How to improve service satisfaction

In today's market environment where shopping malls are like battlefields, winning customers is undoubtedly a crucial link. In addition to following the rules under market operation conditions, such as general market principles such as honest management, there is also a criterion to improve customer satisfaction, which is directly proportional to the development of an enterprise. It is often heard in enterprises to improve customer satisfaction, so how to improve satisfaction is improvement?

Whether customers are satisfied or not depends on their psychological feelings after comparing their service needs (or service expectations) with the services actually provided by tobacco companies. If the actual service exceeds the customer's demand or expectation for service, the customer will be satisfied; On the contrary, it won't. Satisfaction refers to the degree of satisfaction. From the perspective of tobacco companies, customer satisfaction is a set of customer-oriented indicators used by tobacco companies to evaluate and improve their performance, which represents the actual and expected overall evaluation of all purchasing and consumption experiences of tobacco companies in the market they serve. If you don't know what customer satisfaction is, then there is no way to improve customer satisfaction. After defining the concept, it reflects two problems that seriously affect customer satisfaction. What are we missing?

Question 1: the sales method of expensive cigarettes has been mentioned. White sand, soft treasure, is a kind of cigarette that sells well. Later, it withdrew from the market. At that time, customers couldn't accept it at once, and there was a sales gap in the structure and grade of 30 yuan. As soon as Guiyan (Colorful) went public, it took the form of fixed-point delivery. Although it fills a temporary gap and sells well, it has caused dissatisfaction among customers who can't sell it. As one of the ways for manufacturers to cultivate brands, the form of fixed-point distribution is understandable to customers, but we should also pay attention to certain timeliness, otherwise it will have the opposite effect. The customer is rebellious, and the fixed-point delivery time is too long. After the trial period, consumers will not put them all in as new cigarettes before buying them, and most customers will not buy them if they lose sales opportunities. This is the best precedent for Dahongying's fixed-point launch. New varieties of Dahongying are often put on the market at fixed points. This brand cultivation method needs to grasp a degree, and it will be counterproductive if it exceeds this degree.

The crux of the problem: the effective way of brand cultivation has always been a problem to be discussed. By buying and smoking cigarettes of a certain brand, consumers get certain satisfaction in function and spirit, and then form a unique internal impression and the sum of knowledge in their hearts. Brand cultivation has made consumers' "inner impression and understanding" continuously transmitted and strengthened, and finally formed buying behavior. The cultivated brand is for all consumers, not for some groups. however

Question 2: All Hard Lion has been out of stock for more than two weeks. The customer has been asking when it will arrive. On Tuesday of the third week, a limited number of 5 pieces were finally put into Shengzhou market. The customer was excited and thought that although the quantity was small, it was finally available and could be rescued. Unexpectedly, the number of customers who placed orders on Wednesday was limited. In the morning, it was changed to 3 pieces, then to 1 piece, and then to parts. It's not that this customer is arranged in different areas. This is really unfair to those customers who are out of stock. The customer's anger reflects that the account manager has not set the quota correctly. Why do you set it to 5 when you know that the inventory of the previous day is not enough? Can't it be set to 1? This is not suitable for everyone, more or less, but at least it won't feel uneven.

The crux of the problem: As the front line of service, account managers naturally have to face customer complaints at first, but they are also deeply wronged. Limited settings are beyond our control. We can only listen to customer complaints patiently and then do a good job of explanation. The failure to launch cigarettes in one round is due to insufficient supply, insufficient inventory and limited indicators of production enterprises, which leads to unsustainable production. The explanation plays a superficial role, which can temporarily calm the customer's complaints, but it stays in the customer's heart like a shadow, and will be lifted up by the customer to dry later. Is it really that difficult to quantify reasonably? This problem has existed since the reunification order of Shaoxing. Now that we know the crux, why can't we solve it effectively? Is there no reasonable solution, or is it not taken seriously at all and not really implemented?

Improving customer satisfaction is a cliche, which has been emphasized, not simply said. How to improve? The ultimate crux of the problem is the supply of products. Among the five factors that affect the satisfaction of account managers, the core product is put in the first place, which shows its importance. In the fierce competition market, we must do a good job in core products. With core products, customer satisfaction may not be very high, but if we don't do core products well, customer satisfaction will never appear. In short, in order to improve customer satisfaction, we should finally solve the problems they face from the customer's point of view, think about what they think and worry about, and solve the substantive problems of customers. This is the ultimate way to really improve customer satisfaction.