At two o'clock in the afternoon on a Friday, Mr. Smith, a German distributor, called and asked Haier to deliver the goods within two days, otherwise the order would automatically become invalid. Meeting the customer's requirements means that the goods will be delivered that afternoon, and the customs and other departments will close at five o'clock, so there are only three hours left. According to the general procedure, same-day delivery is impossible.
Haier employees' sales philosophy is:? Orders are orders to ensure the completion of tasks, and Haier people must never say no to the market. ?
So, after a few minutes, the work of shipping, stocking and customs declaration began at the same time, ensuring that the goods could be delivered according to the requirements of customers. One minute, two minutes and ten minutes passed, and the air seemed to solidify. Haier employees who perform this task are in a hurry and devote themselves to the race against time.
At half past five that afternoon, Haier employees sent a letter to Mr. Smith? Goods issued? News. Smith was very moved when he learned the news of Haier's delivery. He sent a thank-you letter saying: I have been engaged in the home appliance industry for more than ten years, and I have never written a thank-you letter to the manufacturer, but I want to do this to Haier! ?
Successful after-sales cases touched customers. It's sultry today. The partners took turns to receive customers, but nothing came of it. Just when we were all a little depressed, two customers came in, but Sister Wang and her friend Sister Wang were our regular customers. She is a very independent customer. Seeing them coming, I quickly stepped forward to open the car door for them. When I came in, I greeted them warmly and began to pay attention to them. They have been looking at our T-shirts. Today, the shoes worn by Sister Wang are very unique, and the colors are quite popular this year. I complimented Sister Wang with compliments. From her expression, I could see that she was very happy and the atmosphere became particularly harmonious. After reading it for a while, Sister Wang said that she wanted me to introduce a T-shirt to her friend Sister Li. Because Li Jie is fat and wants to wear our 5#, I quickly matched her with some T-shirts and trousers for Li Jie to try on. But Li Jie said that he only tried on T-shirt pants, and she didn't want it. I took great pains to persuade Li Jie to let her wear pants and a T-shirt together. As a result, the upper body effect is quite good, and sister Li is still very satisfied. Because Li Jie had no problem, she asked how Sister Wang was. Sister Wang said, That's it. It looks good on you and suits you. Their shopping guides here are quite professional, so they won't recommend them to you casually, will they? Next, when asked about the price, Sister Li hesitated, because she thought it was a little expensive, so she said: Let me see, a little expensive? At this time, I told her the value of our clothes and the excellent after-sales service of our company by FAB method, and she still felt expensive. At this moment, Sister Wang said that she had our VIP card, and it was tomorrow's birthday, so I went to check her consumption record, and it was indeed a registered tomorrow's birthday, so I told Sister Li about it with the company's VIP birthday preferential purchase policy, and she agreed. At this moment, Sister Wang said: Then bring a pair of Li Jie's trousers and I'll try them on. I quickly brought her another one and tried it on with the T-shirt sweater. She didn't refuse to try, she just said it while trying. Looks like I'm gonna bleed again today? After she came out, she was very satisfied. After I tidied it up for her, the effect was really good. After my introduction and narration, Sister Wang said? Okay, that's it? . I'll take them to the cashier immediately to pay, then tell them the knowledge and methods of clothes washing and maintenance, and then send them out of the store. In this way, I successfully promoted five kinds.
One morning at the end of July, I received a complaint call from a customer. He was in his forties and wore ordinary clothes. I went to the client immediately. I asked her what happened. What happened? I didn't make it clear on the phone. My voice did not fall, and the customer said, I bought a TV in February. See you later. Later, the wireless network card of TV was broken, so I asked it to be repaired after sale. We said after the sale that the parts didn't come back, and it would take two days to make them, but the back shell had been opened, and he asked me to wait two days. I waited, but I haven't come yet. I won't come today. I get angry when I look at it. Nobody cares about the back of that TV. No matter who is comfortable, how long it takes to buy it will be broken. Don't tell me so much, just tell me how to solve this problem. I also know that you have studied Disciples Rules. Tell me, don't make me tell you. ? After listening to my elder sister, I checked the situation with the shopping guide and knew that the manager was not here. I quickly called the manager again, and the manager said that he would return everything when he came back tomorrow. First I bowed to my sister and apologized, then I calmed her down, told her to go home first, and promised to solve it tomorrow. Because the elder sister's family is very busy, I left all their phone numbers. The next day, as soon as the manager came back, he quickly solved the matter and told the manufacturer that the TV had to be changed. Later, the customer was very satisfied and came back to invite us to dinner. I asked the manager what he had learned recently, which changed so much. He said with a smile, look around us, there are unconditional returns and we can't fall behind. We try our best to satisfy our customers. Plus, every time we communicate with you, your exit is a disciple's rule, and you are infected by what you do. ? Only by seeing the changes of every family member can we find problems from ourselves. I believe that more and more customers will come to the mall and customers will become our employees.
A successful after-sales case touched the customer. Lawrence, a famous American journalist, once visited Japan. On his way back, he passed a department store and bought one? Sony? Walkman, I didn't attend the audition because I was in a hurry to catch the plane. When Lawrence returned to America, he found that it was just an empty shell. Lawrence was very angry. That night, he wrote a press release entitled "Fraud of World Famous Enterprises", which will be published in Washington post the next day.
However, at 2 am that night, Lawrence received an overseas call from Sony. A person in charge of Sony apologized to Lawrence for the negligence of the salesman who sold the demonstration samples to Lawrence. Lawrence inexplicably asked the Japanese director: I hurried by without leaving my name or any contact information. How did you find me?
The person in charge explained that in order to find Lawrence, Sony Tokyo office sent more than 20 people, visited hundreds of people and made 27 emergency calls. I didn't find Lawrence's contact information until the early morning.
A day later, Lawrence received a genuine mobile phone and an apology letter from Sony. That night, he threw the written article into the trash can and re-wrote an article entitled "27 Emergency Calls: Saving and Maintaining the Reputation of an Excellent Enterprise".
A customer ordered a cake 2 1 cake from 260 yuan on Valentine's Day, but the staff didn't deliver it, leaving the customer and his girlfriend hungry for two hours in vain. Afterwards, the customer vomited on Weibo, but unexpectedly, he got an official reply from Weibo (there should be software to monitor Weibo) at the first time, apologizing and communicating with the customer.
That's it. Is it over? Of course not.
To the customer's surprise, the customer service contacted him two days later: Hello, in order to express our sincere apologies for the inconvenience, we can give you a cake worth 260 yuan for free, which has been indicated in this order. You can call when you need it. I hope you can continue to support 2 1 cake. ?
The customer now says to everyone: I ordered a cake for 260 yuan, and I will give a cake for 260 yuan for free. I have married 2 1 cake in my life. ? You know, this is what the customer said before, and then the original price is free!
2 1 cake? Local tyrants? Behavior has greatly exceeded the rational expectations of professionals. In other enterprises, they may compensate a voucher of 100 yuan. I didn't expect to be so sincere. What can they say to such brand customers? On paper, it seems that you lost 260 yuan, but you actually earned 260 times as much as N.
After-sales customer service responsibilities (1) system construction: organize the establishment and improvement of production technology management rules and regulations and production technology work standards.
(2) Technical supervision: organize and implement technical supervision in the process of equipment installation and production.
(3) Energy-saving and metering management: analyze energy-saving, formulate energy-saving measures, prepare and improve energy-saving planning scheme, and improve the economy of unit operation after power generation; Establish the company's measurement standards and measurement management network, and prepare the company's measurement account to ensure the accuracy and reliability of the value transfer.
(4) Reliability management: analyze equipment data and maintenance data, evaluate and analyze the reliability of unit operation, and propose improvement measures to ensure the safe operation of the unit.
(V) Risk assessment: Guide and supervise all departments to conduct risk assessment on the company's production, operation and management activities in accordance with the Risk Assessment Manual, formulate effective preventive measures and supervise their implementation, so as to realize risk pre-control.
(6) Scientific and technological progress: making scientific and technological development plans and organizing their implementation, collecting scientific and technological information and scientific and technological achievements, conducting technical consultation, participating in the examination and approval of scientific and technological projects, and conducting post-implementation evaluation; Collect, discuss, recommend and publish scientific papers.
(7) Maintenance management: responsible for the review, approval, implementation and supervision of the maintenance plan, and organizing the preparation of the quota of spare parts and consumables for tools and equipment.
(eight) maintenance technology: organize the preparation of maintenance systems and procedures and supervise their implementation; Put forward maintenance technical scheme and carry out technical research.
(IX) Technical transformation project management: organize the renovation of the company's production devices and their subsidiary systems, review the countermeasures, prepare and jointly review the feasibility report, and organize the implementation and evaluation.