After-sales service
Patient listening
You should listen patiently to what the customer says from beginning to end.
Discuss more with customers
You might think 'I got it' and not want the other person to continue speaking. But please make sure to treat these repeated words as important and listen to them patiently until the end.
Understand the true meaning
During conversations with customers or while understanding and discussing countermeasures, you should listen carefully to discern the customer's true intentions and see what their complaints or dissatisfaction might be. If the customer you encounter may not express themselves particularly well or may stutter, you must be patient and allow them to articulate their issues, understanding the true meaning. It is important to express what is inconvenient to say or what they dare not say.
Guide customers to come up with solutions
If the vehicle issue cannot be resolved, you can also let the customer help you come up with solutions. When you sincerely serve and care for the customer, they will thank you and provide greater and better feedback, coming up with the best solutions to alleviate their concerns.
Establish corporate image through service
In a market where product homogeneity is increasingly serious, after-sales service has become an important territory for manufacturers and businesses to compete for consumer minds as part of marketing. Good after-sales service is the best promotion before the next sale, a primary way to enhance consumer satisfaction and loyalty, and an important means to establish corporate reputation and disseminate corporate image.
Enhance customer satisfaction
As a requirement raised by customers, the quality of after-sales service provided by manufacturers or businesses will be directly proportional to customer satisfaction. If after-sales service is done well and meets customer requirements, customer satisfaction will naturally increase; conversely, if after-sales service is poorly executed or not done at all, customer satisfaction will decrease, even leading to extreme dissatisfaction.
Customers who are satisfied usually continue to purchase products they are happy with and engage in positive word-of-mouth promotion, which plays a strong role in increasing market share and brand reputation. If customers are dissatisfied with the service, empirical research shows that 96% of consumers who encounter inadequate service will not complain, but 90% of dissatisfied consumers will not purchase that company's products and services again, or will share their experiences with at least 9 other people. 13% of consumers who have had a negative experience will tell their experience to more than 20 people.
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