What is Skyworth’s current service philosophy?

1. User service concept

I serve you happily

2. User service working standards

Everything is for your satisfaction

3. User Service Work Guidelines

Three things are not missed: record customer calls without missing a thing; solve customer problems without missing a thing; track the results of problem solving without missing a thing

Two guarantees: We must ensure that the timely service is in place as promised (appointment), and we must ensure that the service satisfaction rate reaches 100%

One avoidance: Resolutely avoid users making second calls for the same problem

IV. Skyworth ordinary CRT system color TV service commitment

1. The after-sales service of Skyworth color TV series products strictly abides by national standards; the whole machine has a one-year warranty and the main components have a three-year warranty

100 door-to-door maintenance, on-demand on-site debugging, 100 after-sales return visits; 24-hour hotline consultation, 24-hour service in the city and surrounding areas

48-hour service in place, telephone reservations in remote rural areas of towns and villages Door-to-door service.

2. For Skyworth TVs that cannot be repaired locally, consumers or distribution units can inform our company's overseas user service center, and our company's overseas user service center will provide services or Arrange to return to the factory for online maintenance.

3. If one of the following situations applies, it does not fall within the scope of the "Three Guarantees", but repairs can be carried out for a fee:

① The consumer does not operate according to the instructions, and due to use and storage Damage caused by improper use;

② Damage caused by unauthorized disassembly without inspection by our company’s overseas user service personnel or designated personnel of the special user service station;

③ Price reduction Machine;

④ Without Three Guarantees Certificate and valid invoice;

⑤ Damage caused by force majeure;

5. Door-to-door service "Six One" "

A greeting: "Hello, excuse me, is this the home of Mr. Engineer, come to serve you." When leaving, he said goodbye: "I'm sorry for causing you trouble. If you need anything in the future, feel free to contact me at any time

A pair of shoe covers: for users Wear your own shoe covers when doing door-to-door service

A piece of rag: carry a rag with you for door-to-door service for cleaning

A piece of cloth: carry a piece of cloth for door-to-door service for maintenance Keep the maintenance site clean and avoid damaging the user's furniture

A card: Give the user a service card after the service is completed

A beauty treatment: After the service is completed, the user's machine will be installed

6. "Eight Don'ts" for door-to-door service

No eating in the user's home

No smoking or drinking in the user's home

You are not allowed to contradict users

You are not allowed to use the user’s home phone

You are not allowed to charge excessively

You are not allowed to come to your home after drinking

You are not allowed to have long hair

You are not allowed to talk about things that damage Skyworth’s image and reputation

Interpretation of the Service VI “Little Sun” LOGO

The Skyworth service VI is based on the flexible and lively "Little Sun" cartoon shape, with the Skyworth Group VI color system as the keynote, and the words "Customer, you are the president" of Skyworth's service concept form the main visual identity.

1. The sun is a symbol of warmth and light

2. The "little sun" shows the enthusiasm, sincerity, selflessness and permanence of Skyworth's service

3. The "little sun" is Its small and anthropomorphic expression, while retaining the underlying meaning of the sun, also completely avoids exaggerated and potential negative factors that do not match Skyworth's service tenets: such as scorching heat, self-centeredness, greatness, and the source of light in the world.

4. The "Little Sun" VI combination and its extended shape reflect the service concept of Skyworth Group and are highly coordinated with the corporate philosophy of Skyworth Group.

In order to improve the service level and quality of Skyworth Group, in 2006, Skyworth first launched the service concept of "I serve, you are happy", instilling the happy service concept into every employee, effectively ensuring after-sales service quality, thereby driving an ideological revolution in the service industry; secondly, Skyworth Group put forward the work requirements of "three stresses and three new", promoting service work with "stressing methods, stressing management, stressing execution" and "new speed, new standards and new benefits". " is the criterion to evaluate performance; finally, Skyworth has built a large number of basic service platforms, such as SMS platform, QQ repair report, email repair report, website appointment, national unified service hotline 9510555, etc. High standard requirements and multi-angle management ensure Skyworth service Effectiveness and timeliness of work.

In 2006, based on the new market environment, consumer demand, laws and regulations, and the practical needs of service work, Skyworth Group made major adjustments in its quality service concept, transforming it into "I serve you happily" The service concept of quality and emotion has realized the cultural movement of changing thoughts and consciousness, and has been fully launched in the national service system. The initiative of service ensures the quality of service. The idea of ??a happy life has also been echoed by our customers. The service concept of "I serve you happily" injects positive factors into building harmonious user relationships and harmonious social relationships.

Under the guidance of the concept of "Happy Service", Skyworth has launched a series of service activities, such as "Quality Service Month", door-to-door "free beauty service" for TV during the rainy season, etc., and also designated 2007 as "Service Year". The "Spring Breeze Plan" launched for flat-panel TVs in April this year can be regarded as a major initiative in Skyworth's service activities.

In April 2007, Skyworth and other color TV companies issued a new service commitment: except for flat-panel TVs with product quality problems as usual, the entire machine has a one-year warranty, a guarantee of return within seven days, and a guarantee of return within fifteen days. In addition to implementing such a basic three-guarantee, it also focuses on making a three-year warranty commitment on the display screen, the core component of flat-panel TVs, and provides consumers with free consultation, design, on-site installation and other value-added services. The "Spring Breeze Plan" targets the weaknesses of foreign brands' services and brings back a win for domestic flat-panel TVs.

This series of service activities will benefit from Skyworth’s excellent management and modern service infrastructure platform. Skyworth's "Service Manual" clearly stipulates that maintenance engineers must carry shoe covers and rags with them when performing door-to-door services to keep the user's home clean and avoid damaging the user's furniture. After the service is completed, the inside and outside of the user's machine must be thoroughly cleaned. The establishment of SMS platform, QQ repair reporting, email repair reporting, website appointment and other platforms has increased the response time of Skyworth's front-line service to less than two hours, greatly improving the service speed.

It is worth mentioning that Skyworth is the first in the industry to open a 24-hour call center. In addition to answering the phone calls of consumers across the country, it is also responsible for functions such as customer information collection, customer demand analysis, customer value analysis, customer demand satisfaction, and customer return visits. It is also responsible for the supply of maintenance spare parts, technical support and online services. Consulting, product information database and other functions maintain real-time dynamic information connection with Skyworth Group's nationwide and powerful service network through a complete comprehensive information management system and office system. This call center ensures that every user request can be properly resolved within the first time, thereby achieving a one-stop service that provides users with "response to every call and response to every response". Skyworth was able to win the title of "Top 30 Best Customer Service Centers in China" issued by the China Information Association last year, and the call center played an important role.

Improvement of service work

First, Skyworth Group pays special attention to the construction of service concept. As early as 2000, Skyworth took the lead in proposing the quality service concept of "Customer, you are the president", putting the interests of users first. Under the guidance of such a concept, all the work of the service system revolves around "providing customers with "The best service" has been launched, and a series of service activities such as "Service Heart to Heart", "Gold Medal Service Project", and "Three Hundred Percent" have been launched, making Skyworth's service brand deeply rooted in the hearts of the people.

By 2006, based on the new market environment, consumer demand, laws and regulations, and the practical needs of service work, Skyworth Group made major adjustments in its quality service concept, transforming it into a quality and emotional service of "I serve you happily" The concept has realized the cultural movement of changing thoughts and consciousness, and has been fully launched in the national service system. The initiative of service ensures the quality of service. The idea of ??a happy life has also been echoed by our customers. The service concept of "I serve you happily" injects positive factors into building harmonious user relationships and harmonious social relationships.

Second, while improving service concepts and researching service awareness, service hardware equipment is also constantly upgraded. In 2003, Skyworth Group's service CRM information service system was fully launched, and the nationwide 95105555 unified call platform was also officially opened, marking that Skyworth Group's services have entered the stage of informatization and standardization. In 2005, the flat-panel TV market was growing rapidly. Faced with such an increasing proportion of high-end products, Skyworth Group quickly decided to establish a VIP flat-panel service team, and at the same time proposed a service standard of three excellences and three rights. The flat-panel TV service has become the service benchmark in the industry. The upgrade of Skyworth's service system has played a very positive role in promoting the development of the industry and has also brought many colleagues to visit and learn. We are also deeply gratified.

Thirdly, in the process of service work, we found that the needs of users are gradually diversified, and the requirements for products and services are getting higher and higher. This also prompts us to only improve the professional level of service in order to form advantages and increase Competitiveness, only in this way can we better serve users, and service marketing also prompts us to realize that it is very necessary to establish a marketing advantage for product service brand integration. To this end, we have launched the "4S Service Center" for the first time in our service terminal, which is a new service application model that integrates product display, product sales, product after-sales service and accessories sales and supply, to provide consumers with perfect enjoyment The service offers a whole new choice. At present, Skyworth has established more than 20 4S service centers across the country. We will further promote this service model to the secondary and tertiary markets so that more users can enjoy Skyworth's high-quality services. Skyworth's first 4S service center should have caused a relatively big response in the industry, which also shows that in our entire electronic product industry, there are still not many innovative breakthroughs. Skyworth is also willing to do more for the development and progress of the industry. Try and gain experience. While we continue to work hard to improve our service capabilities, we have also continued to gain recognition and honors from our users. We have been awarded the title of "User Satisfaction Unit", "Best After-sales Service Unit, National Best Service Center", and "National Best Customer Call Center" for many times. ", "Best Service Contribution" and other honors.