Today, with the rapid development of science and technology and serious product homogeneity, if an enterprise wants to survive and develop, it must have a reason to go beyond the product level to make customers willing to support it. Service is to shape the unique charm of the enterprise, and the secret of "bribing" customers with service is to win the hearts of customers.
They say it is difficult to serve, but even more difficult to serve well. At the beginning of its establishment, the vision of Huannai Lijia is to build it into the first service brand in the field of home furnishing materials circulation in China, and "customer achievement" is also one of the corporate values. "Bribing" customers with quality service has become a tradition of frontline employees of enterprises. In 2003, Huannai Lijia pioneered the 7S shopping service system in the industry. Up to now, these service standards are still out of date.
The "Headquarters Customer Service Department" of Huannai Lijia was established in 2008, which is a department to control the service quality of the whole company. The main responsibilities of the department are to understand customer needs, monitor the service quality of the sales area, solve customer problems, and provide reasonable suggestions for the development of the company. At the same time to establish service standards, improve the company's overall service level.
In 2011, the company launched a comprehensive customer satisfaction survey, increased the number of full-time telephone visits, monitoring the service quality of the whole process of pre-sale, sale and after-sales, and set up a reward and punishment mechanism for effective constraints, finally based on the customer's evaluation of the service. At the same time, 400 special lines have been added to feedback customers' problems, so as to realize zero-distance communication between customers and enterprises. After two years of improvement and strengthening, customer satisfaction increased from 80% to 95%. In recent years, the company has been working hard for better service and higher satisfaction.
At the beginning of 2016, President Li Qi also put forward the core service concept of "to meet customer needs as the center", emphasized the importance of service once again, and advocated doing a good job of customer service inside the company from top to bottom. Only to meet the needs of customers, enterprises can become bigger and stronger, in order to maintain the status of the industry.
