They say it is difficult to serve, but even more difficult to serve well. At the beginning of its establishment, the vision of Huanai Home Furnishing was to build itself 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. It has become a tradition of front-line employees to obtain customers with quality service. In 2003, Huanai Home Furnaces pioneered the 7S shopping service system in the industry. Up to now, these service standards are still out of date. At the beginning of 2016, Li Qi, president of Huanai Home Furnishing, put forward the core service concept of "taking customer demand 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 a leading position in the industry. In the process of implementing quality service, the gold medal service staff of Tianjin sales area of Huanai Home Furnaces has set an example, they have their own characteristics, each has a brilliant move.
Huang Shougui: There is a tiger in the heart, sniffing roses
Huannai Home Mona Lisa tile Hedong shop manager Huang Shougui. Having worked in the army for 12 years, he devoted himself to the home building materials industry. In less than two years, he led the team of Huannai to continuously surpass and achieve excellent results again and again. Business, Huang Shougui meticulous, dexterous, in the team management is also quite experienced, he regards the team as a family, he said: "I think I am equivalent to the bearing, play the role of the link." Internally, help team members with products, customers, maintenance, etc.; Externally, customers in the process of decoration problems, he can communicate the first time to solve. Huang Shougui always bear in mind: meticulous service is the foundation of Hua Nai.
During Double 11, Huang Shougui told his team: first, try to find their own quality customers, not to waste customers; 2. Explore the information needs of potential customers, and occupy the market with comprehensive and high-quality services; Three, one station purchase, response to Huannai Home "everyone" strategy, to meet all the imagination of customers for home products.
Wang Wei: Sales is a war against themselves
As the saying goes, you can't judge a book by its cover. The idea is that you can't judge a person by his or her looks alone. And so it often proved. Wang Wei, the consultant of Mona Lisa Tile Hexi Shop of Huana Home Furnaces, Tianjin sales District, is gentle and introverted in her eyes, but in her bones she has the stubborn stubbornness of refusing to concede and actively striving for defeat.
Sales service is not simple imagination, reception is the beginning, selling products is the result, which also includes the excellence of the service. "Good service requires a good understanding of the product and a keen insight into the customer's psychology and needs," Wang said. My advantage is that I have enough sincerity to gain the trust of customers and facilitate the transaction of orders; Second, the introduction of products will understand customers' decoration progress, preferred style, interests and hobbies, in order to smoothly recommend suitable household products for customers; Finally, after the customer clinches the deal, regular follow-up visits, ask about the decoration, ask about satisfaction and additional needs, and so on; Finally, service is a systematic, comprehensive effort to predict problems in advance so that customers know what they are doing."
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 take the service level and quality of Huannai to a new level and maintain the core advantages, the company needs to improve in many aspects in the future: accelerate the information construction, improve the CRM customer service management system, achieve refinement, analyze customer service demand points with big data, and improve the service quality; 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 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. 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.
