The service has been shuaikang walk in the forefront of the domestic kitchen industry, is committed to providing users with excellent after-sales service, the service system since shuaikang completed three major upgrade: 2001 first open 800 toll free service hotline, established a headquarters-based CTI technical call center; 2006 invested fully introduce CRM customer relationship management system, kitchen and bathroom industry's first service information enterprises and thus was born; to compensate for 800 hotline on call to geographical, Dial Terminal, as well as the local service response inadequate, 2008 on both customer service system, set up a standard for the upgrade, a comprehensive upgrade service system that will upgrade to 400 800.
In 2009, the existing service shuaikang hardware and services, by conducting an internal soft strength promoted reformation:
1. extension of the call center
After 10 months of rebuilding, build customer service number seats 100 's headquarters, at the same time on call center call center hardware upgrade, the full import audio system for all incoming calls out electricity do audio listening track work, improve call center customer service representatives of service management capability and services business.
2. perfect CRM system
To continuously improve user shuaikang product recognition, service satisfaction, shuaikang on the original system function module has been perfect, import the system return function modules, users of all shuaikang 1 on 1 phone service, each user of the service, satisfaction, strictly controlling the service process, constantly improving service levels. At the same time, a comprehensive upgrade system, launched the initiative service function, through the system setup to automatically generate the product matches the cleaning cycle, user product to clean the maintenance service cycle-time system automatically prompt customer service staff proactively phone remind users that have the service needs of the user may add services information instant passed to the nearest Service Center, Service Center receives service dispatching service, immediately after extended machine service life, improve product safety.
3. set up a training centre
2009 shuaikang Group invested to create covers 300 square meters of headquarters and installation and maintenance training model centre which in addition has the products, or one in a real environment on installation and maintenance base for training. Sample room involving smoke machine, stove, disinfection Cabinet, electric water heater, solar water heaters, water tank, water purifiers, etc shuaikang full range of products for a variety of installation methods, in accordance with real kitchen, washroom use environment, take the installation process transparent removable physical installation. The Centre was built to service staff of technical capabilities, enhanced service staff skills, make shuaikang service engineers become worthy of the kitchen and bathroom appliances omnipotent Service Manager, providing users with a one-stop service solution of kitchen and bathroom appliances.
4. optimize service network
To the end of 2009, shuaikang service network has exceeded 1000, service network throughout the country's major cities and towns. In perfect service network, while also enhancing service shuaikang network consolidation efforts exploring outsourcing model for professional services organisations, in order to strengthen headquarters on service network of direct regulatory capacity to continuously improve the level of service.
2010, service unlimited "shuaikang, love unlimited" service concept, will continue to strengthen the internal service level management, improve service quality of the service staff, perfect service process management, user generate more service value, and continuously improve user satisfaction.
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