The trend of the wallpaper industry service after-sales competition

Due to the relatively low threshold of China's wallpaper industry, it has caused a mixed phenomenon. Some dealers are not loyal to the brand they represent, and the after-sales service provided is not qualified. And manufacturers often do not have the ability to complete remote services, coupled with the after-sales service of wallpaper products has a strong comprehensive, involving production, logistics, construction and acceptance, and so on, so after-sales disputes occur frequently.

After-sales service is a continuation of sales, and is as important as the quality and reputation of the products. In some ways, the added value of the brand brought by after-sales service even exceeds the product itself.

After-sales service status wallpaper product service is difficult

As a downstream industry, including the wallpaper, the home furnishing industry has experienced rapid development for more than 20 years. From the competition around product quality and price, it gradually evolved into the competition of service level, especially after-sales service. In recent years, many companies have also produced distinctive slogans such as advance payment, final payment, free return within 30 days, and free testing. Even so, after-sales service still provokes the sensitive nerves of the merchants, and also makes some consumers who suffer from after-sales problems complain.

According to industry insiders, the complex nature of after-sales service for wallpaper products is the reason for the continuous after-sales disputes. Due to the special nature of the after-sales service of the wallpaper, all the links in the middle have put forward higher requirements. At the same time, because wallpaper products are used as large and durable consumer goods, it often takes a long time to expose their problems, so their after-sales service has a long-term continuity in time.

In addition, due to the constraints of product inventory, construction staff and other factors, wallpaper after-sales service is often not once and for all, the need for business services has multiple times. Moreover, due to the low standardization of the wallpaper industry, the overall quality of the practitioners needs to be improved, which is one of the reasons that restrict the improvement of wallpaper after-sales service.

Agent lacks responsibility

According to the latest data released by the China Consumers Association, the number of complaints in the home industry is at the forefront, and there are countless after-sales complaints received by major supermarkets and manufacturers.

On the one hand, the voice of consumers for after-sales service has come and gone, on the other hand, the performance of the business is not satisfactory. Many consumers have reported that the after-sales service phone announced on the contract or on the company's website is ineffective, either after the call is not answered, or the attitude of the answering staff is bad, and the two faces are sold before and after the sale. Even if it provides after-sales service, it will be delayed in time, short ten days, long months. Even if the door-to-door service is finally completed, it is difficult to guarantee a problem at one time. The long-term tug-of-war will make consumers feel at ease.

Some insiders said that some small manufacturers in the wallpaper industry did not have enough understanding of after-sales service, and did not systematically train employees, resulting in low satisfaction of consumers after-sales service. Wallpaper companies should not regard after-sales service as a hot potato. Only face the product problem, check all the links to find the crux of the problem, and provide solutions that satisfy consumers. This will enhance the brand's reputation and win the consumer-to-business. Respect and recognition to achieve a win-win result.

Corporate service awareness is not in place

As the saying goes, "Customer is God", in the face of "God" dissatisfaction, wallpaper companies often have different reasons. In the existing market environment, it seems somewhat difficult to make a qualitative leap in the quality of wallpaper after-sales service: on the one hand, there is no standard to constrain the actions of merchants, and on the other hand, consumer awareness of rights protection is weak. Both of these are difficult to control operations.

The service of the wallpaper industry is a complicated and trivial process involving a very wide range. To improve service quality, the key is to start from within the enterprise, and the company can achieve it through management, product quality and standardized services. The fundamental solution to the problem is to improve the service awareness of the company. For enterprises, it is necessary to establish a complete service system, and systematically train practitioners to cultivate the service awareness of practitioners, thereby improving the service capabilities of enterprises.

It is imminent to do good after-sales service

At present, due to the development of China's wallpaper industry, the price war of wallpaper has already been opened, and it has become a trend of white heat. More and more sensible businesses have realized that the traditional price war can only harm their own interests. In order to occupy a place in the increasingly competitive wallpaper market, after-sales service is a link that cannot be ignored. So, how should companies do after-sales service?

1. Enterprises should choose high-quality personnel to take responsibility for after-sales service and seriously solve the problems encountered by consumers.

2. The after-sales service department should become one of the core departments of the company. The senior leaders of the enterprise must personally grasp and truly lead the management of the after-sales service department.

3. Enterprises must establish standardized after-sales service responsibilities, must be supervised in place, implement responsibilities, and implement rewards and punishments. Leaders of post-sales supervisors of enterprises should visit consumers frequently and listen to consumers' suggestions and opinions on the after-sales department.

4. For problems reflected by consumers, it is necessary to solve the problem in a limited time, and solve the problem with one call. It is necessary to implement the first-inquiry responsibility system: all after-sales personnel who receive consumers should be inserted in the end until the consumer problem is solved and the consumer is satisfied.

5. The after-sales service department should be passive and take the initiative to solve the problems in the company's products and services, and actively solve the problems for consumers. Even if the consumers do not find any problems, the after-sales service department should take the initiative to inform the consumers. And actively solve problems for consumers. For example, some products with quality hazards should be recalled actively.

6. Enterprises should regularly organize training and assessment of personnel in the after-sales service department to continuously improve the level and quality of after-sales service.

When the staff is working, they should start from the following aspects:

1. Good communication skills

Staff should be more attentive and learn to communicate with buyers. In the after-sales service, there are often some problems that are extremely difficult to deal with. The staff should consider the problem from the perspective of the consumer. The prerequisite for others to understand is to be considerate of each other.

Thank you for your complaint. The customer complains to the company, so that the company has the opportunity to know the problems in the after-sales service and improve it in the future work.

2. Determine the facts

The principle of staff handling consumer complaints is: stand on an objective standpoint and find out the cause of the problem, whether it is a human cause or a product problem, and properly handle it.

3. Handling in time

Some customer complaints are emotional dissatisfaction, but due to the company's attention and sympathy, the customer's dissatisfaction will be fully vented, and the difficult problems or complaints can be satisfactorily resolved; for the real quality problems, the construction personnel should be arranged in time to solve the problem. Delayed processing can lead to consumer dissatisfaction.

Good after-sales service makes it easier for corporate brands to be word-of-mouth among consumers, and brand benefits are increasingly prominent. Wallpaper companies must provide a full range of technical support and consulting services for the entire process of design, measurement, delivery, installation, maintenance and maintenance. Only through strict management, quality assurance, and providing quality services can the products produced by the company truly become products that consumers can trust, and can play a role in boosting the brand building of the enterprise. This is also the foundation of business survival.