Customer service concept

The concept of customer service Part 1

1. The concept of customer service

Originating from customer needs, exceeding customer expectations and achieving customer satisfaction.

1. The importance of customer service in the current market situation

Enterprises often focus on technical issues, cost issues, talent issues, etc. These are just short-term, quick-effective tasks. , and customer service work is a long-term job of an enterprise and the lifeblood of its long-term survival. A stable customer group is the basis for the survival of an enterprise. As the saying goes: "It is difficult to start a business, but it is even harder to stay in business." We have established a complete enterprise customer service system , maintain the relationship between us and our customers, gain a customer, retain a customer, and establish more loyal customers of the company. This is the real "keeping business". At the same time, high-quality customer service can greatly improve the reputation of the company. Through good reputation among customers, it can increase the visibility of the company and bring more profits.

2. The purpose of customer service

1. High-quality service brings advantages to enterprises in competition

In the current fiercely competitive market environment, if If we want to gain a larger market, in addition to price advantages and product advantages, we must also have differentiated advantages, advantages that have our own characteristics. Customer service is a differentiated advantage, and we must use our own unique and outstanding capabilities. Customer service further enhances the company's competitiveness in the market.

2. The different results of virtuous and vicious cycles brought by the quality of customer service to the company

Customer satisfaction - long-term cooperation - becoming loyal customers - sales improvement - -Increased benefits - Spread the advantages of the enterprise - Generate new customers - Increase recognition - Become a famous brand Customers are dissatisfied - No longer cooperate - Loss of potential customers - Reduced sales - Reduced benefits - Spread complaints - Potential loss of customers - loss of credibility - brand setback.

3. Use high-quality services to build a loyal customer base. The loyal customer base is the basis for the continuous development of our company and our precious resource. The concept of loyal customers is: they will cooperate with us for a long time; they will be immune The preferential policies of companies in the same industry will promote our brand and serve as the company's voluntary promoters, bringing us more new customers and economic benefits. An important way for us to build a loyal customer base is to allow customers to receive services that exceed their expectations. This is the "exceeding customer expectations" in the service concept we mentioned earlier, and we turn the passive service of customers who come to us with problems into door-to-door service. Find proactive services for customers, for example: we are a gas company, and we proactively conduct safety inspections, equipment maintenance, etc. for customers on a regular basis. At the same time, we can also develop personalized service plans for large industrial and commercial customers to make customers unforgettable about our services and become our A loyal customer base ensures the company's development.

3. Customer service form

1. Improve and unified image construction, such as: the facade of the customer service center, reception hall, customer lounge, and product display area must be unified. The costumes and customer service terms of customer service staff must be standardized.

2. Customer service personnel must have the necessary qualities

Learn to listen and use emotional service to alleviate customers’ impatience.

Learn to distinguish different customer groups and adopt different reception methods.

Learn to reduce stress by yourself, keep a clear mind at all times, and avoid impulsive behavior.

Learn to analyze customer expectations and understand their real needs.

3. Establish customer service for telecommunications, Internet and other media, such as: 24/7 telephone customer service, website online customer service, email reply customer service, etc.

4. Establish a service file for each customer. Customers do not have to worry about poor service connections due to personnel changes. We also do a good job in customer return visits and supervise our customer service work.

4. Current status of the company’s customer service work

1. The external corporate logo is not unified, especially the operation center and each door station.

2. There is no customer service system. The current customer service work is not equipped in terms of location, facilities, personnel, etc.

3. Basically, they will not proactively contact customers to provide proactive services. The concept of customer service Part 2

The purpose of the customer service system is "customers always come first". Starting from the actual needs of customers, we provide customers with truly valuable services and help customers make better use of them. product. It embodies the core service concept of "good customer service image, good technology, good customer relations, and good brand". It requires the most professional service team to pay attention to every customer's service needs in a timely and comprehensive manner, and through Provide extensive, comprehensive and fast services so that customers can experience ubiquitous satisfaction and trustworthy attentiveness.

Modern customer service concept

The current market competition is becoming more and more fierce and cruel. Many domestic companies are very concerned about strategic issues, cost issues, technical issues, and talent issues. , and often ignore customer service, the lifeblood of the long-term survival of an enterprise. In fact, customers are the real boss of an enterprise. If an enterprise loses its customers, it will lose the basis for its survival. Therefore, providing excellent and thoughtful services to customers is an important strategy for enterprise development, and enterprises must pay attention to customer service.

The goal of a business is, of course, profit. The profit model in the 20th century was to expand sales, do more business and make more money, forgetting the rising costs caused by customer loss. The profit model of the 20th century is transformed into customer satisfaction, and long-term profits are achieved by serving customers and satisfying customers. Management guru Peter Drucker said: "The goal of a business is to create and retain customers, and profit is the first product." Customer service has risen from the tactical level of repair and maintenance in the past to the strategic level of creating customer value, forming performance partners with customers, Establishing a satisfied and loyal customer base is an important means for enterprises to establish core competitiveness, so outstanding enterprises around the world claim to be service-oriented enterprises.

However, the services of most domestic enterprises remain at a low level, simplistic, based on feelings and estimates. Employees and teams have insufficient customer service concepts, personnel have not received professional training, and service skills have not been developed. Measurable criteria, managers also did not regularly measure customer satisfaction. Of course, an important factor that has been overlooked and forgotten about customer service and customer satisfaction is that the compensation system and performance evaluation are not linked to customer satisfaction. Perhaps, many companies simply cannot tell what customer satisfaction is.

Providing excellent customer service and establishing a satisfied and loyal customer base is urgent for domestic enterprises!

What is service? In the traditional concept, when it comes to service, we They will think of the tertiary industry, such as hotels, restaurants, travel agencies, entertainment venues, etc., but rarely think of the primary and secondary industries. In fact, the service concept in modern management is very broad, and any industry has services. For example, after a company sells home appliances or cars, it must provide after-sales services such as maintenance and repair; some companies can be called The slogan of service-oriented companies, such as Dell Computer, is to customize computers according to customer requirements. The POLO produced by Volkswagen can specify car colors according to customer preferences, etc.

Simply put, service is to meet or exceed customer expectations. There are three important concepts in this definition:

The first is the customer's expectation, that is, how the customer views this matter, whether they are satisfied or dissatisfied. This is a psychological feeling, mainly Subjective factors; in addition, meeting the interests of customers is an objective factor.

The second is to achieve, that is, to meet the objective needs and psychological expectations of customers.

The third is to go beyond. Merely reaching is not enough. We must be the best, far beyond the expectations of customers, and make it unforgettable.

What is a customer? The so-called customer is the object that needs service, which can be divided into external customers and internal customers. Among them, external customers refer to social groups and individuals who need services but are not employees of the enterprise, such as middlemen and end consumers of products.

Internal customers refer to the next process of the work process. In the entire work process, each process has a previous process and a subsequent process. You are the customer of the previous process, and the next process is your own customer. Only each process has its own customer. Departments and every position must serve their customers well, and only when they finally face end consumers, that is, end customers, can they truly provide excellent services.

Regarding customer cognition, there have been two controversial issues for a long time, namely: Let us conduct a brief analysis of these two issues below:

The first question , is the customer always right?

There is an old saying: "The customer is always right." Is it really true? Customers are also human beings, and they will inevitably make mistakes. For example, some customers criticize products because of misunderstandings. Or a salesperson, some customers deliberately create trouble and cause problems, and some customers even use alcohol to pretend to be crazy and harass the waiters. At this time, we cannot condone the customers. But we must remember that customers are the most important, so when facing problems, we must handle them tactfully. While not hurting ourselves, we should also not hurt customers.

The second question is, are customers God?

We often say: "Customers are God", but in modern customer service theory, only VIP customers and golden customers are The real God. Therefore, as an enterprise, we need to reposition our customers, select target markets, distinguish which customers are popular or unpopular, and which customers are key or non-key, so as to treat them in a hierarchical manner.

1. Four levels of service

Service can be divided into four levels: basic service, satisfactory service, value-for-money service and unforgettable service.

So-called basic services, for example, a customer purchases a hundred yuan of goods in a supermarket. After payment, the buyer and the seller leave, and they do not owe each other. At this time, the customer's basic material value interests are satisfied. This Just basic services.

The so-called satisfactory service means that the merchants who provide the service have a friendly attitude and make the customers feel spiritually satisfied. For example, when a customer goes shopping in a supermarket, the service staff in the supermarket greets the customer attentively, entertains the customer warmly, and has a friendly tone and attitude. Very polite, this is satisfactory service.

The so-called value-added services refer to services with added value, which may or may not be provided, but can make customers more satisfied and gain greater benefits after being provided.

The potential revenue and profit potential of this quality control program also has other benefits for the company, and the program focuses the entire company on customer expectations. Each department prides itself on its customer service record. And every employee contributes to improved customer service, boosting employee morale. Every employee considers himself a part of the company and a representative of the company when serving customers. The success of the credit card department's customer service quality control program led other departments in the company to follow suit. Undoubtedly, its contribution to the company will be huge.