Respect customers, understand customers, continuously provide products and services that exceed customer expectations, and be the eternal partner of customers. This is the service concept that we have always adhered to and advocated for.
1、 Every step taken, the first thing that comes to mind is the customer
We should stand from the perspective of customers (or consumers), rather than from the perspective of the company, to research, design, and improve services.
◇ Improve the service system, strengthen pre-sales, in sales, and after-sales services, and promptly help customers solve various problems that arise during the use of goods, making customers feel extremely convenient.
◇ Highly value customer feedback, involve customers in decision-making, and make handling customer feedback an important part of satisfying customers.
Make every effort to retain existing customers.
Establish a customer-centric mechanism for everything. We must focus on customer needs and establish a rapid response mechanism to customer feedback.
2、 Customers are always right
Firstly, customers are buyers of goods, not troublemakers;
Secondly, customers have the best understanding of their needs and hobbies, which is precisely the information that companies need to collect;
Thirdly, due to the natural consistency of customers, arguing with the same customer means arguing with all customers.
3、 Three elements of customer satisfaction:
Product satisfaction: Refers to the customer's satisfaction with the quality of the product.
Service satisfaction: refers to a positive attitude of customers towards the pre-sale, in sales, and after-sales service of the purchased goods. No matter how perfect the product is or how reasonable the price is, when it appears in the market, it must rely on services. After sales service manufacturing permanent customers.
Corporate image satisfaction: refers to the positive evaluation of a company's comprehensive strength and overall impression by the public.
4、 5S concept
"5S" refers to the abbreviation of the English initials of the five words "Smile", "Speed", "Honesty", "SMART", and "Study". The "5S" concept is the most representative service culture innovation, which not only has the characteristics of a humanized era, but also has considerable operability.
Smile: Refers to a moderate smile. A salesperson must have a caring heart towards customers in order to give a true smile. A smile can reflect a grateful heart and spiritual tolerance, while a smile can express openness, health, and thoughtfulness.
Quick: Refers to "quick action", which has two meanings: one is physical speed, that is, try to work as fast as possible and not make customers wait long; The second is the speed of the demonstration. The sincere actions and considerate heart of the salesperson can arouse customer satisfaction, making them not feel that the waiting time is too long. They can express vitality with quick actions, and not letting customers wait is an important measure of service quality.
Sincerity: If the salesperson has the sincerity to serve customers wholeheartedly, customers will definitely appreciate it. Working with a sincere and not hypocritical attitude is an important basic mentality and basic principle of interpersonal behavior for a salesperson.
Dexterity: Refers to being shrewd, neat, and neat. Receive customers in a clean and neat manner, package products with agile, agile, and elegant movements, and gain customer trust with a flexible and clever work attitude.
Research: It is necessary to constantly learn and master product knowledge, study customer psychology, and skills in reception and response. Make more efforts to study customers' shopping psychology and sales on a daily basis
