I'm happy to serve you.
Second, the user service standards
Everything is to satisfy you.
Third, the user service work guide
Three do not miss: one does not miss the customer's phone number; Do not miss to solve customer problems; Follow up the results of problem handling, and there is no leakage.
Two musts: the service must be delivered in time as promised, and the service satisfaction rate must reach 100%.
Avoid: resolutely avoid users calling the same question for the second time.
Fourth, Skyworth ordinary CRT system color TV service commitment
1, the after-sales service of Skyworth color TV series products is strictly in accordance with national standards; The whole machine is guaranteed for one year and the main parts are guaranteed for three years.
100% on-site maintenance, on-site debugging as required, 100% after-sales return visit; 24-hour hotline consultation, 24-hour service in the city and surrounding areas
48-hour service in place, remote rural villages and towns telephone appointment door-to-door service.
2. For Skyworth TV that cannot be repaired locally, consumers or distribution units can inform our overseas customer service center that our company will go abroad.
The customer service center provides services or arranges for on-line maintenance after returning to the factory.
3, one of the following circumstances, does not belong to the scope of "three guarantees", but can charge for repair:
(a) consumers did not follow the instructions, resulting in damage due to improper use and storage;
(2) Dismantling and causing damage without maintenance by our overseas customer service personnel or personnel designated by special customer service stations;
(3) it belongs to the opportunity of price reduction;
(4) No three-guarantee certificate and valid invoice;
⑤ Damage caused by force majeure;
Verb (abbreviation for verb) door-to-door service "six ones"
A greeting: when you enter the door, a greeting is "Hello, is this Mr. (Ms.) X's home?" This is XX from Skyworth Group.
Service engineer, come to provide you with on-site service ",and say goodbye when you leave." I'm sorry for the trouble, and you are welcome at any time in the future if necessary. "
I'll contact
A pair of shoe covers: put on your own shoe cover when you give home service to users.
Wipes: On-site service, carry a rag with you for cleaning.
A pad cloth: The door-to-door service carries a pad cloth, which is used to keep the maintenance site clean and tidy and avoid damaging the user's furniture.
Card: Give the user a service card after the service is completed.
A Mei: After the service, thoroughly clean the inside and outside of the user's machine.
Six, door-to-door service "eight are not allowed"
Dining in the user's home is not allowed.
Smoking and drinking water are not allowed in the user's home.
Don't contradict users
Don't use the phone in the user's home.
No arbitrary charges
Don't go home after drinking.
No long hair
Don't say anything that damages Skyworth's image and reputation.
Interpretation of Service VI "Little Sun" Sign
Skyworth Service VI is based on the flexible cartoon shape of "Little Sun", based on the color system of Skyworth Group VI, and based on Skyworth's service concept of "customer, you are the president", Yang's visual identity is constructed.
1, the sun is a symbol of warmth and light.
2. Little Sun shows the enthusiasm, sincerity, selflessness and permanence of Skyworth's service.
3. With its compact and anthropomorphic performance, "Little Sun" not only retains the following meanings of the sun, but also completely avoids the exaggerated potential negative factors that are inconsistent with Skyworth's service purpose, such as scorching, self-centered and bright source of heaven and earth.
4. The combination of "Little Sun" VI and its extended modeling shows the service concept of Skyworth Group and is highly coordinated with the corporate philosophy of Skyworth Group.
In order to improve the service level and quality of Skyworth Group, in 2006, Skyworth launched the service concept of "I serve, you are happy" for the first time, instilling the happy service concept into every employee, effectively ensuring the after-sales service quality, thus driving the ideological revolution of the service industry; Secondly, Skyworth Group puts forward the work requirements of "three stresses and three innovations", promotes service work with "method, management and implementation", and evaluates performance with "new speed, new standards and new benefits" as the criterion; Finally, Skyworth has built a large number of basic service platforms, such as SMS platform, QQ maintenance service, mailbox maintenance service, website reservation, and national unified service hotline 95 10555. High standards and multi-angle management ensure the effectiveness and timeliness of Skyworth's service.
In 2006, according to the new market environment, consumer demand, laws and regulations and the actual needs of service work, Skyworth Group made major adjustments to the concept of quality service, and transformed it into a quality and emotional service concept of "I am happy to serve you", and realized the cultural movement of changing concepts and consciousness, which was fully launched in the national service system, and the initiative of service ensured the service quality. The concept of happy life has also been responded by our customers. The service concept of "I am happy to serve you" has injected positive factors into the construction of harmonious user relations and harmonious social relations.
Under the guidance of the concept of "Happy Service", Skyworth launched a series of service activities such as "Quality Service Month" and "Free Beauty Salon for TV in Rainy Season", and designated 2007 as "Service Year". The "Spring Breeze Plan" launched in April this year for flat-panel TVs can be regarded as a major event in Skyworth's service activities.
In April, 2007, Skyworth and other color TV enterprises issued a new service commitment: in addition to the implementation of the basic three guarantees for flat-panel TVs, such as product quality problems, the whole machine will be guaranteed to be returned within one year, returned within seven days and replaced within fifteen days, and the key parts of flat-panel TVs will be guaranteed for three years, providing free value-added services such as consultation, design and on-site installation to consumers. The "Spring Breeze Plan" is aimed at the weakness of foreign brands' services, and it has pulled back a game for domestic flat-panel TVs.
This series of service activities should benefit from Skyworth's excellent management and modern service basic platform. Skyworth's "Service Manual" clearly stipulates that maintenance engineers should carry shoe covers and rags with them when they come to service, so as to keep users' homes clean and avoid damaging users' furniture. After the service is completed, the inside and outside of the user's machine should be thoroughly cleaned. The establishment of SMS platform, QQ repair service, email repair service, website reservation and other platforms has improved the response time of Skyworth's first-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. It not only undertakes the telephone answering tasks of consumers all over the country, but also undertakes the functions of customer information collection, customer demand analysis, customer value analysis, customer demand satisfaction, customer return visit and so on. At the same time, it shoulders the functions of spare parts supply, technical support and online consultation, product information base and so on. And through the perfect information management system and office system, it maintains real-time dynamic information connection with Skyworth Group's powerful service network all over the country. This call center ensures that each user's requirements can be properly solved in the first time, thus realizing the one-stop service of "what the user wants and what the result is". Skyworth was awarded the title of "Top 30 Best Customer Service Centers in China" by China Information Association last year, and the call center played an important role.
Perfection of service work
First, Skyworth Group pays special attention to the construction of service concept. As early as 2000, Skyworth took the lead in putting forward the concept of "the customer is the president" and put the interests of users first. Under the guidance of this concept, all the work of the service system is centered on "providing customers with the best service", and a series of service activities such as "service heart to heart", "gold medal service project" and "three hundred percent" have been carried out successively, which has deepened Skyworth's service brand. In 2006, according to the new market environment, consumer demand, laws and regulations, and the actual needs of service work, Skyworth Group made a major adjustment to the service concept of "I serve you happily" with quality and emotion as the core, and realized the cultural movement of changing concepts and consciousness, which was fully launched in the national service system. The initiative of service ensures the quality of service. The concept of happy life has also been responded by our customers. The service concept of "I am happy to serve you" has injected positive factors into the construction of harmonious user relations and harmonious social relations.
Second, while perfecting the service concept and studying the service consciousness, the hardware equipment of the service is also constantly upgrading. In 2003, Skyworth Group's CRM information service system was fully launched, and the 95 105555 unified calling platform covering the whole country was officially opened, which marked that Skyworth Group's services entered the stage of informationization and standardization. In 2005, with the rapid growth of the flat-panel TV market, Skyworth Group quickly decided to set up a VIP flat-panel service team and put forward the service standard of "three advantages and three rights". The service of flat-panel TV has become the service benchmark of the industry. The upgrade of Skyworth's service system has played a very positive role in promoting the development of the industry, and also brought many peers to visit and learn. We are also deeply gratified.
Thirdly, in the process of service, we find that users' needs are gradually diversified, and the requirements for products and services are getting higher and higher, which also urges us to form advantages and increase competitiveness only by improving the professional level of service. Only in this way can we better serve users and service marketing, and also make us realize that it is very necessary to establish the marketing advantage of product and service brand integration. To this end, we first launched the "4S Service Center" in the service terminal, which is a brand-new service application mode integrating product display, product sales, product after-sales service and accessories sales and supply, providing consumers with a brand-new choice to enjoy perfect service. At present, Skyworth has established more than 20 4S service centers in China, and we will further push this service model to the secondary and tertiary markets, so that more users can enjoy Skyworth's quality services. The 4S service center initiated by Skyworth should have aroused great repercussions in the industry, which also shows that there are not many innovation breakthroughs in our entire electronic product industry, and Skyworth is willing to make more attempts and accumulate experience for the development and progress of the industry. While constantly striving to improve service capabilities, it has also won the recognition and honor of users, and won many honors such as "Customer Satisfaction Unit", "National Best Service Center for After-sales Service", "National Best Customer Call Center" and "Best Service Contribution Award".