Relying solely on the customer service department is far from enough. The customer service department is a department that directly faces customers. They are in a position where conflicts are high, and have high requirements for their psychological tolerance, pressure resistance, and emotional counseling ability. Therefore, enterprises need a scientific and reasonable mechanism to improve the quality of service.
To establish a new model of brand service that motivates, reassures, relieves, soothes, and reassures customers, the following measures can be referenced:
Firstly, clarify the three service policies of "timely, professional, and attentive"
The service must be timely, professional, and attentive. Timeliness is a matter of timeliness and responsiveness, professionalism is a matter of ability and level, and dedication is a matter of attitude. That is to say, in order to provide good service, the first step is to have a service attitude, service ability, and service requirements. Diligent attitude, professional abilities, and timely requirements.
Secondly, provide training and guidance to the service department
Training should not be generalized. The training required by the service department includes professional training and service attitude training. Professional training is about solving ability problems, enabling them to improve their product professionalism, have the ability to make accurate judgments, and improve their reaction rate; And attitude training is to guide them to serve wholeheartedly, master the basic etiquette and requirements of service, and give customers a good experience and feeling.
Thirdly, collect and compile typical service stories
These collected stories are typical benchmarks of service. Through service stories, we can not only promote the company's service philosophy, but also learn service knowledge. This is of great significance for service work. The story transforms cold and dogmatic words into vivid and real events, with flesh and blood, making it easier to understand and accept.
Fourthly, organize and carry out a Service Culture Month with a theme of service
This includes appreciation of service movies, learning from benchmark companies in the same industry, competition of service skills, debates, speeches, and sharing centered on service. Through these methods, employees can deeply appreciate the company's emphasis on service work and strengthen the company's service culture.
Finally, share a quote from Mao Zhongqun: For service personnel, the first thing is to do a good job in providing the five essential services：
- Ready for on-site service
- The service operation is standardized and in place
- The explanation and guidance are in place
- Product maintenance and inspection in place
- The on-site cleaning service is in place.
Poor service can quickly cause companies to lose customers and leave a bad brand impression on them. But to achieve good service, it is not just a matter of leaders emphasizing how important service is at the meeting. It also requires supporting concepts, actions, and practices to truly put their intentions and ideas into practice.
ATFS strives to provide the best service with a comprehensive customer service system. Whether you are consulting or after-sales, we provide excellent service.
