升降机升降平台升降货梯

How to do lift after-sale service well–如何做好升降机售后服务

    升降机械售后服务的主要目的之一就是满足用户购买产品以后在维修、服务方面的要求。在这里客户的需求是其中的关键因素,及时的了解和把握客户的需求是我们做好升降机械售后服务工作的基础。实践证明,并不是我们只要及时的解决了客户服务及维修方面的问题就能达成100%的客户满意。在许多时候,我们即使非常及时的为客户处理了问题,客户的抱怨依然存在,造成这种情况的主要原因依然是多方面的,有的来自于维修、服务人员的服务态度,有的来自于解决问题的方式、方法,还有的只是因为客户当时的心情不是太好。其实这一切也都可以归入客户的需求方面,这涉及到客户在维修、服务之外的另一种需求,或是尊重、或是理解、或是交流的希望等等。总之,做好升降机售后服务工作不仅要求我们单纯解决客户产品存在的实际问题,有时候解决客户心理问题更显得重要。因此,我们的每一个维修、服务人员在掌握良好的维修、服务技能的同时,还要学会与客户沟通,与客户交朋友。只有这样我们的售后服务工作才可能走上更高的台阶。

    在升降机械市场激烈的竞争状态下,每一个品牌及每一个代理商都使出浑身解数吸引用户,以达成销售。向客户承诺是增加产品竞争能力的有效手段,如向客户承诺延长保修期;承诺向客户赠送配件或其他礼品;承诺客户终身免除工时费;承诺限时到达现场及限时完成服务等等。在现实的升降机械售后服务工作中,许多客户的抱怨来自于厂家或代理商向客户的承诺无法兑现,这就要求我们在对客户做出承诺时移动要考虑自己的实际情况,与自身实际情况及能力水平,相差甚远的承诺一定不能说出口,承诺出口则一定要保证言出必行!

One of the main purposes of the after-sale service of lifting machinery is to meet the requirements of maintenance and service after customers purchase products. Here the customer’s demand is the key factor, timely understanding and grasping the customer’s demand is the foundation for us to do a good job of lift machinery after-sale service. Practice has proved that we can achieve 100% customer satisfaction as long as we timely solve the problems of customer service and maintenance. In many cases, even just in time for the customer we deal with the problem, customer complaints are still there, still the main cause of this situation are various, some from the warranty and service personnel service attitude, some comes from the way and method to solve the problem, and just because the customer was not in a good mood at that time. In fact, all of these can be classified into the customer’s demand, which involves the customer’s other needs beyond maintenance and service, or respect, or understanding, or hope of communication. To sum up, it is not only necessary for us to solve the practical problems of customers’ products, but also sometimes it is more important to solve the psychological problems of customers. Therefore, each of our maintenance and service personnel should learn to communicate with customers and make friends with customers while mastering good maintenance and service skills. Only in this way can our after-sales service work go to a higher level.
In the fierce competition in the market of lifting machinery, every brand and every agent is doing all they can to attract users to achieve sales. Commitment to customers is an effective means to increase the competitiveness of products. Promise to present accessories or other gifts to customers; Promise that the customer will be exempt from labor costs for a lifetime; Promise to arrive on site on time and finish service on time. In the real lift machine after-sales service work, a lot of customer complaints from the manufacturer or agent unfulfilled promises to clients, this requests us in making a commitment to the customer when moving to consider their own actual situation, with their own actual situation and ability level, far promise must not speak, commitment to export, make sure your deeds!
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