Before entering the company as a sales service staff, I have been engaged in air separation equipment maintenance, usually with a variety of air separation equipment to deal with, to ensure the normal operation of various equipment, so I face every day is a variety of cold machines But as long as they work properly, I am very happy. And now as a service staff, although still based on maintenance, but more often have to deal with customers. How can we become a qualified after-sales service staff? How can the customer be satisfied with the company's after-sales service? This is the question I have been thinking about. After two years of after-sales service work, I put in the work of some of the experience and experience in this to communicate with you.

Valves as a special kind of industrial products, widely used in national economy and national defense construction departments. Because of its professionalism and importance makes the valve manufacturers after-sales service personnel need to have more expertise:

1, to understand the implementation of national standards, familiar with the commonly used standard number, the main terms.

2, to understand the sealing performance of various types of valves, regulating performance, functional requirements, performance, liquidity, strength requirements and structural characteristics.

3, familiar with the correct operation of various types of valves and sealing structure.

4, to understand the use of various types of valve components of the material properties and processing technology.

5, in addition to the familiar with the product, but also to understand the valve in the equipment position, role and process design.

With the above basic knowledge is just a valve after the start of the work of the staff, the next work we are directly facing the customer, how good communication with the customer? How to help customers solve the problems in the use of the valve, this is the focus of the task after-sales service:

1, listen carefully to the customer's complaints, patience to answer customer's questions.

2, to understand the type of customer use the valve to understand the status of the valve failure and on-site conditions.

3, the analysis of customer use process to determine whether the valve meets the functional requirements.

4, correctly identify the cause of the valve failure, according to the corresponding process to deal with the product. For the convenience of customers, customers as far as possible under the guidance of product maintenance.

5, make full use of on-site resources, improve work efficiency, reduce service costs.

After the sale of the problem, the customer will inevitably be some irritability, after all, this is also a trouble for customers, this time we should try to appease the customer's emotions, because usually we can not immediately rushed to the scene, do not understand the situation, We guide our customers from a professional point of view to help us understand the situation in order to accurately analyze the cause of the problem and formulate a solution.

In more than two years of after-sales work, I met a lot of customers complain about this or that product problems. Through communication with customers, basically able to timely and effective to help customers solve the problem. But often we also know that the problem is not a product quality problems, but in the course of the use of some misuse of the valve caused by damage to the valve, and many times the customer does not understand the valve, he said to you, "use Damage caused by "it is difficult to understand, so I personally think that" grant people to fish, as delegate to fishing ", the correct operation of the customer, the use and maintenance of the valve is the fundamental solution to the problem.

After-sales service is a marketing the final process, but also the beginning of remarketing, it is a long process, but also with the sales of customers to visit, understand the customer's use of the product, this constitutes a complete after-sales service. In addition, as the company's external window, after-sales but also take on the understanding of market trends, analysis of product dynamic responsibility for technology and production to improve the basis for providing products.

Finally, to borrow the company's leadership of the sentence: "after-sales service is on behalf of the interests of customers to monitor the company's products, win customer satisfaction is to win the interests of the company." In this regard, good after-sales service work,

Sichuan Province Jianyang City Chuanli machinery manufacturing limited liability company

Marketing Department after sale: Deng Gang

2015.12.30