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Sewing equipment industry to actively respond to after
A multi-level full-service network paving
"System" after-sales service network coverage than required companies selling their products outside the scope of more than 70%, also called enterprise service network in self-built after-sales service network and the commission established by the ratio between service network more than 30%. Consider the following scenario: When the clothing apparel companies are rushing against time, suddenly appeared in the production machine fails, more annoying, the sewing machine or agents send the service technician has yet to appear, not just the loss of customers, sewing corporate reputation will plummet. Needless to say, after-sales service network in the urban areas directly affects the intensity of their after-sales technical speed and quality of service. However, domestic sewing machinery industry is more dependent on service agents to complete, the number of outlets is not entirely controlled by the manufacturers themselves, to meet system requirements in a short time the ratio is not easy.
In this regard, the gem Group provides a more useful example of the experience of gems: full-service to make up for lack of a direct network. The company's service four main areas: first, the machine repair garment factory workers, generally have a certain size have their own garment factory machinery and equipment maintenance staff, a number of machines to solve small problems are their own, precious stones responsible for the training; 2 Headquarters overseas after-sales staff, usually a province of 1-2, they generally are long out of, for sale throughout the provinces; third dealer after-sales service team, is the main service power, the general Dealers have their own companies, they are mainly two groups of staff, one member of his sales, there is a mechanic, is responsible for after-sales service, dealer service is timely, in general, stones are not in direct nature arise, manufacturers are buying machines to dealers, if the machine running problem, but also the first to the distributor, sent by the dealer to solve the problem, if the dealer can not afford to address, will find gems of overseas service staff to help resolve, of course, if you still can not solve, the Gem Group Headquarters will send high-level experts; 4 is a gem expert service headquarters, who are generally senior engineer technical department, but also overseas returning officers, of course, an overseas expert.
Second, the value of value-added services to fight war, to achieve "competing"
"System" to introduce a points system, that is, sales and service business through the survey will be taken, telephone surveys, customer Interrupted rate and other forms of enterprises, and through expert assessment score is 100 points, 70 points into compliance.
Domestic sewing enterprises, the garment enterprises is in the scoring system, customers will have a decisive voice in how to earn their respect and trust, essential in the new situation. Domestic sewing enterprise marketing concept must be changed first, relying solely on price factors aside to seize the market, from the "single-winning" to "win" ultimately "competing." Now, like red beans, Youngor, Firs and other large apparel companies to negotiate the procurement of sewing equipment, first with the dealer, the manufacturer of the equipment on the long-term supply of spare parts and prices; followed on the best provide after-sales service programs; the last is the equipment involved in the brand and price. With the growing maturity of garment enterprises purchasing experience, and even that is to eat a cutting one-intellectual, business machines malfunction occurs very important to see the timely solution, but in practical work, less than the market price, but the service with no even solve the case on the common, often hear similar remorse and customer complaints.
Secondly, to provide customers with value-added services to meet customer needs, to protect the interests of customers. Have a high standard of professional technical team can provide customers with worry-free after-sales technical support, is the sewing machine companies do a good job the minimum service requirements. Joint enterprise of Technology Services organization each quarter crack to participate in major re-sale activities, active approach to understand the use of customer satisfaction on the machine, in case of difficult problems to be targeted site address; help customers search for existing machines, "by consumption efficiency "solution, while providing technical support for customers on the basis of free training for clients annually, transmission technicians. This is the real solution to our customers worry about buying the machine.
3, details of the service, details of the innovation is the development trend of after-sales service
"System" called attention after the consumer shopping "three guarantees" service and complaints to solve the problem; required rate of enterprise products shall not exceed 10% of complaints, and complaint resolution rate of not less than 90% of enterprise sales and service requirements necessary to establish clear The service targets and complete after-sales service regulations, also requires companies to maintain a good product replacing system can guarantee that customers quickly and easily returned product.
Sale commitments, cash sale, which in fact is the basic business requirements, but not all businesses can do, and therefore on the service of disputes arising. Sewing equipment industry is a high-tech industries, so that has some special service, when the number of core machinery problems, sometimes even on their own technical personnel can not resolve, but in any event, once the factory to the customer commitment, we must find ways to complete one, it is not just a question of attitude. The proper treatment of customer complaints, and in the shortest time to resolve these complaints, is to increase customer satisfaction, customers keep returning again be the key. A survey showed that: 54% -70% of customer complaints, if the complaint is resolved, they will once again do business with the company; if customers are quickly resolved, the number will rise to 95%. Can be seen reflected in the timely processing of customer problems, can greatly enhance customer loyalty to enterprises to enhance their market competitiveness.
Clothes up in Wenzhou's 100 company has recently launched the first sewing machine warranty card commitment system, its purpose is to fulfill the promise of sale to the customer's warranty promises to allow customers to truly feel "at ease and comfortable used" this pledge. Be a hypothesis, clothing enterprises in the machine broke down after a telephone call to his sewing machine company's technical services department immediately, there were warm, professional service for them to handle the Miss maintenance; Further, manufacturers may, as appropriate to Customer return or replacement, which the customer would be a kind of surprise. The integrity of business will therefore be a plus.
In the new situation, the details of the services and details of the service innovation is the development trend of the future. Details of the service embodies the humane care and respect, details of the innovation reflected in the friendly and meet the demand. In this regard, the experience of existing Unfortunately, not many Kam, sewing equipment industry needs to actively learn from other industries, particularly transnational corporations valuable experience, combined with the characteristics of the industry to improve.
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