SERVICE
Respect for customers, understand customers, continue to provide products and services beyond customer expectations, the guests will always be a partner. This is the service concept that we have been insisting and advocating.
One, every step, the first thought is the customer in the enterprise by the seller's market into a buyer's market, the consumer's consumption concept has changed. In the face of a large number of goods (or services), consumers are more willing to accept the good quality of goods (or services). The quality of the product is not only the intrinsic quality of the product, but also a series of factors such as the quality of the product packaging, the service quality and so on. Therefore, it is necessary to meet the needs of consumers in a comprehensive way. We should stand in the customer (or consumers) position, rather than standing in the position of the company to research, design and improvement of service. After the perfect service system, strengthen the pre-sale, sale, the after-sales service, for customers in the use of goods in a variety of problems in a timely manner to help solve, so that customers feel great convenience. It attaches great importance to the views of customers, allow customers to participate in decision-making, to handle customer opinions as customer satisfaction is an important part of the. We make every attempt to retain existing customers. We establish all customer centered mechanism. Where the establishment of various agencies, service processes, and so on, should be based on customer needs, the establishment of a rapid response mechanism for customer views.
Two, the customer is always right.
First, the customer is the buyer of the commodity, is not a trouble maker;
Second, customers understand their needs and interests, this is precisely the enterprise needs to collect information;
Third, because the customer has "natural consistency", the same customer quarrel is with all the customers for a noisy.
Three, customer satisfaction three elements:
Commodity satisfaction: the satisfaction of customers to the quality of the goods.
Service satisfaction: refers to a certain attitude of the customer to the purchase of pre-sale, sale, after sale service. No matter how perfect the commodity price, how reasonable, when it appeared in the market, it must depend on the service. "After sale service to make permanent customer".
Enterprise image satisfaction: the social public to the enterprise comprehensive strength and the overall impression of the positive evaluation.
Four, 5S concept
"5S" is the abbreviation of "SMILE, SPEED, SINCERITY,, STUDY (SMART)" five words.
The idea of "5S" is the most representative service culture innovation, which not only has the characteristic of the human nature, but also has the quite operable.
Smile: refers to a modest smile. Shopping guide to the customer has a considerate heart, it is possible to send a real smile. Smile can reflect the heart and soul of tolerance, a smile can show bright, healthy and considerate.
Quickly: refers to "quick action". It has two meanings: one is the physical speed, namely work as fast as possible, don't let the customer waiting; the second is demonstration of speed, Purchasing Guide sincerity is dye in the wood of the action and considerate heart will lead to customer satisfaction, so that they don't think that waiting for a long time and dynamic performance of the rapid action, do not let a customer wait for the quality of service is an important measure.
Sincere: shopping guide if you make all-out efforts for customer service in good faith, the customer can get experience. To be sincere and not hypocritical attitude to work, is an important part of the basic mentality of the shopping guide and the basic principle of doing things. Smart: refers to the "smart, clean, neat". In a neat way to reception customer, with smart, agile, graceful movements to package the goods, to flexibly work attitude to obtain the trust of customers. Research: to always learn and master the knowledge of goods, to study customer psychology and reception and coping skills. On weekdays, more efforts to study the customer's shopping psychology, sales service skills, learn more professional knowledge, it will not only improve the level of reception customers, but also will have better results. Of course, we engage in business is to make money, but is not just for the money, but not seek nothing but profits. No profit is the reward for quality service. The pursuit of profit is the breeze through dedication, so that customers in the center of the satisfactory sweet love may return, without complaint, full of grateful to give the money to us. Don't exaggerate, the service mess looting, extortion and fraud.
One, every step, the first thought is the customer in the enterprise by the seller's market into a buyer's market, the consumer's consumption concept has changed. In the face of a large number of goods (or services), consumers are more willing to accept the good quality of goods (or services). The quality of the product is not only the intrinsic quality of the product, but also a series of factors such as the quality of the product packaging, the service quality and so on. Therefore, it is necessary to meet the needs of consumers in a comprehensive way. We should stand in the customer (or consumers) position, rather than standing in the position of the company to research, design and improvement of service. After the perfect service system, strengthen the pre-sale, sale, the after-sales service, for customers in the use of goods in a variety of problems in a timely manner to help solve, so that customers feel great convenience. It attaches great importance to the views of customers, allow customers to participate in decision-making, to handle customer opinions as customer satisfaction is an important part of the. We make every attempt to retain existing customers. We establish all customer centered mechanism. Where the establishment of various agencies, service processes, and so on, should be based on customer needs, the establishment of a rapid response mechanism for customer views.
Two, the customer is always right.
First, the customer is the buyer of the commodity, is not a trouble maker;
Second, customers understand their needs and interests, this is precisely the enterprise needs to collect information;
Third, because the customer has "natural consistency", the same customer quarrel is with all the customers for a noisy.
Three, customer satisfaction three elements:
Commodity satisfaction: the satisfaction of customers to the quality of the goods.
Service satisfaction: refers to a certain attitude of the customer to the purchase of pre-sale, sale, after sale service. No matter how perfect the commodity price, how reasonable, when it appeared in the market, it must depend on the service. "After sale service to make permanent customer".
Enterprise image satisfaction: the social public to the enterprise comprehensive strength and the overall impression of the positive evaluation.
Four, 5S concept
"5S" is the abbreviation of "SMILE, SPEED, SINCERITY,, STUDY (SMART)" five words.
The idea of "5S" is the most representative service culture innovation, which not only has the characteristic of the human nature, but also has the quite operable.
Smile: refers to a modest smile. Shopping guide to the customer has a considerate heart, it is possible to send a real smile. Smile can reflect the heart and soul of tolerance, a smile can show bright, healthy and considerate.
Quickly: refers to "quick action". It has two meanings: one is the physical speed, namely work as fast as possible, don't let the customer waiting; the second is demonstration of speed, Purchasing Guide sincerity is dye in the wood of the action and considerate heart will lead to customer satisfaction, so that they don't think that waiting for a long time and dynamic performance of the rapid action, do not let a customer wait for the quality of service is an important measure.
Sincere: shopping guide if you make all-out efforts for customer service in good faith, the customer can get experience. To be sincere and not hypocritical attitude to work, is an important part of the basic mentality of the shopping guide and the basic principle of doing things. Smart: refers to the "smart, clean, neat". In a neat way to reception customer, with smart, agile, graceful movements to package the goods, to flexibly work attitude to obtain the trust of customers. Research: to always learn and master the knowledge of goods, to study customer psychology and reception and coping skills. On weekdays, more efforts to study the customer's shopping psychology, sales service skills, learn more professional knowledge, it will not only improve the level of reception customers, but also will have better results. Of course, we engage in business is to make money, but is not just for the money, but not seek nothing but profits. No profit is the reward for quality service. The pursuit of profit is the breeze through dedication, so that customers in the center of the satisfactory sweet love may return, without complaint, full of grateful to give the money to us. Don't exaggerate, the service mess looting, extortion and fraud.
