1. What is our mission?
The mission of an enterprise is generally expressed in terms of customers, society, environment, shareholders, employees, etc., among which the first consideration is the needs and interests of customers. Therefore, before establishing customer relationship management and improving after-sales service management, enterprises must formulate a clear, inspiring and achievable mission, and on this basis, extend the concept of enterprise service and formulate specific management methods, contents, forms and degrees of providing services to customers.
Second, what are our customers?
Simply treating customers as God is not practical in our country, because many of our consumers don't know what God is and enterprises don't know what God is. The author believes that the customer of our enterprise is not God, and the enterprise should not advocate that the customer is God, because if there is God, there is a great difference between God and the customer, mainly in the following five aspects:
God is unique, and customers are diversified and personalized;
God is eternal, and customers have a life cycle;
God is the creator, it does not exist (virtually) with human consciousness, and customers exist and develop because of their customer needs, which is created;
God has created the laws of the objective world, and the rules of the market are jointly formulated and perfected by customers and businessmen who are also in the market.
God is illusory, and customers are realistic and potential.
3. What is our relationship with customers?
Many enterprises now say: "customers and enterprises are a community of destiny" or: "customers' interests come first, and customers are supreme". These understandings and concepts are all good, but as enterprises and customers, we should clearly understand what the relationship between enterprises and customers is. In my opinion, the main thing is to understand the relationship between the role and reaction between enterprises and customers. Specifically, it is divided into the following two aspects:
Customer to business:
The customer is the examiner who evaluates the performance of the pre-sale, in-sale and after-sale service personnel (on-site staff) of the enterprise (with the largest weight coefficient);
Customers are the main judges of the quality of products and services of enterprises;
Customers are the most effective salesmen of follow-up products of enterprises;
Customers are the most convincing propagandists who influence the corporate image.
Business to customer:
Enterprises are the backing and direct guarantee to stabilize the normal operation of customers;
Enterprise is the technical support to continuously improve the social competitiveness of customer service;
Enterprise is the guide and promoter to promote customer innovation management and service;
Enterprises are promoters of healthy competition and common development among customers.
4. What is our relationship with customers?
The basis and essence of customers' commitment to customers is that the functions and quality of our products and services are in place in advance;
Customer complaints are also data and reference information that we need to analyze to improve the quality of products and services;
The actual demand and potential demand of customers (conscious potential demand and unconscious potential demand) are the direction of our research and development of new products.
5. What is the relationship between our products and services?
Service is a behavior that should exist before, during and after product sales. Service is not only available after sale, but also has the contents and requirements before sale, such as guiding customers to choose the right products according to the environment and strength, and choosing the strategy of product upgrading. Pay attention to technical communication before sale (information consulting service is the main content and form), technical disclosure during sale (late development and certification of customers and users, on-the-job training) and technical explanation after sale (maintenance, maintenance tracking service and upgrade guidance).
Products are hard products and services are soft products. Hard products and soft products interact with each other as a prerequisite. If soft products are not in place or can't keep up, the function and value of hard products will be reduced, and hard products can't meet the needs of customers. Soft products are difficult to use.
How to establish a customer service system? 1, Customer Data Management and Analysis System-Customer Service Support Platform
2. Customer service processing system-the operating platform of customer service.
3, customer satisfaction monitoring and feedback system-the supervision platform of customer service.
4. Customer profitability evaluation system-a platform to ensure customer service.
5. Customer relationship management and coordination control system-the dispatching platform of customer service.
How to establish a customer service system for broadband customers? There are relatively few misunderstandings and blind spots when implementing customer relationship management and improving the quality and level of service management in enterprises with enterprise customers as their terminal consumers. The customers of enterprises are intermediate customers (intermediate customers also have extended customers or follow-up customers). When enterprises implement and improve customer relationship management and improve service quality and level, there are often misunderstandings or blind spots. In view of this, the author believes that the customers of enterprises are intermediate customers. When establishing a brand customer service system, we must first understand the following five "what". What is our mission? The mission of an enterprise is generally expressed in terms of customers, society, environment, shareholders, employees, etc., among which the first consideration is the needs and interests of customers. Therefore, before establishing customer relationship management and improving after-sales service management, enterprises must formulate a clear, inspiring and achievable mission, and on this basis, extend the concept of enterprise service and formulate specific management methods, contents, forms and degrees of providing services to customers. What are our customers? Simply treating customers as God is not practical in our country, because many of our consumers don't know what God is and enterprises don't know what God is. The author believes that the customer of our enterprise is not God, and the enterprise should not advocate that the customer is God, because if there is God, there is a great difference between God and the customer, which is mainly manifested in the following five aspects: God is unique, and customers are diversified and personalized; God is eternal, and customers have a life cycle; God is the creator, it does not exist (virtually) with human consciousness, and customers exist and develop because of their customer needs, which is created; God has created the laws of the objective world, and the rules of the market are jointly formulated and perfected by customers and businessmen who are also in the market. God is illusory, and customers are realistic and potential. What is our relationship with customers? Many enterprises now say: "customers and enterprises are a community of destiny" or: "customers' interests come first, and customers are supreme". These understandings and concepts are all good, but as enterprises and customers, we should clearly understand what the relationship between enterprises and customers is. In my opinion, the main thing is to understand the relationship between enterprises and customers. It is divided into the following two aspects: customer to enterprise: customer is the chief judge of the quality of products and services of enterprises; Customers are the most effective salesmen of follow-up products of enterprises; Customers are the most convincing propagandists who influence the corporate image. Business-to-customer: Business is the backup and immediate guarantee to stabilize the normal operation of customers; Enterprise is the technical support to continuously improve the social competitiveness of customer service; Enterprise is the guide and promoter to promote customer innovation management and service; Enterprises are promoters of healthy competition and common development among customers. What is our relationship with our customers' customers? The basis and essence of customers' commitment to customers is that the functions and quality of our products and services are in place in advance; Customer complaints are also data and reference information that we need to analyze to improve the quality of products and services; The actual demand and potential demand of customers (conscious potential demand and unconscious potential demand) are the direction of our research and development of new products. What is the relationship between our products and services? Service is a behavior that should exist before, during and after product sales. Service is not only available after sale, but also has the contents and requirements before sale, such as guiding customers to choose the right products according to the environment and strength, and choosing the strategy of product upgrading. Pay attention to technical communication before sale (information consulting service is the main content and form), technical disclosure during sale (late development and certification of customers and users, on-the-job training) and technical explanation after sale (maintenance, maintenance tracking service and upgrade guidance).
How to establish the customer service system of chain supermarkets still adopts the traditional membership card method, establishing customer information, establishing customer service platform and establishing repeat customer platform.
How to establish a customer service system for logistics enterprises: setting posts, personnel, time, standards and processes. Design the process in this direction.
How do website companies establish customer service systems? Shanghai Yiyada is a good website.
Is the customer service system of Standard Group perfect? Standard Group's customer service system is very perfect. After all, everything is centered on customer needs, customer service is supreme, and peace of mind is satisfied.
What is a diversified customer service system? Diversified service means that the system can provide customers with multiple access channels, multiple functions and multiple services ... I'm not sure what industry software you are talking about.
How to build a brand customer service system The following contents are randomly selected from the original text and converted into pure text, which does not represent the complete content and is for reference only. Our engineers are Bell's wealth; If you want to touch customers, you must first touch employees; The skills of employees reflect the value of the enterprise. At the same time, the establishment of the brand needs the accumulation of career planning of social employees, advanced functions are the foundation of the brand, and the new functions of each product to meet customer needs condense the progress, wisdom and efforts of social employees, so we should implement career planning of social employees in the service express. Fifth, there can be no standardized management behind the brand. The relationship between the production process of an enterprise and the standardized processes and procedures such as after-sales maintenance is the relationship between customers. Standardization of management and standardized operation of serving customers are the basic requirements of brands, and standardized management and operation are the performance of scientific and technological progress of enterprises. Only when the normative things have social competitiveness can the brand be realized, so it is necessary to formulate and implement the Provisions on the Formation and Perfection of Normative Documents. In addition, the formation of standardized operation files is the accumulation and progress of practical experience and the collection of innovative solutions to fault problems. Competitive normative archives are the product of innovation and collective wisdom. Therefore, it is necessary to train our service personnel to establish the concepts of "unity is strength, knowledge is strength, innovation is strength" and "norm is the foundation of innovation, innovation cannot be separated from norm, and norm is the symbol of culture". 6. Adaptability to meet customer needs and excellent quality are the basic elements of the brand. Product quality includes hard physical product quality and soft service quality. The advancement of product quality should be based on applicability and stability, and the level and depth of product quality should pay attention to the relationship with the cost of enterprises and customers. In terms of service quality of service express delivery, quality is the heaviest in the hearts and shoulders of service express delivery personnel. It is the last line of defense of enterprise product quality barrier. If there is a problem with product quality, there will be service opportunities. So introduce-every after-sales service opportunity may mean that customers have suffered losses or their rights and interests have been hurt. 7. Brand building needs strong support from customers. "Thinking determines action, thinking determines the way out" is the experience summary of modern successful enterprises. For the healthy development of our service express, we also need to establish a correct concept, especially to correctly understand and use the influence and role of customers in our development. For this reason, we propose that the customer's attitude determines our today and tomorrow, and whether the customer's attitude is positive or negative. Obviously, it will affect our service work plan today and the efficiency and quality of service work through declaration or complaint, communication and exchange, and will also affect the future development direction and thinking of our service express. The attitude of customers does not fall from the sky, nor is it static, but comes from our products and services. We should correctly understand the relationship between products and services: switch products are hard products, after-sales service is soft products, hard products and soft products interact and are indispensable, and soft products are not in place or can't keep up. The function of hard products and ........................................................................ This website is a public welfare management knowledge sharing platform, and all resources are downloaded for free. If you find it impossible to download, please give us feedback. The decompression passwords of all resources on this site are explained on the right side of the compressed package, please pay attention to it.