怎样做好售后服务（How to do after-sales service）.doc

怎样做好售后服务（How to do after-sales service） How to do after-sales service? How to do a good after-sales service? 1., a good attitude, tolerance, patience 2., honesty, say it 3. good knowledge 4., the premise of limited technology (providing additional services, compensation technical defects) 5. establish customer files (category ABC) 6., meet customer problems (solve problems, be fully responsible) 7. customer requirements: 1) be concerned about, or have a sense of loss 2) customer requests are listened to (difficulties, problems) 3) customers require our services to be professional 4) respond quickly to customers concerns 8., actively contact customers, do not let customers find you 9. establish the customer file (category ABC), the reason for the purchase, my commitment at the time, my present and my case Table, flow, satisfaction with a product or service. (ask AB customers to introduce new customers to you) 10, human services, a center, customer background, two basic points, emotional line, win in detail (a small gift in each case), customers will compare the service to him 11., to solve the product quality problems: 1., timeliness (feedback) 2., professional 3., attitude to tolerance and tolerance, 4., guide customers, how to solve problems The 12. solution service problems: 1. to solve the problem of customer service process records in table 2. the courage to take responsibility, not shirk responsibility. (in person or letter form) 12., sum up experience and lessons 13. cards 14., professional, personalized, good attitude Current status of aftermarket service in lubricating oil industry in China Companies to develop customer service service system, and the corresponding system, so the implementation of these regulations is a key factor, people, customer service staff is service providers, their quality, knowledge, personality and so on will affect the quality of the service process, service is a need for knowledge and skills of interaction the process, comprehens