service concept
Respect customers, understand customers, continue to provide products and services beyond customer expectations, do customers forever partner.This is the service concept that we always adhere to and advocate.
一、Every step, the first thought is the customer
◇ Research, design, and improve services from a customer's (or consumer's) point of view, not from a company's
point of view.
◇ Improve the service system, strengthen pre-sale, sale, after-sales service, to help customers in the use of
goods in a variety of problems in time to help customers feel great convenience.
◇ We attach great importance to customer opinions, let customers participate in decision-making, and treat
customer opinions as an important part of customer satisfaction.
◇ Do everything possible to retain existing customers.
◇ Establish all customer-centric mechanisms.We should focus on customer needs and establish a quick response
mechanism to customer opinions.
二、The customer is always right
First, customers are buyers of goods, not troublemakers;
Second, customers know their needs and hobbies best, which is exactly the information enterprises need to
collect.
Third, because of the "natural consistency" of the customer, a quarrel with one customer is a quarrel with all
customers.
三、Customer satisfaction three elements :
Product satisfaction: customer satisfaction with product quality.
Service satisfaction: refers to the positive attitude of customers towards the pre-sale, in-sale and after-sales
service of the purchased goods.No matter how perfect a product is or how reasonably priced, when it comes to the
market, it must rely on services."After-sales service manufacturing permanent customers".
Corporate image satisfaction: refers to the positive evaluation of the comprehensive strength and overall
impression of the enterprise by the public.
四、5S idea
“5S”是指“SMILE、SPEED、SINCERITY、SMART、STUDY”An acronym for five words.The
concept of "5S" is the most representative service culture innovation, which not only has the characteristics of
the era with full humanization, but also has a considerable operability.
SMILE : A moderate smile.Only when a shopping guide is considerate to
customers can he give a real smile.A smile can show a grateful heart and spiritual tolerance. A smile can show a
cheerful, healthy and considerate attitude.
SPEED : Move quickly, it has two meanings: one is physical speed, that
is, work as fast as possible, don't keep customers waiting;The second is the speed of the demonstration. The
sincere actions and considerate heart of the shopping guide will cause customer satisfaction and make them not
feel that the waiting time is too long. The quick action shows the vitality and keeping the customer waiting is
an important measure of the service quality.
SINCERITY : If the shopping guide has the sincerity of serving
customers with all one's heart, the customers will surely realize it.To work with a sincere and not hypocritical
attitude is the important basic attitude of the purchasing guide and the basic principle of dealing with people.
SMART : Smart, neat, and neat.To receive customers in a clean and
agile way, to packaging products with dexterity, agility, and elegant movements, and to win customers' trust
with a flexible and ingenious working attitude.
STUDY : To learn and master the knowledge of goods, study customer
psychology and reception and coping skills.Daily efforts to study customers' shopping psychology, sales and
service skills, learn more commodity professional knowledge, will not only improve the level of customer
reception, but also will have better results.
◇ Of course, we start a business in the first place to make money, but not just for money, let alone for
profit.
◇ Profit is the reward for good service.In the pursuit of profit, customers are willing to return their
money to us without complaint and with gratitude through their devotion.
◇ Don't be too quick to make a quick profit.