Peng Yunwei, the home of the people: choose to provide perfect service

Peng Yunwei, Marketing Director of Shenzhen People's Home Furniture Co., Ltd.

“In 2012, in order to enhance the brand's popularity and height, we will strengthen the investment in the customer service department and enhance the confidence of the terminal consumer market for seagulls,” said Peng Yunwei.

The Customer Service Department of the People's Homeland was established this year, including the after-sales service department and the network promotion department. The after-sales service department mainly provides services for dealers, and the network promotion department is responsible for the brand promotion of Seagull and Zengchuang.

“After the terminal dealer asks the problem, the after-sales service department of the people’s home will reply to the terminal dealer within 24 hours, complete the after-sales service within 7 days, and solve the problem 100%,” said Peng Yunwei, taking the product quality problem as an example, the dealer provides After the picture illustrates the problem, the after-sales service department will reply within 24 hours and unconditionally replenish the goods within one week.

In addition to improving the quality of after-sales service, the people's homes have also shortened the production cycle. “Distributors outside Guangdong Province generally believe that the delivery period of furniture companies in Shenzhen is too long, generally 15 days to 30 days. This year, the people’s homes will shorten the delivery period to 7 to 10 days.” Shorten the production cycle to make dealers The financial pressure has been alleviated, which is conducive to the turnover of dealers.

Nowadays, many furniture companies advocate flexible production. At present, the warehouse of the people's homes is set in Shenzhen, with an area of ​​18,000 square meters. The goods with good sales volume are guaranteed in stock; another new measure for the people's homes is to increase the supporting products. In 2012, the people The home garden cooperates with the manufacturers of two supporting products. The manufacturers provide the necessary products for the people's homes. The people's homes can not only manage the production and control quality more accurately, but also shorten the production cycle.

In addition, the people's homes also provide dealers with continuous training for guides to improve the professional knowledge and sales skills of dealers and shopping guides; when the store opens, the marketing department provides planning programs that allow the stores to complete months of operation over a period of time. Sales. At present, there are about 30 employees in the customer service department of the People's Home. Peng Yunwei said that with the growth of the performance, the customer service system will be expanded to achieve one-to-one management and improve service efficiency.

At present, there are about 350 seagull brand stores under the people's homes, with a coverage rate of 80% and a coastal city coverage rate of 100%. “Our goal is to achieve 99.9% satisfaction, which is more than 30% higher than in 2011,” said Peng Yunwei.

In the cold environment, some enterprises choose to increase publicity investment, some enterprises transfer to e-commerce, some enterprises advocate independent innovation, people's homes choose to provide perfect services, and various effects, if 2012 is the end of the year In the coming year, I have my own knowledge.

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