The lifeline of shadow building- - system of customer service management

Today, power of market of photography of Chinese Wedding Dresses already changed the buying party from the bargainor, in home market, the pattern of much brand of Wedding Dresses photography has been formed, bring about a client to expand ceaselessly to the choice space of shadow building, that is to say, the market had entered client period. Take the place of temporarily in this, the enterprise wants to maintain grow continuously, must study and hold real demand of the client, try every means satisfies their requirement; In the meantime, the oriented, run jumping-off place of the starting point that its compete, strategy, manage service of gold of the core fixed position with management, overflow to wait to must be made corresponding adjustment or change. The demand of the contented client of the oldest rate and provide the service technological process that exceeds a client to expect to be worth, this compares popularity now namely, the system of customer service management that is used extensively by industry of photography of contemporary Wedding Dresses, namely: Client relation manages.

Will tell commonly, build through what the client concerns, make the client of this enterprise obtains all-around satisfaction to spend, it is the first requirement that assures a client to be spent to shadow building loyalty, make each client consciousness becomes the advertisement carrier of this enterprise. Company of cygnet electric equipment reachs through summary 1: 25: 8: The market of 1 is mensurable, namely: A new customer brings about 25 consumer to know cygnet brand, in 25 people, 8 people can become the potential client of cygnet, the affirmation in this 8 people has 1 person to become actual customer. German people group takes client relationship management seriously very, they conclude through investigating statistic: 26 dissatisfactory clients have 1 to complain publicly only, the customer that blame may be bought again, and other 25 clients will not be bought again; A satisfactory client is met to other the 3 experience that the individual tells about him, and a dissatisfactory client is met to other the 15 experience that the individual tells about him. How the transmission that visible client relation manages pair of company product figure is important.

As Wedding Dresses photography industry also has accurate digital information to tell us, client origin channel, friend introduction: Occupy 57% ; Advertisement media: Occupy 25% ; Much home compares: Occupy 18% ; The point of view that reflects from the guest looks, almost all guest pays attention to inn to allow decorate of sanitation of store appearance, environment, appearance; Almost all guest says to be willing to give high price, it is good to want quality only oneself are satisfactory; The guest of 99% asks to make up to should resemble his and compare his beautiful; The guest of 39% is in discuss enthusiasticly with retail sales young lady after depreciating, be willing to stay. His tells a satisfactory client other 3 people; If complaint handling is proper,60% clients will continue to retain commercial concern with you; A dissatisfactory client lives the influence all round circle 11 people; After you leave a client a negative impression often must ability of 12 fronts impression is made up for; Still can be sent word to 20 people among them by the 20% people of the influence; A dissatisfactory customer is average his complain send word to 8, 12 people. Accordingly, this manage should reaffirm the value of the service again. What common saying tells is good " gold silver medal is inferior to common people civilian card, golden cup silver cup is inferior to common people public praise " it is good to should accomplish a service in manage only each pairs of clients, regular meeting has 3 to waiting for you to 5 pairs of potential customers.

How to carry out customer service system to manage? Want to the job that finish plans and be fulfilled above all, working target trends is analysed, want those who make good client material to collect arrange classification, once a week report seeks a client, gather the client proposal to the company and opinion, new client natural resources is dug on old client body, complain to having reach cast narrated client to want to mail in time excuse letter, every months of fixed and weekly, job is reported, complain to having, the analysis of collect of each respect circumstance of the customer that blame, cipher out every months (cast narrate watch, integrated service to analyse origin of watch, client to analyse a watch) percentage. Time every months announce a client to complain, intervene a client list and product are taken after checking 3 days ahead of schedule, management and supervisor labour serve quality problem, weekly appearance of store of nonsked store appearance, wholesome environment checks the job to wait, supervise and urge the employee that is complained writes an excuse letter to the client, everyday punctual short message reminds marry, birthday, tertian the client that take a picture, time customer service conference is waited a moment every week.

File of customer service system should include commonly the following the content of 3 respects:

① client source:

The client consumes original record (all sorts of bill) , address of client encode, client full name, family, zip code, telephone number, film a department, favourable condition, pay forehead of circumstance, solid Fu Jin, right the client evaluates a record, make up, Dresses consumes a record, consume a record 2 times.

② statistic analyses a data:

Buy customer information secondhand data, comprehensive to old client investigation is analysed (include a client to be opposite the manner of the enterprise, evaluation, satisfaction is spent, impression) , the circumstance that shadow building is, problem, guest is complained, cast state a case, receive feature of circumstance of be in harmony, demand with other competitor.