I. notes on the understanding of after-sales service of the Quanya company
After-sales service is not only the business activities of enterprises, but also a kind of culture and philosophy, which reflects the concern and emotion of enterprises for customers. Enterprises through good after-sales service, improve product reputation, expand brand influence, improve customer loyalty, after-sales service has become an important factor for enterprises to improve market competitiveness.
* good after-sales service is a key factor in facilitating the transaction
According to a research report published by harvard business journal in 1996, customers who "come again" can bring 25% to 85% profits to the enterprise. Among the factors that attract customers to "come again", the first is the quality of service, the second is the quality of products, and the last is the price.
As a whole the company brand, has had the brand reputation, we strive to create core enterprise competitiveness, good after-sales service, to be more get the favour of terminal customers, while the development of science and technology makes the product quality is higher and higher, but this is no good, because the customer use undeserved, the influence of the workplace environment, the domestic voltage instability and other reasons can lead to products have all kinds of problems, including the best more and more enterprises there is no guarantee that never occurred errors and cause customer complaints, thus effectively handle customer complaints, Timely remedial errors and other after-sales service measures have become the most desired commitment of domestic buyers and users.
* good after-sales service is an effective way to reduce costs and improve customer loyalty to the brand
After analyzing more than 100 companies in more than 20 industries, the researchers found that a 5% drop in customer churn could boost profits by 25-85%. Loyal customers generate more and more lasting profits, and lower the costs of attracting new customers instead of those who leave disappointed. Not only that, if the old customers are satisfied, the nature will also bring new customers, this is the law of customer to customer.
What are some of the reasons these customers come back again and again? It's just the core product and the services it provides -- how good is the service? Is communication enough? How's the problem working out? And so on and so forth. So all the company hope that through their unique after-sales service, effectively to guide customers on how to correctly use of machine, how to maintain, the phone on a regular basis to track customer machine usage and develop a set of articles of association of the consummation post-sale service, believe that with these seemingly insignificant details, absolutely let customer has a service in place of care and consideration. Naturally increase customer loyalty to the brand.
* after-sales service is also the core of brand image
In the final analysis, brand image is just a customer impression. This kind of impression includes the product image of the enterprise, scale strength, credit degree and after-sales service quality and level. Compared with tangible products, service brand building is more difficult. Because the "trademark" representing the image of tangible products is protected by law and requires less innovation, it is impossible for enterprises to change the trademark image frequently. However, there is no patent for the design of hardware facilities and service environment that represent the image of service enterprises, which is easily imitated or even surpassed by competitors. Product quality and service quality are two important indicators that influence brand image, and good after-sales service is an important part of customers' perception of the brand. It's also harder to imitate than hardware -- you can imitate a wal-mart slogan or a McDonald's hamburger, but customers can still sense who's a "fake" so they can do a good job with the service brand, which represents the life span of the product brand in the market.
Ii. Articles of association of after-sales service center of the whole Asia company
Guangzhou quanya company solemnly promises the following after-sales service terms to customers. We welcome customers to supervise and guide our work:
1. The whole Asia company sets up a 24-hour product consultation telephone, and customers can call at any time to inquire about product parameters and application, and even product scene configuration, so as to let customers choose and buy antley products to shine its light on the stage, and minimize the phenomenon that the site effect is greatly reduced due to wrong product selection.
2. The whole Asia company can inspect the authenticity of products for customers free of charge and issue authoritative verification reports. Ensure that customers use the most original genuine products
3. Provide long-term technical consultation and application system support. To the customer's question, completes has the question must answer, the patient instruction, solves the question. For some major product after-sales problems, no matter where to buy from, if the customer has a demand, our center will assign a professional after-sales engineer to answer in person or to the site for guidance.
4, as long as it is smoke machine products or lighting products, regardless of where to buy, can provide free maintenance services.
5. All products sold by the company in Asia are guaranteed free of charge for one year. The following actions are not covered by the warranty:
A: damage caused by failure to use, maintain or keep in accordance with the requirements of the product description;
B: unauthorized modification (replacement) of commodity components, circuits or private maintenance;
C: the barcode of the product body is altered or torn, and the purchase invoice cannot be provided;
D: failing to use the products in accordance with the professional guidelines of the company;
6. If it belongs to the warranty scope or the warranty period, the after-sales service center will bear the round-trip freight, but if it passes the warranty period, the after-sales service center will only bear the one-way freight.
7, take precautions against the product failure occurs, it takes time to repair back and forth, for not affect customer's work, all the after-sales service center will set up a number of alternative products, according to special customer, to check the corresponding spare products to provide customers with premium services, to alleviate the problem of impact due to maintenance work.
8. In case of any of the following situations, the company may replace or return the goods:
A: within three days after the customer receives the goods, if the performance indicator of the goods is found to be inconsistent with the actual requirements;
B: within the warranty period, our customer center has analyzed and confirmed that there are serious quality problems with the products
9, after-sales service will set up 24 hours service telephone (15302224228), the absolute guarantee the moment someone answer, with the fastest speed to deal with the problem raised by customers, the company promises: all after receiving the telephone consultation or complain, can't show to customer solutions, need to upgrade for instructions, no more than an hour, after receiving the after-sales maintenance machine to issue a maintenance inspection sheet to the customer to determine the time of not more than two days.
10. The after-sales service center will set up a 24-hour supervision and complaint telephone number (15322288433), which welcomes customers to supervise
the work of the whole Asia company.
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