Home appliances are the big household products that people live in. Good after-sales service is the basic guarantee of life. However, in the whole home appliance industry, after-sales service occasionally gives people a sense of clutter, disorder, and deep water. With the arrival of air-conditioning season, The problem of after-sales service of home appliances has reached a season of concentrated outbreaks. The frequent after-sales service of home appliances has not only caused customers to lose consumer confidence, but also cast a shadow over the development of the industry.
This makes people wonder: On the way people pursue a better life, only the physical hardware is upgraded without the guarantee of soft service. What is the escort for a better life?
There are indications that with the great development of Internet e-commerce, the networked demand for services has become prominent, but network service providers seem to be not ready to provide high-quality, efficient, standardized services. Obviously, the network is not a bad service provider. Extra-legal land. New technology, the advantages of new business development, urgently need to play an effect in the service sector.
Why is qualification becoming scarce?
Is it so difficult to give each product, every product, every specification, every situation, a reasonable price?
I am afraid, this is a problem that requires home appliance service providers, retail e-commerce platforms, search and life service platforms, and every home appliance service practitioner needs to ask questions.
In the air-conditioning maintenance trap exposed in recent days, the problem of garbled air conditioner remote control has evolved into a major outbreak of air conditioning repair service. In this incident, at least three problems were exposed by some service providers: First, business professionalism How to find, eliminate, judge the air conditioning problem, this is the embodiment of the true professional ability of the service providers. Secondly, the price is not standard and the fee is opaque. The same potential problem is different from the price of different service providers, and there are more than ten times difference. , lack of billing basis and standard description. Third, the issue of integrity, exaggerate simple problems into complex problems, and even turn no problems into a pile of problems, routines become illegal service providers to collect money tricks.
In this chaos, we are not all desperate, but also gratified - an air conditioner remote control garbled, Suning service engineers charge 50 yuan after normal troubleshooting. Clear price, no complicated problems, made There are other problems that are unwarranted.
Why does Suning become a seedling that can guarantee normal service? In fact, as an industry person, you should be happy, and people will feel sad. In the end, is the lack of integrity of the basic life service, or the inferior quality of our service system?
The problem is still at the root, the main problem is still in these companies themselves.
First, due to mode and strategic defects. The search platform is based on selling advertising to earn income as the core appeal, who will give more money to whom. The e-commerce platform blindly pursues high growth and high revenue, does not invest in services, does not build , only outsourcing. There is no mistake in outsourcing, there are also quality service contractors, but only the lack of systematic control of outsourcing will certainly not work.
At this point, Suning's approach is worth learning from the whole industry. In the past 30 years of development, one of Suning's core strategies is that 'service is Suning's only product'. Suning has transformed this strategy into a service network and talents. The construction of the team, currently Suning has a total of 5,500 self-operated and affiliated outlets, with nearly 50,000 service engineers.
Second, there is a gap in the productization and standardization of services. The uneven service providers still have the luck to make more money. This is the general status of the industry. Platform vendors have not been able to give standards and are effective. Full service monitoring.
It is also Suning, which standardizes the service items, and presents instructions in advance when serving. In the process, the mobile Internet system is used for tracking and supervision. In the future, the whole process of camera monitoring is not excluded.
(Suning air conditioning repair price list)
Who is escorting for a better life?
Suning left us with a model of service, but a Suning is not enough.
Every day, a city's public health, transportation, security, because there is a huge service system in the silent, and let everyone enjoy the peace of life. A family, if you lose the general good level of service security, have to say It is the sorrow of an era.
So, who is going to solve this problem?
Obviously, the integrity and self-discipline of service can't rely on only one individual, can't rely on only one enterprise, and can't rely on self-consciousness. Instead, we must build a system, a service upgrade system that matches the development of technology and consumption. Improve service awareness, build service capabilities, and improve service supervision. A society that advocates serving others with heart is bound to be an ideal society.
The author believes that the construction of a comprehensive service system is inseparable from several aspects:
First, the self-improvement of service providers and practitioners. The shortage of talents in the after-sales service sector, only by continuously improving the level of business services, changing the service concept, and keeping pace with the technological era, can we embark on a positive cycle of achieving reasonable income, rather than being lucky. Pursue the evil door.
Second, the enterprise attaches importance to investment. Only the enterprise integrates the service into the organic component of the operation to obtain income, and will not regard the after-sales service as the burden after the front-end sales. Only the enterprise will standardize the service construction and build a high-quality talent system. The quality assurance of the service can't be lost. Only through the enterprise system and the investment of science and technology can we avoid more human weaknesses.
Third, the construction and implementation of industry standards. Excellent corporate standards, can be adopted by many parties, comprehensively form industry standards, national standards, form norms and regulations, in order to avoid the arbitrariness and uncontrollability of different service providers. Suning can do in this regard Out of the table, you should also assume certain industry responsibilities.
Fourth, the construction of the supervision and accountability system. In many cases, the confusion of services, the lack of supervision and the cost of illegal activities are too low. If there is zero tolerance and huge fines for fraud in the regulatory system, even the lifetime standard is established. In and out of the system, there must be no service providers dare to chaos.
In the face of chaos, the exposure of the consumer rights sector, the media's crusade is obviously not enough. I hope more service providers and practitioners, Internet platforms, retail enterprises, and relevant departments can recognize the fundamentals, grasp the essence, and win this service war. Only in all corners of the social service system, we must continue to innovate and continuously improve, and the realization of a better life will not be far away.