And Eagle Technology After-Sales Service "10 C"

After-sale service

Minister Ge Xin

Customization (Customization)

Because of the complex structure of CNC cutting equipment, sales of products are increasingly dependent on services, including

In the industry of CNC cutting machines, the service competition of enterprises has begun to "warm up", but the vast majority of enterprises still have not been separated from the traditional service and maintenance mode.

Enterprises must understand users through effective communication with users, respond quickly to changes in users' needs, and provide services that meet users' needs to facilitate users' satisfaction, which is "customer-oriented" of services.

Consistency (Consistency)

Consistency is that the services provided by enterprises should have uniform standards and quality, and they can not be differentiated by time, users, service personnel or other factors related to services.

A management scientist once said, "the process of service is a process of pursuing consistency."

And Eagle Technology Services in the industry already has a very good reputation, the reason is not only has a high-quality, high level of service team, but also set up a set of strict, standardized service management system.

In contrast, some foreign brands, lack of system and lack of personnel training has become a fatal injury to improve user services.

In recent two or three years, with the growth of garment industry and the recognition and importance of NC cutting equipment, the shortage of service staff of some foreign brands has brought pressure to customer service.

In order to improve service consistency, engineering machinery enterprises can refer to the following steps:

First, plan the user service system according to the enterprise development goals and the actual needs of users.

Second, select excellent service personnel, and carry out systematic training and strict assessment.

Third, standardize and pparent the service process.

Fourth, establish a service monitoring mechanism to ensure that service work is carried out in accordance with the requirements of enterprises.

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Professional ability (Competence)

Professional competence is not only the service staff's knowledge of product knowledge and maintenance skills, but also the clear understanding and strict implementation of operation methods and procedures, so as to ensure that users can provide high quality services.

The author believes that the fundamental difference between professional and non professional is service management, not service skills.

The characteristics of the high price of CNC cutting machines decide that the users of CNC clipping machines want every service staff to be experts. They can not only get rid of illness but also act orderly.

In fact, many enterprises' service personnel, apart from "practicing their hands" often with user equipment, have left users with a bad impression of "stragglers and soldiers", which has seriously damaged users' trust in enterprises and brands.

In the long run, how can enterprises cultivate brand loyalty of users?

Before engaging with the hawk after sales service department, it is necessary to train the installation and commissioning work for more than 6 months in the production workshop. After the examination, it will enter the after sales department as an "after sale Internship", and continue to follow the experienced engineers to carry out field operations, and learn more standardized operation process and practical experience in practice.

Understanding (Comprehension)

Good service must be beyond the user's expectations.

Therefore, service personnel must understand the real needs of users and understand their expectations, which is the most basic requirement to improve service quality.

If we do not understand the real needs of users, how can we provide services that exceed users' expectations?

At present, the users of clothing enterprises are generally in a passive service state. Basically, they are "headache and pain."

In fact, the needs of most users are very simple, that is, they hope that the equipment will work as long as possible.

Then, can we set up a set of equipment failure early warning mechanism to eliminate the failure in the bud?

Can we provide emergency equipment for users to ensure that users can work normally when equipment fails?

Can you design various packages?

Wait.

The key to providing good service is whether we really want to understand the needs of users.

In the daily training and learning process, the company will focus on garment cutting process, garment materials, training of garment equipment other than NC cutting machines and a series of knowledge of clothing production process.

Communication (Communication)

To understand the needs and expectations of users, we must fully communicate with users and listen to the voices and opinions of users.

When users complain, the service staff should be patient to communicate with users and solve problems for users.

The result of the lack of communication and communication between enterprises and users is that if the problems reflected by users can not be effectively solved for a long time, they will definitely choose other brands, and enterprises will face the danger of losing users forever.

What's more, because users are in a state of depression for a long time, they may become a "time bomb" over time. They use the way of "protecting rights" such as exposing to the media and suing the court to vent their dissatisfaction with the enterprises, causing enterprises and brands to be severely hit and pay more communication costs.

Etiquette (Courtesy)

It means that the service staff should be friendly and enthusiastic when they serve the users, be neat and neat, and behave appropriately.

In the fierce market competition, users' requirements for service quality of enterprises have also been raised correspondingly.

Service personnel are not only for users to solve some substantive services, such as maintenance, maintenance, but also to give users more respect and more emotional communication with users.

In fact, there are many problems not because the service staff is not repaired in time or not repaired, but because the service staff do not pay attention to etiquette, for example, some service personnel introverted, taciturn, did not respond to the user's questions for a long time; and some of the staff's behavior is "rude", loud voice, and users speak like a fight, it is difficult for people to feel good.

Calm down (Composure)

When serving customers, sometimes they will encounter the problem of stab their hands, or when they encounter temper tantrums or even unreasonable, at this point, the service personnel must be calm.

When interacting with users, the service staff should remain calm.

Because, in many cases, the anger of users is not aimed at the service staff themselves. They are angry at enterprises or for other reasons.

For example, some users see that the construction period is coming. In order to rush to work, the equipment has been working for a long time, resulting in malfunction. At this moment, the delay of working hours is unavoidable, and the users are easily in a bad mood and bad attitude.

In case of similar situation, service personnel should realize that it is the most important to repair equipment in a timely and timely manner. Do not care too much about the attitude of users, and let users' emotions affect their work.

Maybe users are not all right, but arguing with users is wrong.

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Proximity (Contact)

Users can quickly find us when they need our services, such as product manuals, offices, 800 free service phones, service tips posted in the cab, etc.

It is not enough for the user to know the telephone number of the enterprise, and to ensure that the user can find the most suitable person in time when he needs it. He can ask some service personnel to turn on the machine 24 hours a day, and arrange the service staff to rotate on duty.

In order to facilitate user appointment or paction, the location of repair points and accessories should be located near the user's location, so that users can easily arrive or wait for the arrival of service personnel soon.

Compatibility (Cooperation)

In the process of providing services, users will be highly involved, and will put forward their needs and opinions, so the service staff should closely cooperate with users.

At the same time, relevant departments or colleagues need solidarity, cooperation and support.

For example, when repairing service, the spare parts damage of the user equipment needs to be replaced, but it is just out of stock at that time. The delivery of the fittings factory or the general plant needs 1-2 days to arrive. If the user does not want to wait, the service personnel should consult with the users and adopt other ways agreed by the user, such as renting and setting up the same spare parts on the other equipment, and in the process of operation, the coordination and cooperation within the enterprise must be highly coordinated.

Ability (Capability)

Service capability is the "strength" of enterprises.

Unlike automotive services, most of the services of CNC cutting machines are carried out at the site of equipment use.

To measure the service ability of a CNC cutting equipment enterprise can be judged from whether the enterprise has its own service flow, service funds, service personnel, service vehicles, maintenance tools and accessories.

It is worth mentioning that good services must have a solid material foundation, without corresponding inputs, there will be no corresponding output.

Because the profit margins are decreasing year by year, some enterprises are contributing to the service input, which directly leads to a decline in the service level.