This year's electricity dealer price war

This year's electric dealer price war from March to August, after the last 5 months of the electricity price war, media coverage is not annoying, consumers are tired of listening. Day and Day price war, war to public opinion and consumers are numb, but price war and advertising war indeed for Suning easy to purchase brought a large number of users.

Suning Tesco will start on August 15 The three major service security projects, "delivery delay compensation", "refund delay payment", "quick return and replacement payment", as for this project to pay the strength of the interest can go to inquire about this, suning easy to buy really thoroughly "crazy", this is not in the electric business, but in the "desperate." The introduction of three services to ensure that the project is not finished, Suning is also in the Complaint Management link on the article, started the service first question accountability and limited-limit solution system. For consumers through the telephone, online customer service, micro-blog, mail, designated forums and other channels of service demands, will be arranged within three hours of processing completed. It is easy to say, it is difficult to do, at present there is no opinion of the electric business can do such after-sales service.

Do not talk about whether Suning can make a commitment, talk about the electrical business has been criticized for the after-sales service problem. After the sale of the issue, for consumers, after-sales service may be very simple things, I buy goods have problems selling business must be responsible for my shopping in the end. But to the electric business enterprise, the establishment consummation Post-sale service team's cost is very high, after the sale manpower cost, the logistics cost, the operation cost pays more than sells a new commodity.

After the sale of human costs, as the after-sales staff need to have a good quality and mentality, because many consumers will become angry because of the unpleasant shopping, after the sale of people need to have patience for consumers to solve problems, but also to bear the consumer's questioning, complaints and criticism. The training of After-sale team is not a matter of overnight, in addition to as the basic quality of after-sale personnel, a qualified after-sale personnel also have to understand the company's various rules of activity, in order to explain to consumers. But for Suning easy to buy, Jingdong mall such a big electric business enterprise customer service, understand all the rules of activity is not a simple matter. After the sale of customer service, not only need to undergo psychological and spiritual destruction, and the rise of career is also very difficult, so the general situation for after-sales service staff flow compared to the ordinary clerks of mobility, the most basic training of customer service team will need to pay a lot of manpower. In addition, customer service is on the one hand, the After-sale team also needs to deal with the problem from the consumer feedback and to solve the problem follow-up, so for the electrical business to set up after-sales service team is not a simple matter.

For Suning easy to buy, Jingdong mall such a large-scale electric business, the logistics cost is also very high after the sale. Now consumers in suning easy shopping is free shipping, a lot of small Tansunin easy to buy basically do not make money, even some single will lose money. They hope that the smooth completion of the order, once the return of goods, they need to come to pick up the goods, this part of the cost of the consumer is nothing, but for suning easy to buy this is the need for additional costs of logistics costs.

Not only that, the entire return of goods after the sale process, operating costs are very high. If there is a problem with the goods that the consumer buys, a lot of commodity problems need to be identified, consumers are certainly not willing to deliberately run out to identify the problem of goods, they identified a problem, the electrical business must be for consumers to solve, or light back to lose consumers, heavy will be waiting to be complained, exposure. Therefore, the identification of the cost of commodity issues also need to bear, while the electric business operators of millions of goods, most of the goods do not have the ability to identify, the General Electric operators only choose to send the goods to the manufacturers to identify maintenance. The process may take a long time, and this is a period of consumer torture. The final product or repair or change new capital needs to be shipped to consumers again free of charge, this is also the cost of logistics costs. Not only that, if the consumer to choose to return, the merchant also needs to carry out the process such as red invoice, which is also a certain operating costs.

Therefore, the establishment of a perfect after-sales service team cost is quite high, but also not overnight can be completed. The suning is not only the introduction of three major service security projects, but also launched a first-time after-sales responsibility system, limited to solve a series of supporting measures, but also plans to further increase the second half of 1000 customer service agents, strengthening 1000 cities and 5,000 distribution points and the construction of the Courier team, This is an easy to buy suning in the after-sales service upgrade on the severe test, but also the electrical business service to upgrade the signal, I do not know what the next move to Beijing east.

The service strategy of Suning's easy purchase will transfer the main battlefield of the electric business competition from price war to service war. Whether it is a price war or a service war, the benefits are consumers, the electricity business site only pain and happy.

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