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一个企业,产品销售出去之后,虽然利润已经实现,但作为一个成功的企业家,工作还远远没有结束。对购买产品的用户,售后服务的好坏,周到与否,能不能使用户满意,是企业成败的关键。下面就如何加强售后服务,提高服务水平等问题,谈几点初浅看法。 一、确定用户的服务组合。即确定应该向用户提供哪些服务,以及各项服务对用户的重要性程度。因为,不同的用户有不同的服务要求,并且各项服务对用户的作用也不同。一般而言,工业产品的售后服务包括安装、试调、操作试验、工艺过程的继续研究和改进,用户培训、技术咨询、另部件的及时供应和提供,新产品发展动态等;耐用消费品的售后服务,主要包括使用展示、维修、技术咨询和备用件的及时提供等。
After a company sells its products, although the profits have been realized, as a successful entrepreneur, the work is far from over. For users who purchase products, the quality of after-sales service, thoughtful or not, can not satisfy the customer, is the key to the success of the company. The following discussion on how to strengthen after-sales service, improve service levels, and other points of view. First, determine the user’s service portfolio. That is, it is determined which services should be provided to users and the importance of each service to users. Because, different users have different service requirements, and each service has different roles for users. In general, the after-sales service for industrial products includes installation, trial adjustment, operation test, continuous research and improvement of the process, user training, technical consultation, timely supply and supply of other parts, development of new products, etc.; sales of durable consumer goods The services mainly include the use of exhibitions, maintenance, technical consultations, and timely provision of spare parts.