As we all know, the building materials circulation industry competition is fierce, product homogeneity is serious, the vast majority of customers are difficult to clearly identify, choose service providers. Therefore, to do a good job in service, to first-class service "bribe" customers, for the present stage of Hua Nai Lijia is very important. We hope to make customers firmly choose Huanai through pre-sales quality service and after-sales value-added service. Reliable products and services let them become loyal fans of the enterprise, and then generate a good word-of-mouth publicity effect.
Innovative services to win a good reputation
In the Internet era, the competition between enterprises becomes more and more fierce, and customer satisfaction becomes more and more important, which also puts forward higher requirements for enterprises. In order to raise the service level and quality of Huanai to a new level and maintain the core advantages, the company needs to improve in three aspects in the future:
First, speed up the information construction, improve the CRM customer service management system, to achieve fine, whole-process monitoring. Use big data to analyze customer service demand points and improve service quality.
Second, optimize the service standard of the whole process, further refine and upgrade the original service level in the whole process of marketing, order management, delivery, installation, maintenance, processing, etc., so that the front-line service personnel can rely on the standard.
Third, sincere care for millions of old customers. In the service of old customers in the way of bold innovation, exploration, the formation of a strong word-of-mouth effect. Next year, the group's official wechat service account will also regularly plan some activities to interact with old customers.
Build service capacity for sustainable development
Huanai launched home service Day to "bribe" customers in each sales area, which reflects the importance of the enterprise senior management to service, and is an innovation in the internal service system of the enterprise. Through the nationwide investigation of each sales area, fully understand the service status of the sales area and each brand department, find the problems in the service link, think about the improvement measures and methods, and effectively improve the service quality.
Consumers' cognition of enterprises is more directly from the front-line service. Unified store image, employee image, standard language and service details can make customers form a good impression. At the same time, through the innovation of service details, even the little things, to create more than expected customer expectations, let customers feel the sincerity and professionalism of Huanai, which can very well enhance the brand reputation of the enterprise.
