After-sale service number: 4000315315
Tel: 4000315315
With regard to the phenta, which was created in 1996 and focuses on the development and manufacture of high-end embedded kitchen appliances. There is now a smoker, gas stove, disinfectant cabinet, evaporation tank, microwave oven, oven, gas heater and sink dishwasher with eight embedded cooking product lines dedicated to providing people with unparalleledly high quality products and services, a healthy, environmentally friendly and culturally sound lifestyle and a more happy life for millions of families。
As a leading business in the cooking and electricity industry, fong tai's after-sale services have been well received in the industry. Today, the editor invited wang aeon, assistant director general of client services of the association's vice president, to talk about how he had been made to serve in good faith. Here are the interviews:
Why did fang put the service slogan in the service of the whole
Since its inception, fong has been focusing on high-end cooking and electricity, adhering to a “professional, high-end, responsible” strategic orientation. Services are the most direct way to display a brand height. It is therefore too early to begin consolidating the service system and creating a national service platform that seeks to break through the normative and security aspects of the industry. In 2011, companies further identified their brand as “china’s high-end cooks and power experts” and accordingly placed higher demands on their services, with after-sales services having not only a technical content but also a “cultural” dimension. Against this background, we have proposed a “services of truth” strategy, a culturally driven, holistic service system that advocates “timely, professionally, conscientiously” and emphasizes one word of truth. In this system, the source of the difference in the services of each other is the culture of enterprise “benevolentness, kindness, courtesy, wisdom, faith”, which is one of attitude and culture, of honesty, and the best picture of the other's culture of enterprise。
Since then, the concept of “good-faith service” has been pursued too strongly to strengthen the “high-end” brand positioning. In particular, the services are available before, during and after sale on the basis of the crm system and the national service hotline, with 71 service centres, over 1,300 service points, and over 4,000 professional service providers. Almost all service providers now speak of timeliness and professionalism, but without the support of brand culture such as “good faith”, which we believe can improve users' experience of service。
Now, what is fong tai's service concept
Fang is a business driven by mission vision values. Fang tai's vision is to become a great business. What kind of business is a great one? We believe that great businesses have four characteristics: customer comfort, employee well-being, social integrity and sustainability; and four new paradigms at the same time: a new five-minded brand model; a new staff home model; a new paradigm of social responsibility; and a new paradigm of excellence. Among them, the example of a five-hearted brand is one that is too committed to creating an unparalleled five-hearted user experience of “motivation, comfort, comfort” for users. This is both the quest for service and the fundamental “way” of the user's heart. Guided by the corporate culture at the heart of confucian culture, we have drawn up a set of service concepts that are too unique:
First, the “timely”, “professional” and “careful” approach is too good to serve, establishing the principle that “customers are always right, and they are moved as first standards”. To achieve that goal, we have done much to improve our services. In the software, awareness-raising and professionalism of service providers are regulated in detail, from entry-level service processes to standard communication with consumers, and a three-word set of “services” has been drawn up, providing a comprehensive explanation of service requirements and quality. The hardware is too well-prepared to have the largest call centre in the industry and the focus regional service centres are fully equipped with after-sale service vehicles. Minimize service response time and improve service efficiency. It's a good idea to take care of the users。
Second, we're committed to building an extraordinary user experience. The characteristics of the fong tai cooks type determine that the product experience is a seven-point product and a three-point installation. To that end, it has taken the lead nationwide in providing free pre-placed pipe services to users so that products are not available and services are available first. In addition, it has opened up exclusive green corridors for consumers. The issue of consumer complaints previously mediated by the business sector has been transformed into a solution that too directly communicates with consumers. Ensuring timely and rapid responses to consumer questions and enhancing user experience。
In the internet age, how does fang tai do after-sales service
The internet has changed the way people receive information and daily communication habits. In the face of this new situation, we need not only to provide clients with more humane products, but also to cater to changes in the habits and habits of users today, to integrate services more closely with the internet, especially mobile internet, and to make our services available to users at all times and everywhere. As a result, fang has made the following service breakthroughs:
First, to build deeper connectivity with users by extending the boundaries of services via mobile internet. More and more people now prefer mobile phones to deal with things, and in order to better adapt to the times and raise the level of customer service, we have created new official service channels such as qq, weibo, which have achieved “self-help” and “visibility” of services, as well as customer-level management。
Second, through the establishment of the o2o platform, full access to online and offline services is provided. In order for users to experience the most complete pre-sales service and the high-end lifestyle experience that it brings to them, fang has built the o2o platform for the first food and lifestyle-based family in the cooking and electricity industry, which also serves as a link to each other on a continuous basis。
In the age of the internet, modern household electricity services have actually gone beyond the concept of traditional services. From the product to the sale, to the sale, to the user's use of our product, the user experience is everywhere. In the future, we will remain committed to our service and will build a service experience for users that is “motivated, reassured, relieved, comforted”。
