In our life, we often see a lot of express delivery, many of which are skin care products or clothes purchased by girls, and so on. We often encounter the wrong version of the goods. We also often see the news on the Internet that businesses can threaten consumers to withdraw bad reviews and so on. The problem is that we don't properly deal with the after-sales problem! Product problems are inevitable, but after problems, the key is the attitude of manufacturers to deal with the problem. If it is handled well, the problem can turn into a good brand promotion opportunity. If it is not handled well, the manufacturer may lose not one customer, but hundreds or thousands of customers, and the problem of word-of-mouth?
How to deal with after sales service?
Customer first principle
The boss of a shop must keep in mind that the interests of customers are our pursuit. If we insist on maximizing the interests of customers, customers will trust the shop. Maximizing the interests of customers is applicable to any time, whether it's purchasing goods or dealing with problems. As long as we follow the maximization of the interests of customers, the shop will always be customer-centered, and all the things of customers will be solved smoothly, and it will never happen The two sides had the nerve to make a big deal. When customers have allergies and discomfort, the store and salesperson should listen to the customers' voice more, say more sympathetic words, and say more sorry. It will be easier to solve the problem after the customers' mood calms down. As a matter of fact, when the customers express their grievances, they will naturally calm down. After the customers have poured out their grievances, they may have nothing to do.
After sales tracking service
Within three days after the customer purchases the product, the service personnel must contact the customer and ask whether the customer is using the product and how he feels after using it. If the customer has not used the product, it is suggested that the customer use it as soon as possible, so as to shorten the psychological distance with the customer, ask whether the product is being used, whether there are unclear problems, and solve the problems encountered by the customer. The advantage of after-sales tracking service is that when customers have problems, they can know and solve them at the first time. There are many sensitive reactions of customers when using products, which have a lot to do with the method of using products and living habits. The function of telephone tracking is to find problems in time, solve problems, and solve problems that are unfavorable to the store in the bud. When the customer is about to run out of products, the store calls to inquire about the situation. The customer must feel very good and feel that the service of the store is in place. If the store is doing promotional activities at this time, the customer will not hesitate to participate. Just like the porcelain skin care products that Xiaobian bought at the beginning, I made six or seven phone calls to confirm the use of the products. This is my praise for their after-sales service!
Guide consumers to use products
After the transaction, we must demonstrate how to use it, and inform customers of the best time and method of skin care, because most customers do not understand the scientific skin care and standardized use of cosmetics. The way of use is related to the sense of use and the effect of use. The use of cream cosmetics has the cream method, the use of emulsion has the specification of emulsion, the use of essence has the essence of skills, the more professional cosmetics, the more obvious the effect will be, and the way of using it will be more professional. For example, when using firming toner and soft lotion, use the absorbent cotton on the face. It's a good feeling to gently wipe from the forehead to the cheek to the left and right sides of the chin. If you pour water into the palm of your hand, the effect of wiping with the index finger and middle finger of the other hand is slightly worse. Therefore, after-sales service should teach customers how to use, so as to avoid the hidden danger caused by improper use of products, and also make customers trust the store more.
After sales has always occupied a place in the process of product sales. No matter how well you sell the product in front of you, the fire in the rear is not the same disaster. Therefore, in order to sell the product better, you should wake up before and after sales, so that your product can go further