What Constitutes Good Customer Service?

The customer service system is an important part of outstanding companies, especially sales service companies. It consists of a clear "customer service concept", relatively fixed customer service personnel, standardized customer service content and processes, and each link has relevant service quality standards requirements; customer-centric; to enhance corporate visibility, reputation, and customer loyalty A series of elements constituting the business activities of a company for the purpose.

Customer service system

Strengthen customer service from management mechanism

In order to strengthen the newspaper's own distribution network

The purpose of the customer service system is "the customer is always the first." Starting from the actual needs of the customers, it provides customers with truly valuable services and helps customers use the products better. It embodies the core service concept of "good customer service image, good technology, good customer relationship, and good brand." It requires the most professional service team to timely and comprehensively pay attention to each customer's service needs, and pass Provide extensive, comprehensive and fast service, so that customers experience ubiquitous satisfaction and trustworthy intimate feelings.

Expand customer complaint channels and encourage customer complaints

What kind of newspapers and periodicals do customers (readers) need, and what kind of services do customers (readers) hope that newspapers and periodicals can provide? Only customers (readers) have the most say, that is, only serving customers can help the newspapers and periodicals market to consolidate Enlargement. According to relevant survey statistics, most dissatisfied customers will not complain, and they only choose to silently replace the product in order to seek better service. On the other hand, all customer complaints have expectations and trust in the improvement of our distribution services. Therefore, we should respond with enthusiasm to no matter how discerning customers, and only rely on sophisticated services to win market.

Expand customer complaint channels as much as possible. Special departments or personnel should be set up to collect customer complaint opinions through various channels, use modern technical means to answer complaint calls, or call visits, set up complaint mailboxes, or open customer complaint columns on the website. Let customers make complaints or make suggestions and opinions through E-mail; for some important customers, they should also visit, or convene customer talks, or set up customer (reader) clubs. For the first time, customers can bring newspapers or publication services. Opinions on a greater degree of improvement should be given to customers (readers) to a certain degree of reward, and like the "Newspaper Award", it should provide incentives in terms of quotations and recommendations.

Establish a sound customer complaint handling process

The customer's (reader's) question was raised, whether it was resolved in a timely manner, and whether the customer (reader) was satisfied. Other than the responsible person, everyone else did not know. In this way, it would not be possible to receive a one-on-one sales effect. To solve this problem, we need to establish a complete customer complaint supervision and processing process:

Issue customer service center collects and records customer (reader) complaints, including the contact information of the complainant, the time of the complaint, the issue of the complaint, the object of the complaint, and the solution the client (reader) wants;

To judge whether the complaint is established, first sort the complaint and then transfer the corresponding complaint to the corresponding responsible department (Issue Station or Issuing Station), and instruct it to give a solution within the specified time and actually solve it. For unsubstantiated complaints, you need to respond to customers in a gentle way to eliminate misunderstandings;

The responsible department needs to find out the specific cause of the customer's complaint, and the person responsible for the customer's complaint, and hold them accountable; put forward the solution to the problem, report to the relevant leaders for approval, and actually solve the problem within the prescribed complaint processing time. For problems that cannot be resolved in the near future, it is necessary to give relevant commitments from customers and report the results to the customer complaint handling department or personnel;

The complaint handling department needs to track the entire processing process and collect further feedback from customers in a timely manner. For complaints that the customer is still not satisfied with the processing result, the relevant responsible department must be instructed to change the solution for further processing until the customer is really satisfied;

After the complaint has been handled, the complaint handling department needs to file the complaint handling plan, processing results and other materials for further summary and assessment. Responsible departments also need to file complaint processing data, analyze and summarize it, and use it as a reference for future research and management implementation.

Link customer complaints directly with performance and bonuses

The issue of newspapers and periodicals cannot take the issue of business volume as the sole indicator of assessment, but should treat the handling of customer complaints as one of the important indicators of employee performance assessment. For customer center or customer service on-duty managers, customer satisfaction can be directly used as the main indicator of their assessment; for the issuing business and management department, the evaluation of the complaint handling department and customer satisfaction should be used as the main assessment indicators at the same time, and the assessment results Directly linked to the bonus.

Therefore, in the process of business process reorganization of newspapers and periodicals, especially customer complaints, there must be systems, processes, quantifications, assessments, rewards and penalties, otherwise it is of little significance.

In short, we should focus on the big picture and start small. Do more research and implementation on the needs of customers (readers), and try to meet the changing needs of customers at any time in order to improve customer loyalty. Only when all conscious services become When it comes to unconscious service, the spring of customer relationship management for newspapers and magazines comes.