The origin of the difficult problem of home after-sales service
According to industry insiders, the complex characteristics of after-sales service for home products are the reason for the uneven after-sales. Wang Xiaobing, deputy general manager of decoration, pointed out that, first of all, home after-sales service is very comprehensive. Household consumption involves a wide range of aspects, from design and production, to logistics and distribution, installation and acceptance, and environmental coordination, all aspects of the after-sales service requirements are put forward. Secondly, household products, as large-scale durable consumer goods, do not expose problems quickly like fast-moving consumer goods such as clothing. They often take a long time to reflect their quality, so their after-sales service should be time-sustainable. In addition, due to constraints such as climate change and transportation road conditions, home after-sales service is often not once and for all, and requires multiple services from merchants. Ji Qing, deputy general manager of Lewu Home Furnishing, also said that the standardization of the furniture and building materials industry is low, and the overall quality of employees needs to be improved, which is also one of the reasons that restricts the improvement of home after-sales service. According to the latest data released by the China Consumers Association, in the past 2010, a total of 14,481 complaints were received for furniture products and services nationwide, and 16,381 were complaints for decorative materials, an increase of nearly 10,000 from 2009. Among them, furniture is among the top ten industries in total complaints. Under the Consumers Association, the number of after-sales complaints received by major stores and brand manufacturers is not countable. On the one hand, consumers' calls for after-sales services are rising one after another. On the other hand, the performance of merchants is unsatisfactory. Many consumers report that the after-sales service call displayed on the contract or on the manufacturer's official website is virtually useless. Either no one answers after dialing, or the post-sales staff has a bad attitude, "two faces before and after sale." The time for providing after-sales service solutions is also delayed, ranging from a few days to a few months. Even if the door-to-door service is ultimately available, it is difficult to guarantee a one-time solution to the problem, and the long tug-of-war battle has left consumers feeling exhausted. Yin Yuxin, deputy general manager of Oriental Home Furnishing Plaza, said that some small manufacturers in the industry did not have enough knowledge about after-sales service, and did not systematically train employees, resulting in low consumer satisfaction with after-sales service. Wang Jianguo, general manager of Federal Furniture Beijing, said that home furnishing companies should not treat after-sales service as a hot potato, nor should they be afraid of after-sales complaints. Only face the after-sales complaints, and strictly investigate all links to find the crux of the problem, and provide a solution that satisfies consumers. This may not only not damage the reputation of the brand, but also win consumers ’respect and recognition for the enterprise and achieve a win-win situation. effect. Stainless Steel Tea Strainer,Teapot With Strainer,Loose Leaf Tea Strainer,Plastic Tea Strainer YANGJIANG VOSSEN INDUSTRY AND TRADE CO.,LTD , https://www.cnvossen.com
As the home furnishing industry downstream of real estate, it has experienced rapid development for more than two decades. The competition around product quality and price has gradually evolved into service levels, especially after-sales service. Over the years, merchants have established distinctive slogans such as advance payment, balance payment, free return within 30 days, and free testing. Even so, after-sales service still stirs up the sensitive nerves of merchants, and also makes some consumers who suffer from after-sales problems complain.
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