Equipment after-sales service experience 1
Time flies. I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.
As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:
First, study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1。 As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
2。 At work, we should strictly follow the working idea of "customer first, service first" and give detailed answers to customers' inquiries; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.
3。 Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.
Thirdly, smile service-one of the basic qualities of customer service.
In today's society, all service industries are advocating smiling. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.
At the same time, I also have some superficial views on how to overcome the work:
First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel.
Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:
1。 Try to understand the needs of customers and take the initiative to help customers solve problems.
2。 Have a good personal accomplishment and a high level of knowledge, understand the company's products and be familiar with business processes.
3。 Good personal communication skills, good oral expression skills, courtesy to people, knowing when and where to face what situation is suitable to express in what language, knowing how to deal with certain relationships, or having rich handling experience and certain personality strength, a good first impression can give customers trust.
4。 Flexible mind, strong field adaptability, able to use the field conditions to solve problems on the spot immediately.
5。 The appearance is neat and generous, and the words and deeds are decent.
6。 Good working attitude, enthusiasm, initiative, able to serve customers in time, regardless of personal gains and losses.
Second, handling customer complaints and complaints
1。 Establish a customer opinion form or complaint registration form. Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2。 Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint, discuss the solution and reply to the customer in time.
3。 Follow up the implementation of the processing results until the customer's reply is satisfactory.
Three. Matters needing attention in handling customer complaints and complaints
1。 Be patient.
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.
2。 Have a better attitude.
Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.
3。 Come on.
Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.
4。 Speak appropriately.
Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.
5。 A slightly higher level
After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.
6。 There are more ways.
There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.
Fourth, quell customer dissatisfaction.
1。 Listen carefully to every word of the customer.
Apologize fully and let the customer know that you have understood his question.
3。 Collect accident information and find out the most suitable solution.
4。 Put forward effective solutions
5。 Ask customers' opinions
6。 Follow-up service
7。 Put yourself in the customer's shoes.
Equipment after-sales service experience II
I feel lucky to get the help of so many leaders and colleagues over the past year. In particular, leaders can understand the situation on our site, make practical arrangements, reduce our unnecessary pressure, and make our work mood stable and comfortable. Colleagues in the department are like family. At work, we cooperate with each other, learn from each other's strengths, and the purpose is simple-to improve technology, better serve customers, solve difficult problems and maintain the company's image.
Looking back on 20 18, I made a personal work summary report from the following aspects:
First, looking back on the road of growth, it is difficult to give up the old work team.
20 18 Looking back on the work of _ _, I am excited and excited. At the same time, the opportunities and challenges of big cities have given me a lot of consideration and thinking about my future life. At this moment, it is even harder to give up. Faced with the choice of going or staying, I thought for a long time. You can continue your previous job, be a senior technician, have a comfortable and leisure office job, and receive training from a good big company. Leaving the company, a new working environment, many things are unknown.
Second, integrate into the new environment and reposition the work role.
From _ _ back to _ _ work, I came to work in the after-sales service department of Dali Group, but the objects and methods of work are very different. It was really uncomfortable at first, but with the help and guidance of leaders and the care and care of colleagues, this uncomfortable psychology soon disappeared. However, compared with the rapid psychological adaptation, the adaptation of working methods is relatively slow. Like the previous work, many things are fixed and relaxed, and the working procedures and methods are relatively simple. However, the practical problems to be dealt with now are often not only difficult, but also difficult to communicate with other companies or Party A, and customer dissatisfaction has also brought some adverse effects to the smooth progress of the work. It is necessary to fully consider and record whether the process and method are properly considered, and improve the ability to deal with problems through the accumulation of time and field experience. We should also fully and effectively communicate with customers on site problems to prevent unpleasant things from happening, so that on-site problems can be dealt with in time and customer relations can be maintained.
Three, continuous progress, update, do a good job.
After each on-site treatment, I have developed the good habit of recording the debugging process of roads and sites and the handling process of their problems every time, which has greatly improved my level. Technology itself is a long process of accumulation, and at the same time, we must constantly learn advanced new technologies to arm our minds.
Because of the nature of work, it will become a considerable wealth to develop good personal work record habits over time. Through nearly a year's work and accumulation, the company's related products can now be handled independently, and many of them are cultivated by the company, so that they can be independent as soon as possible and produce economic benefits.
Four. Concluding remarks
Looking back on this year's work, although I have achieved a lot, I still feel that I have many shortcomings:
1, just to meet the completion of their own tasks, work development is not bold enough.
2. The professional quality is not improved fast enough, and the new business knowledge is not learned enough and thorough enough;
There is still a gap between my work and other colleagues, and my sense of innovation is not strong.
In the future work, please give us more supervision and suggestions. I will try my best to improve my own shortcomings and strive for better results. The above is my personal work summary on 20 18. As the saying goes, "Little by little achieves extraordinary things". In the future work, no matter whether the outside work is boring or colorful, I will continue to accumulate experience and work hard with my colleagues.
Equipment after-sales service experience 3
I. 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 that there are rules and regulations that 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. "
Two. Mid-after-sales
3. 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.
3. 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".
3.2 Equipment problems
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.
4. 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.
Three. End of after-sales service
5. Give the equipment to the user intact, let the user be familiar with the product enough, and then let the other party sign 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!
Equipment after-sales service experience 4
1, after-sales service is a sharp weapon to participate in market competition.
With the rapid development of science and technology, almost all industries have overcapacity. Of course, all industries are facing strong competitors in after-sales service. The products produced by various enterprises are very similar in function and quality, and the differences in brand competition quality are getting smaller and smaller. The price war exhausted many enterprises, and the comparability of tangible products became smaller and smaller. Enterprises have to seek intangible services for differentiated competition, so high-quality after-sales service is a sharp weapon for enterprises to determine market positioning and win market competitive advantage.
2. After-sales service is a powerful guarantee to ensure consumers' rights and interests.
Providing consumers with economical, practical, high-quality, safe and reliable products and after-sales service is the premise for enterprises to maintain their own survival and development. Although the level of enterprises seeking differentiated after-sales service is getting higher and higher, there is no foolproof good strategy at present. Due to improper use by consumers or negligence of staff, various product problems occur from time to time. No matter how excellent the production enterprise is, it can't guarantee that there are no mistakes in decision-making, nor can it cause customers' complaints. Therefore, after-sales service measures such as correcting mistakes in time and handling customer complaints effectively have become the most effective ways to protect consumers' rights and interests. Therefore, we can say that after-sales service is the last line of defense to protect consumers' rights and interests, and it is an important and effective measure to solve enterprise mistakes, handle customer complaints and improve customer satisfaction.
3. After-sales service is an effective measure to improve customer satisfaction and loyalty.
Consumers' interest in products and services includes functional and non-functional aspects. The former reflects the consumer's demand for product function and quality; The latter is reflected in spiritual and emotional needs, such as exquisite packaging, harmonious and perfect service process and timely and thoughtful service effect. With the development of social economy and the improvement of consumers' own income level, customers pay more and more attention to non-functional interests, and in many cases even exceed the attention to functional interests. In the current high-speed market economy environment, enterprises must win long-term cooperation customers, maintain customer loyalty and improve customer satisfaction if they want to obtain long-term profits. In the process of implementing this measure, providing after-sales service that satisfies customers is one of the effective measures for the long-term development and eventually maturity of enterprises.
We should improve the after-sales service of medical devices to achieve a win-win situation for both enterprises and customers. ...
Equipment after-sales service experience 5
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.
In the past 20 years, there have been 5,427 factories, with a turnover of 932,368 yuan and a customer unit price of 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, compared with 2009, there has been a steady improvement in 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.