Editor's note: After NVC experienced a series of changes in 2005, channel construction has gradually matured. However, there are still many problems in the service field. In 2006, after-sales service has naturally become an important issue for corporate decision-makers. At the operator marketing conference at the beginning of the year, Wu, the general manager of the domestic marketing system, explained in the marketing policy of 2006 that this year's after-sales service would be the top priority of domestic marketing, and there was no budget for after-sales service. Recently, I learned from the NVC After-sales Department that in order to improve the after-sales situation this year, NVC has launched a number of policies and measures to fully upgrade NVC's after-sales service to operators, which have been regarded as ill-fated. Dealers and consumers provide more considerate, thoughtful and meticulous humanized services, and add to the "people's heart project" of after-sales service.
Five measures to escort customers
First, pay first, then trade-in--from the customer's immediate interests
In recent years, the lighting industry has undergone substantial changes, and the improvement of service quality has increasingly become the consensus of enterprises. In the past years, the company's return and exchange often adopted the method of repairing bad products. The maintenance cycle could not be well grasped, which not only greatly extended the entire after-sales process, on the one hand, it was easy for customers to influence the progress of the project. Dissatisfaction with customers, resulting in the loss of customers; on the Other hand, for the enterprise, the long maintenance period is likely to cause a large backlog of returns. Practice has proved that no matter whether it is operators, distributors or consumers, the company is not satisfied with the after-sales service last year.
Based on this, in the after-sales service has not fully become the consensus of lighting companies today, NVC has begun to improve the after-sales, upgrade service exploration. The company's after-sales service has put forward the service policy of “paying for the first thing and replacing it with the old oneâ€. In other words, for any problem product that is returned, NVC will carry out the renewal process for the customer first, and then the company will conduct a comprehensive test and identification. If it is a product reason, we will accept it unconditionally; if it is improperly used, etc., Recover the cost of related products. After-sales service personnel will provide high-quality services for NVC customers, allowing users to enjoy VIP-level special services, ensuring convenient channels for users to provide high-quality, differentiated services.
The new measures of “paying for the first thing and replacing it with the old one†shortened the cycle of the customer returning the product and solved the problem for the customer in time. However, the company has increased the backlog of maintenance products. It can be seen that NVC is completely based on the customer's consideration.
It is understood that the new measures of “paying for the first thing and then replacing it with the old one†have been launched nationwide, and operators, dealers and our customers have all reported good results.
Second, network information management - to ensure the standardization and speed of service processes
The development of the Internet has enabled lighting companies to develop their own network strategies and reshape the strategic value stream of enterprises. NVC has also carried out a drastic service system information construction and transformation - opening a CRM customer platform. CRM is a customer relationship management system that closely focuses on CRM's customer-centric thinking and provides daily office, customer management, opportunity management, sales management, competition management, service management, and service analysis reports. Now, NVC users can log in to CRM and keep abreast of NVC product development, service commitment, post-sales contact communication and information feedback, etc., and also through the website for return and exchange, repair appointments and other activities, to meet face-to-face with NVC The purpose of interactive communication.
In addition, as early as 2004, NVC reached a software purchase agreement with SAP Software, the world's largest provider of enterprise management and collaborative business solutions, and signed a software implementation service contract with Shanghai Hande Information Technology Co., Ltd. Hande will assist NVC in comprehensively innovating the enterprise management process in terms of accounts receivable, accounts payable, general ledger, sales, purchasing, inventory, statements, etc., in order to realize corporate capital flow, information flow and logistics. The three-in-one combination further enhances the core competitiveness of the company. In order to cooperate with the introduction of ERP in NVC, the project team conducted strict professional ERP training for the relevant personnel of NVC, which improved the ability of the personnel involved in the system process to control the ERP system.
According to relevant sources, projects such as CRM and SAP have successfully launched NVC, which has greatly improved the efficiency of NVC's business management and management, thus creating a solid information platform for NVC's rapid and sustainable development at this stage.
Third, the operation center provides terminal services - extending the after-sales to the market frontier
For most lighting companies' marketing model, sales are sales, services are services, and the two are relatively independent, which brings some troubles to users' after-sales service needs. In addition, the current domestic lighting enterprises have a weak sense of after-sales service. Many companies' after-sales service departments have a phenomenon of decoration. It is only a matter of setting up a department at best. The after-sales level has been criticized by consumers, which has seriously affected the image of the company.
In order to understand the implementation of the company's after-sales policy in the local market, NVC will dispatch professional personnel to the operation center to investigate the implementation status in the near future, formulate corresponding after-sale policies for local special situations, and conduct the after-sales level of the operation center. Guide, improve the after-sales capabilities of the operation center, the operation center becomes the company's after-sales network, which can provide quality services for subordinate dealers. The author learned from the after-sales department that the measure will be the first to be piloted in the Zhengzhou Operation Center. At that time, the company headquarters will send personnel to provide comprehensive guidance and understanding of the Zhengzhou Operation Center. The after-sales service department of the operation center integrates the display experience, product sales, service and maintenance, and provides consumers with one-stop services such as introduction of common sense, door-to-door design, product experience, product purchase, product installation and commissioning, maintenance and repair. Praised by users.
Fourth, the training of wiring and maintenance personnel to improve - to ensure the perfect quality of service
With the increasing demands of consumers for product services, NVC's after-sales service has also put forward higher requirements. In order to improve the technical level and service quality of these companies after sale, NVC enhances their professional skills through various methods such as network training, wiring training, maintenance technical training / opening of technical support websites.
In the interview letters sent to us by the operation centers and dealers in various places, the author found that the vast majority of customers are positive about our after-sales. The author saw at the maintenance site that the on-site maintenance personnel were doing the relevant maintenance work in an orderly manner. According to Luo Yanlan, the chief of the after-sales department, at present, NVC has 13 professional maintenance technicians, carrying the maintenance tasks of all NVC products.
V. 8008303995 First-line service - service hotline dedicated to customer service
For many years, NVC has always placed product service at an important position in the strategic development of the company. As early as 2000, NVC had a recall due to product problems, and directly lost more than 2 million. This is definitely not a small amount for the newly started NVC. Although the recall system has a huge loss, it has maintained the reputation of the NVC brand. Since then, quality and service have been deeply branded in the minds of every NVC, and the NVC after-sales department has been based on the customer service department last year. , was re-established after the adjustment of functions. Since its inception, the after-sales department has been "all customer-centric" as the department's service concept, so that the service concept has been comprehensively improved.
NVC's free service hotline 8008303995 has been upgraded and upgraded several times. At present, the number of attendants in NVC's after-sales department has exceeded 10, and the daily average of product information consultation and customer complaints has reached hundreds of levels. Therefore, no matter where you are, as long as the time range is from 8:00 am to 8:00 pm, NVC customers can easily and quickly communicate with the company's after-sales department by dialing the free service hotline 8008303995. Service center staff will provide customers with warm, quality and thoughtful service in the first time.
According to many customers, whether it is personnel, facilities, office environment, management methods, modernization level, NVC after-sales service departments have greatly exceeded the service level and standards of peers.
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Hygea Led Lighting Photoelectric Co., Ltd. , http://www.gd-lamps.com