"Four Focus" to improve customer service quality

In order to further improve the quality of customer service, since this year, the Sha City Bureau has adhered to the "four focus" and continuously improved customer satisfaction.

The first is to focus on data empowerment and improve customer profit. Give full play to the role of "data -driven", comprehensively grasp the resource, consumption structure, development potential of retail households in the jurisdiction, and use data analysis to accurately "portraits" of customers, and use various forms of online and offline to carry out business analysis, new product cultivation, consumer tracking Wait for personalized service guidance to improve customer profitability.

The second is to focus on service transformation and improve service efficiency. Adjust the marketing team's assessment orientation, optimize the operation process, change from the results of focusing on the results to focusing on the process, from passive slack visits to active mining needs and accurate effort. Scientific and reasonable use of various types of mobile platforms to promote visiting work, real -time tracking, accurate management and efficient evaluation.

The third is to focus on image maintenance and increase terminal value. Implement the "one household, one policy" terminal to build a development model, and follow up with modern terminal software and hardware maintenance to help customers dynamically manage the appearance of stores, product display, price label, informatization equipment, environmental elimination, etc. Customers develop the habit of consciously maintaining the store and enhance the overall image of the retail terminal.

The fourth is to focus on customer demands and improve customer experience. Guided by customer demands, through offline visits and online surveys, carefully collect retail customer opinions, suggestions and problems, timely grasp the real needs of customers, and help customers solve business problems. Formulate solutions, the crux of marketing service problems, clarify improvement measures and time limit, and ensure that customer satisfaction continues to increase.

(Zhou Fan Mei Yan)

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