this year is summarized as follows:
First, the learning category:
Through one year's self-study, internal training and external training, we have not been overwhelmed by the tide of the times in this rapidly developing and increasingly updated automobile industry, all of which are attributed to the "Yongda Group" with the top professional physique of China 10 automobile. Let me briefly talk about the fun of learning:
1. Automobile basics: I don't usually pay attention to this knowledge for more than 8 years, but the facts show that these basics that I don't usually care about make you seriously relearn. I have to admit that there is still room for improvement, and these foundations should not be underestimated. It relates to or directly determines a certain height of your professional knowledge.
2. New models: In today's era of rapid upgrading of automobile functions, I firmly believe that it is the happiest thing to witness and experience in the brand Audi. Share it:
(1) A brand-new A3 car is on the market, including "pedestrian protection system, driver assistance system and engine cylinder technology".
(2) Upgrade A8L torque headlights and economical driving mode. It's all because of Audi. Without Audi, how can I yearn for it?
Second, the skill category:
We have experienced a lot from the company's construction at the beginning of the year to its operation in April. I have benefited a lot from the factory's acceptance process and standards, and accumulated valuable work experience. Of course, after the operation, it is our important task to study the process repeatedly, analyze the process repeatedly and practice the process repeatedly. These boring "repetitions" play a decisive role in our daily life. The same is true of the manufacturer's system, which is improved step by step in the process of little knowledge. Only those who participate can truly appreciate all kinds of tastes, but no matter how tangled, helpless and tasteless, I firmly believe that all these experiences will be rewarding.
Third, the work is clear
In the process of understanding the performance of other Audi stores, it is found that the performance of each store is stable between a number, while the performance of our family is at the lowest point of climbing, which undoubtedly tells us that we are "laggards", which is ironic but so true. Perhaps we can use "latecomers" to find a suitable excuse for ourselves, but the fact has to make us ponder: it is not easy for six stores on the ground in Taizhou to coexist, and each store has its own unique advantages, which is also the way for these stores to survive. To put it simply: Linhai and Wenling have obvious geographical advantages, and stability is effortless, and there is a lot of room for improvement. Two stores gave us a free lesson on how to improve and improve our level:
1, word of mouth in the circle;
2. Mobility of personnel;
3. Articles of association.
These three points illustrate irrelevant and doomed results. Road and bridge have undoubtedly been in the center of the market for a long time. Due to the increase in the performance of new stores, it has dropped significantly in the past two years. After launching some targeted programs, Taizhou's position as the boss was effectively consolidated, among which 19800 was bought out for life, which surprised all stores. With its excellent service experience and powerful propaganda means, Aoxi Store has established an extraordinary reputation in Taizhou and accumulated a large number of loyal customers, which can be well displayed from their maintenance and minor repairs. As for Huangyan, I personally think why the mysterious Audi shop uses the word "mysterious". Let me talk about my personal opinion: First of all, from the opening to now, from the customer's point of view, your publicity and customer orientation are very logical. Obviously, this is the first step of a long-term plan, not coincidence or accident. There is also the internal "fire distribution", which makes me feel deeply. From the perspective of personnel selectivity, it is really a "heavy gold". Let's review the effect of this "heavy money":
1. Customer experience;
2. Quality reputation;
3. Improve efficiency.
I don't need to list them one by one, as long as the customers who have been to their store or repaired them have a deep understanding. Having said so much about their goodness, I can't help wondering why they set out, why they are so interlocking and why they always have foresight. Looking back at its history, perhaps this can explain the reason: Huangyan is located in the third district, and the adjacent two districts are very dangerous to it. Huangyan has a limited number of customers, all of whom are self-owned and can barely operate. But if you lose your motivation in the early stage, it will be beyond redemption. That's why they work hard for it every minute. Long preparation period, cold feet will change. It's too exaggerated, haha. I smiled. It's purely my humble opinion. I won't say it in my own shop, I'll just bring it over. "I don't know the true face of Lushan Mountain, just because I am in this mountain."
Fourth, the direction and focus of future work
After a year's work, how to turn work into a "lifestyle" is a problem I am trying to think about. Only when the goal is clear and the direction is clear, the so-called pressure is no longer a pressure, and the so-called difficulty is no longer a difficulty. Enjoy your work and enrich yourself with "lifestyle". Continue to "walk on the road" in 20 years and make unremitting efforts for a beautiful day.
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