How to enhance the Exchange service by the key electric supplier in market competition

"Tenkine South China Zhu Wei"

With the rise of the electric business, all kinds of problems follow. Among them, the exchange of goods is the most popular criticism, but this is an important issue to be solved. Return is a key to restricting the development of electric dealers, is a short board of the overall service. This is like a bucket, which determines the amount of water in this bucket is the short plate. How to solve the after-sale problem so that consumers ' satisfaction is a subject between the major electric companies.

After the After-sale maintenance relies on the manufacturer, expects the third party platform

Online shopping is different from the offline sales, from the consumer under the single start into the after-sales service link, so the after-sales service link in the online shopping in a crucial link, directly affecting the user's consumer experience and service evaluation. Relative to other platforms, in the past solid store strong after-sales service system under the support of Suning easy to buy three services to start the project, that is, the delivery of deferred compensation, refund delay compensation, rapid return of replacement payments. In addition to suning easy to buy, Gome online and other traditional channels to expand the electricity business, for most of the other electric companies, there is no large Entity store service system support, they can only rely on the home appliance manufacturers, because by virtue of their own strength can not afford to undertake all over the country's after-sales service.

Some netizens said, the net buys the electrical appliances to have the problem, the general procedure is first to find the dealer to solve, but in fact most circumstances are not realistic, inferior to find the factory sale later to be quicker. Who made the product who to pipe, in the network to buy home appliances channels, which seems to be the unspoken rules. But many consumers reflect, in the entity shop to buy goods, return goods, repair to find manufacturers to solve than from shop to buy more easy to solve. In addition, the online purchase of merchandise quality problems, the requirements of the maintenance process is very cumbersome, and not as in the physical store to buy the theory of sales staff, resulting in a lot of consumer complaints.

Electrical dealers generally do not have a professional after-sales maintenance team, sales and after-sales service disconnect, so the installation, maintenance slow, and even find people. For most of the electric business, there is no own after-sales service system will become a competitive weakness, a large number of electric dealers can not be like Gome, suning as the same set up a huge after-sales service system, at this time, the establishment of Third-party public service platform may be a better way out. And it is wasteful for every electric vendor to build such a service system. Therefore, the establishment of an open third party service platform will be the solution to the current electrical business after-sales service is a good way.

There is an urgent need to be able to provide consumers with all the intelligent electrical Appliances maintenance and troubleshooting service providers, and this can provide family product advisory services, should be an independent third-party service providers.

Exchange rate upgrade is critical

Although the large electric dealers in the self-built warehousing logistics, the next day Tatsu, the day has become the normal, "three to send", but returned goods and other after-sales service lag but seriously dragged the user experience of the hind legs. For the electric business enterprise, return goods always unspeakable quality. In the eyes of users, an annoying return process is enough to subvert any good impression they have of the business. After the sale of the return of goods to speed up, become the most urgent issue for the electrical business, but also the most easy to improve the user experience key points.

In accordance with the domestic number of major electrical network return steps, in the detailed application of returns, consumers just wait for the site to accept the application and door-to-door pick-up. But with the previous purchase of products, the same day the day of processing, the next day delivery compared to return goods door-to-door collection is often 35 days no movement.

Bowser net return process

Put the aftermarket in a prominent position

If in the electric dealer large-scale promotion period, the electricity merchant's logistics distribution team pays more attention to the distribution efficiency, but the large-scale promotion period is often the product appears the problem most time, the logistics distribution team for the overall efficiency, to need to collect the return the Exchange service to be able to province then the province. Some electric business enterprises in the promotional period even in order to reduce customer dissatisfaction, abandon promotional activities have entered the return process of some consumers, focus on coping with large-scale promotions. In the business and logistics, the demand for return of the consumer is only a small part of the estimated not even 10%, they will not fall out of favour of the 10% because of the 90%. In fact, this practice is completely undesirable, because the 90% inside will produce a part into that 10%. This will only lead to dissatisfied consumers more and more, forming a vicious circle. Therefore, be sure to put the aftermarket in a prominent position, not the other way around.

Large promotions Increase Headcount

Electric Business Enterprise Distribution Team distribution capacity is limited, in the face of large-scale promotions, often encounter the situation of manpower shortage, in order to solve this problem, electric business enterprises in the guarantee of day-to-day operation and distribution of the situation, and then recruit some of the distribution, a separate transfer of a part of the vehicle to return, can effectively solve the contradiction between a. It is a good idea to increase the number of people in large promotions. May have just begun, for the electric business enterprise is not good operation, but in the long run, the formation of benign habits.

Warehouse Management

Industry insiders said, in addition to the establishment of the corresponding distribution team, in response to the return of the electrical business enterprises also need to establish different warehouses, normal library, error library. The error library is then divided into warehouses, can be returned to the supplier of warehousing and direct scrap of storage, can also speed up the return of the overall flow of goods.

Set up a professional team

One of the crux of the logistics distribution is "prior signature" or "first sign after inspection"? With the promotion of the new national standard, consumers have gradually "prior to sign" awareness, but many consumers are often just for the appearance of a simple inspection, ignoring the actual function of the product test, and the distribution staff will also urge consumers to accept as soon as possible, will not let consumers spend a lot of time testing. This also caused the distribution of the front foot just left, consumers immediately followed the call to the sale of the request after the situation occurred.

in order to avoid the above situation, it is necessary to have a professional distribution team. Whether it is a self-built logistics team of electric business enterprises, or relying on third-party logistics business, can enhance the distribution of the relevant products of the professional knowledge training, the product performance has enough knowledge, in order to open the box to guide the inspection, or even to be able to install independently, the product problems can be dealt with in the first time, To achieve both business and consumer satisfaction. Taobao return process

Perfect return service is imperative

The electricity dealer price is low, the distribution is fast, this is its superiority. After-sales service slow, return is difficult to protect, this is its short plate. Therefore, how to deal with and improve also become the first problem that the electric business solves. On the one hand, the merchant itself to give enough attention to the software and hardware two aspects to upgrade. On the other hand, the courier industry should also do a good job distribution services, to strengthen product packaging to avoid breakage rate, due to the logistics of product breakage caused by the return of the replacement of logistics costs, even if no consumer commitment, back and forth time is too long, will also reduce customer satisfaction with the service. Logistics to become the key to the success or failure of the logistics of the various supporting services also need a greater upgrade to adapt to the development of the electrical business. If the courier industry can not keep up with the development of the electric business, then, will only promote the major electrical companies to build their own logistics system. This for the express industry, it is no doubt that their own to increase their opponents.