The development of a brand cannot be separated from after-sales. Whether it is a well-known brand like Apple or Samsung, or a small and micro enterprise, after-sales is crucial. Lighting products are more important after-sales because of problems such as damage and installation. However, how to make the after-sales good and not let the after-sales become the negative energy of the brand, this seems to be a lot of people, and the methods are different, but ultimately it is inseparable from the enterprise's attention, and make corresponding after-sales service plans for their own products. As the manager of the Group's lighting and after-sales department, I have my own unique views on the after-sales of lighting products. I hope that my views will inspire my peers and cause everyone to use the after-sales as the brand's positive energy. In this way, both the brand and the manager will benefit a lot. The author believes that after-sales is related to the success or failure of a brand. Generally speaking, it is good to measure whether a brand is good or not. It mainly depends on product quality, price and after-sales. After-sales is done well, directly affecting the reputation and reputation of a brand. First, after-sales affects customers' confidence in a brand. If a brand cannot be sold well, customers will lose confidence and will naturally lose. Secondly, there are often a large number of after-sales enterprises, which are bound to be problems in the relevant links. Moreover, such problems often occur and are not eliminated. This is because the enterprises do not pay attention to the problems from the after-sales. Therefore, such brands are brands that are dragged down after sale. It is difficult to have greater development. Qunfujia Lighting has started from the reality and accumulated some experience in the after-sales department. It may be shared with the industry: One of the characteristics of Qufufu Lighting is to establish a special after-sales department and be responsible by the commissioner. This will eliminate the traditional model of the sale by the store lady. There are many shortcomings in the industry's post-sales model. On the one hand, they are not proficient in products. They have not gone through the workshops. They often have poor pools when replenishing accessories. It is easy to cause back and forth, and the dealers are not satisfied. In addition, because the store lady has multiple roles, a lot of affairs, and the responsibility is unknown, it is easy to generate the phenomenon of the promotion committee, affecting the quality of after-sales service. —— Establish a special after-sales department, let the after-sales department in charge of the affairs, and be supervised by those who know the products who are proficient in the production process of the workshop, which will make the after-sales easier and more efficient. Secondly, on this basis, the post-sales information processing mechanism is established: when the after-sales department receives the after-sales information, it should sort it out, think about the reasons for the regular after-sales service, and feed back the reasons for development and Production departments, such as products that are easily damaged, change the material, or increase the thickness, or add more foam to package, or use wooden box packaging, etc., so that the sale is eliminated from the source, when this after-sales reduction is also in Customers pass on confidence. According to the experience of the group's lighting, the product will be added to the four-sided and six-sided test-down process, and the lamp will fall from the height of 1.2 meters. For damaged lamps, it is necessary to increase the testing intensity, so that the after-sales of damage can be basically reduced. Thirdly, it is necessary to establish a return visit mechanism after the sale, after completing the accessories or after completing other after-sales, tracking and returning the customers, and guiding the customers who do not install, etc., so that the whole after-sales comparison It's perfect. I mentioned in the article that the after-sales department composed of the specialists who are familiar with the products is responsible for the after-sales service, which is due to the professional attitude towards the after-sales concept. A very important area of ​​after-sales service is to deal with product problems. Although it is a problem, from another perspective, it is a good opportunity to improve the product and can be converted into the positive energy of the brand. In fact, the establishment of the after-sales professional department does not only serve the after-sales service. It is beneficial to the production and development, and is of great significance to the quality control of the entire brand. An important goal of Qufujia Lighting is to do “after-sales service without after-sales serviceâ€, which means that all problems are discovered and corrected through after-sales service, so that the problem is not repeated, so that it is getting closer to “post-retailâ€. In fact, after-sales is not just after-sales, after-sales is not just a tricky business, but a positive energy, the most important thing is to see how to face, whether to establish relevant mechanisms and put into action. In short, do not sell after-sales, use the business or marketing ideas to make the incremental after-sales, it can reflect the value of after-sales service, you will feel more meaningful!
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