Implement the service strategy of DEAR and stand the industry service leader
-- Serving customers is the only reason for DEAR to survive
Serving customers is the only reason for DEAR to survive. He respects customers, understands customers, continuously provides products and services that exceed customers' expectations, and is the forever partner of customers. This is the service concept that we DEARs have been insisting on and advocating.
First, every step, the first thing that comes to mind is the customer
After the enterprise changed from seller's market to buyer's market, the consumption concept of consumers changed. Facing numerous goods (or services), consumers are more willing to accept good quality goods (or services ). The quality here not only refers to the internal quality of the product, but also includes a series of factors such as the packaging quality and service quality of the product. Therefore, the demands of consumers must be comprehensively and maximally satisfied.
To study, design and improve services from the standpoint of customers (or consumers) rather than companies.
To perfect the service system, strengthen the pre-sale, in-sale and after-sale services, and help solve all kinds of problems in customers' use of goods in time, which makes customers feel extremely convenient.
Pay great attention to customers' opinions, let customers participate in decision-making, and take handling customers' opinions as an important part of making customers satisfied.
Do everything possible to retain existing customers.
Establish all customer-centered mechanisms. Among them, the establishment of each institution, the reform of service process and so on should be centered on customers' needs, and establish a rapid response mechanism to customers' opinions.
II. Customers are always right
First, the customer is the buyer of the commodity, not the trouble maker;
Secondly, customers know their own needs and hobbies best, which is exactly the information that enterprises need to collect; thirdly, because customers have "natural consistency", the quarrel between the same customer is to quarrel with all customers.
III. Three elements of customer satisfaction:
Product satisfaction: it refers to customers' satisfaction with the quality of the product.
Service Satisfaction: it refers to customers' positive attitude towards the pre-sale, in-sale and after-sale service of the purchased goods. No matter how perfect the commodity is and how reasonable the price is, when it appears in the market, it must rely on the service. "After-sales service makes permanent customers ".
Enterprise Image Satisfaction: it refers to the positive evaluation of the public on the comprehensive strength and overall impression of the enterprise.
IV. 5S concept
"5S" refers to the acronym of the five words "SMILE", "SPEED", "SINCERITY", "SMART" and "STUDY. The concept of "5S" is the most representative innovation of service culture, which not only has the characteristics of the era full of humanization, but also has considerable operability.
Smile: refers to a moderate smile. Only when shopping guides are considerate to customers can they make a real smile. Smile can show the heart of gratitude and the tolerance of heart, while smile can show openness, health and consideration.
Quick: it refers to "quick movement", which has two meanings: one is physical speed, that is, try to be quick when working, and don't let customers wait for a long time; the other is the speed of demonstration, the sincere action and considerate heart of the shopping guide will cause the satisfaction of the customers, making them not feel that the waiting time is too long, so they can express their vitality with quick action, and not letting the customers wait is an important measure of the good or bad service.
Sincerity: if the shopping guide is sincere enough to serve the customers, the customers will surely feel it. Working with a sincere and non-hypocritical attitude is the important basic mentality of shopping guides and the basic principle of dealing with people.
Smart: refers to "shrewd, tidy and agile ". Receive customers in a clean and tidy way, pack goods with smart, agile and elegant actions, and gain customers' trust with flexible and ingenious working attitude.
Research: always learn and master the commodity knowledge, study the customer psychology and the skills of reception and response. If you try hard to study customers' shopping psychology, sales and service skills and learn more professional knowledge of commodities, you will not only improve on the level of receiving customers, but also get better results.
Of course, the first thing we start up an enterprise is to make money, but not only for money, let alone for profit.
Profit is the reward for quality service. The process of pursuing profits is to make customers return willingly with satisfaction and give money to us with no complaints and full of gratitude through spring breeze and rain-like dedication.
Don't be eager for quick success and instant benefits, but turn the service into plunder, blackmail and cheating.
It is the key point of service development and competition to set up good service concept and instill certain service concept into the implementation of service and the attributes of service products.
