After-sales service is an important part of the appliance industry chain, and it is also an important factor directly affecting consumer reputation. But for many consumers and home appliance companies, the problem of after-sales service is often embarrassing. Consumers are unable to enjoy efficient and high-quality services. However, they still have to pay high service fees to complain; companies are not perfect because of the after-sales service system, and their management is not perfect, so that the brand image is greatly reduced. It is not only the product itself that can impress consumers most. After-sales service is also a top priority. Based on the concept of 'consumer-centric', Siemens Home Appliances not only wins consumers' love for product upgrades and innovation, but also continues to work hard to optimize sales. After-sales service gives consumers confidence.
Innovative after-sales service system
In the trend of consumption upgrade, Siemens home appliances in the after-sales service to conduct a comprehensive layout for consumers to provide a comprehensive after-sales service system.
At present, Boxi Home Appliances has 2 call centers, 38 service branches, nearly 200 service stations, and more than 1600 service outlets nationwide. There are official websites on the line, customer service hotlines, customer service microblogs, official WeChat, etc. Multiple communication platforms. In 2017 alone, the call center received a total of 8.65 million inbound calls each year, and 750,000 calls were made. With such a large workload, the hotline service satisfaction rate reached 99%, and the complaints processing satisfaction rate was 96. % or more. Siemens Home Appliances is also actively exploring service innovation models to improve service performance. For example, Siemens Home Appliances and JD.com have jointly launched a direct service system project. Customers can make appointments directly on the JD.com website after placing orders in JD.com. Siemens Home Appliances and Tmall are also continuing to deepen their cooperation in the field of O2O, creating a seamless online home appliance service for online users, allowing users to experience the convenience of one-stop service.
Responsibility to practice sincere service
In order to solve the customer's after-sales maintenance problem at the first time, Siemens Home Appliances adopts a 7*24-hour manual hotline service mode to accept consumer installation, maintenance, consultation, and complaint service requirements, and uses the urban area within 24 hours, within 72 hours of the suburbs. The quick response mechanism at home, even if the user lives far, as long as a help phone, after-sales service personnel will help users solve the problem in the fastest time. Boxi appliance Nanchang Center technical director Wang Jinhui is such a after-sales service staff.
Once, Wang Jinhui was just going home to accompany his wife for work. Suddenly learned that a Siemens multi-door refrigerator purchased by a user could not enter the door due to the size of the user's home door. Wang Jinhui immediately contacted the user and informed of the estimated time of arrival. The master used skilled professional skills to complete the demolition and assembly of the refrigerator, through careful inspection to ensure that the refrigerator can be used normally, and explained to the user how to use the refrigerator and daily use precautions before leaving. Before leaving, he still did not forget to take away The packaging waste is placed in the garbage storage area. It takes only 43 minutes from receiving the user's demand to complete the service leaving! It is precisely in these 43 minutes that Siemens Home Appliances' after-sales service staff has used professional skills and sincere service to impress users. .
As the most critical person protecting the interests of customers in the later period, the after-sales service staff is dedicated to safeguarding the interests of each user, taking the customer's time as the life coordinates, taking the customer's needs as the focus of work, and using efficient and efficient after-sales services to give the consumer a sense of security. .
Professional services with temperature protection
Responsibility to the consumers is the responsibility of the company. Siemens Home Appliances' after-sales service personnel need to undergo a unified professional training before starting work. The engineers are all in accordance with the national unified CTC standards for qualification management. A perfect new employee training system to achieve 100% training posts. 3. Standardized management of after-sales service has provided extremely strong protection for solving consumer after-sales problems.
While cultivating professional talents, Siemens Home Appliances always puts consumers’ rights and interests at the top of the list. In order to gain insights into the market and consumer demand, Bo Xi’s senior home appliance makers have used the practice of using weekends to visit consumers and through consumer interactions. Face-to-face communication to understand consumer feedback on the product, usage habits, actual needs, etc. This practice has been maintained for many years. In 2016 alone, 39 managers from Bo Xi home appliances visited 234 consumers in 11 cities across the country. , Accumulatively completed 260 service requests from consumers. During the visit, senior managers of Boxi Home Appliances will listen carefully and record user feedback. Through in-depth insight into changes in consumer demand, in order to better improve after-sales service, carry out products Innovation laid a good foundation.
The after-sales service, the people-oriented core concept, has always been respected and praised by all sectors of society. Siemens Home Appliances not only captured the hearts of consumers, but also praised the industry constantly. Guided by the AQSIQ, China Quality Promotion Association At the 3rd China Quality Integrity Brand Forum held on March 15th, China Quality Promotion Association awarded BSH China Appliances Service Jiangsu Co., Ltd. 'Customer Service Dedication Ding'; in 2017, BSH Household Appliances Call Center was perfected. Customer service system, superior customer service experience, and other advantages Received '2017 Customer Reputation Best Customer Contact Center' Award, 2017 China's Household Appliance Service Industry Service Satisfaction Brand, Consumer Appliance Service Satisfaction Enterprise, 2018 Consumer Protection Enterprise , 2017 annual service industry outstanding enterprises and many other honors.
The most direct significance of the award is the direct recognition of products and services. When everything is based on the actual perspective of the consumer, meticulous service becomes the natural behavior of Siemens appliance service personnel, such as breathing, when the after-sales service becomes the entire product In an important part of the strategic deployment, Siemens Appliances has become the most trusted brand of choice for consumers!
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