綠友服務(wù)
服務(wù)理念
SERVICE MOTTO
我們的服務(wù)理念：客戶利益第一。服務(wù)創(chuàng)造價(jià)值。
有綠友為友 無后顧之憂。
通過全體員工在不同崗位上積極配合與協(xié)作，使我們每一位客戶自始至終地享受滿意周全的“售前、售中、售后”服務(wù)。
綠友集團(tuán)非常注重員工的技能培訓(xùn)，特別是一線員工的服務(wù)技能培訓(xùn)，集團(tuán)培訓(xùn)中心組織各種形式的培訓(xùn)班，每年有超過一千人次綠友集團(tuán)員工參加培訓(xùn)。經(jīng)過多年的不懈努力，綠友集團(tuán)擁有了一支經(jīng)過專業(yè)技能培訓(xùn)及長(zhǎng)期實(shí)踐積累的高素質(zhì)服務(wù)隊(duì)伍，保證了“綠友服務(wù)”的高品質(zhì)。
>售前服務(wù)不僅僅是發(fā)資料和報(bào)價(jià)，更重要的是為客戶做好參謀。銷售人員要把更多的產(chǎn)品信息準(zhǔn)確無誤地傳遞給客戶、把其他客戶的經(jīng)驗(yàn)和教訓(xùn)與客戶分享，幫助客戶根據(jù)實(shí)際需要選購(gòu)到性價(jià)比滿意的產(chǎn)品；而且，綠友集團(tuán)還不定期地免費(fèi)為客戶和分銷商舉辦新產(chǎn)品發(fā)布會(huì)，通報(bào)行業(yè)動(dòng)態(tài)和新產(chǎn)品情況等。
>售中服務(wù)包括交機(jī)、試機(jī)、使用培訓(xùn)和購(gòu)買過程中的演示講解，確?？蛻糍I到放心的產(chǎn)品并正確使用。銷售人員將重點(diǎn)向客戶講解和演示產(chǎn)品使用操作方法、注意事項(xiàng)及保養(yǎng)常識(shí)等，使客戶面對(duì)產(chǎn)品不陌生，在將來的使用過程中又不掉以輕心，降低客戶的使用和維修成本。
>售后服務(wù)就是技術(shù)指導(dǎo)、維修、零配件供應(yīng)、技術(shù)培訓(xùn)和為客戶提供培訓(xùn)，關(guān)鍵是擁有一支訓(xùn)練有素快速反應(yīng)的專業(yè)化售后服務(wù)隊(duì)伍。綠友集團(tuán)服務(wù)人員不僅經(jīng)過正規(guī)、全面的技能培訓(xùn)，而且在長(zhǎng)期的實(shí)踐中練就了高超的技藝。綠友集團(tuán)服務(wù)人員對(duì)每一位客戶、每一臺(tái)機(jī)器都有明確的登記和跟進(jìn)，做到永久為客戶負(fù)責(zé)，為客戶所購(gòu)機(jī)器負(fù)責(zé)。綠友集團(tuán)長(zhǎng)期保持充足的零配件供應(yīng)，提高產(chǎn)品使用效率和壽命，可以使客戶無后顧之憂。
Our Service Motto is: Maximize Customers interest as the first choice. Service Generates Value.
Be Friends with Greenman, Be Free of Worries.
Through full scale coordination and cooperation of all staff at various post, every single Greenman customer enjoys to their fullest extent satisfactory service in three phases of pre,mid and after sales.
Greenman attaches paramount importance to skills training of all staff, especially those at front line of sales and service. The training center of the company organizes a wide variety of training sessions, more than a thousand per capita counts of trainings are provided to Greenman staff trainees each year. Years of skill building and long time of field practices enrich Greenman with a team of top quality service crew, the foundation of high quality “Greenman Service”
> Pre-Sales Service is far beyond product presentation through brochures and quotations. Its more important role is to become customer’s consultants. Product info will need to flow to the customers with precision and accuracy, knowledge and lessons of previous customers will need to be dispensed for all customers, and customer’s specific needs will have to be pinpointed to get the right performance price effective products. Greenman Group at different time intervals holds product briefings for customers and dealers on industry updates and new products release.
> Mid-sales Service regulates our practices in the process of delivery, test run, operation safety and demo, to make sure that customers do get the right products and operation steps. All sales staff are required to demonstrate key points of operation, maintenance tips, and safety cautions to customers for ease of use, cautions of use, and reduced cost of operation and maintenance.
> After-sales Service refers to general technological instructions, repairs, supply of service parts, technical training and operation check for customers, which requires a professional team of highly trained, responsive and effective service crews. Greenman Group is proud to have fully trained, professional and all capable service staff that master highly skillful repair knowledge through long time practices. Greenman Group established records and follow up procedures on every customer, every unit sold to customers which allow service provided to each unit for its life cycle. Greenman Group invested immensely in keeping long time sufficient parts supply to ensure enhanced productivity and life span of equipment in use, which frees customers of any after sales worries.
服務(wù)措施
SERVICE PRACTICES
綠友集團(tuán)通過客戶培訓(xùn)、交流會(huì)、客戶回訪、冬季免費(fèi)保養(yǎng)等方式踐行“主動(dòng)服務(wù)”理念。
設(shè)備使用培訓(xùn)，讓客戶正確使用設(shè)備，了解設(shè)備的工作原理，使客戶短時(shí)間內(nèi)熟悉產(chǎn)品及性能。
設(shè)備保養(yǎng)培訓(xùn)，良好的保養(yǎng)是設(shè)備正常工作的基礎(chǔ)，定期對(duì)客戶進(jìn)行設(shè)備保養(yǎng)培訓(xùn)，不斷提升客戶日常保養(yǎng)技能，延長(zhǎng)設(shè)備的使用壽命。
客戶定制培訓(xùn)，聽取客戶反饋，有針對(duì)性的組織客戶交流會(huì)和滿足客戶特定需要的培訓(xùn)。
我們把想客戶所想，急客戶所急，滿足客戶需求，解決客戶困難作為我們最重要的工作。讓客戶買得放心，用得舒心，服務(wù)省心。
Greenman Group practices “Active Service” through Customer Training, Exchange Conference, Customer Visits, Free Winter Storage Check Ups.
Equipment Operation Training is provided to familiarize customers with the units, allow them to understand units working principles, enable customers to have quick hands-on feel on products and performance.
Equipment Maintenance Training builds sound base for customers to correctly operate and use the units through regular onsite training. This is an ongoing process to sustain customer maintenance skills and extend units operating life in the field.
Customized Training provides trainings tailored to specific customer feedbacks.
At Greenman, we view customer needs, customer difficulties, and customer concerns as our own, so addressing such needs, difficulties and concerns is our most important job. Greenman service put customers at ease when it comes to purchase, use and service
服務(wù)網(wǎng)絡(luò)
SERVICE GRID
綠友集團(tuán)始終堅(jiān)持“服務(wù)創(chuàng)造價(jià)值”“有綠友為友，無后顧之憂”的服務(wù)理念，秉承“客戶利益第一”的原則，以客戶為中心，以滿足客戶需求為目的。建立完善的門店管理規(guī)范、高效的服務(wù)網(wǎng)絡(luò)，向客戶提供專業(yè)化、標(biāo)準(zhǔn)化的服務(wù)，促進(jìn)與客戶雙贏發(fā)展，構(gòu)建優(yōu)質(zhì)服務(wù)品牌。經(jīng)過二十來年的發(fā)展，目前在北京、上海、廣州等70多座大中城市建立了一百余家子公司和門店，有800多名營(yíng)銷服務(wù)人員，200多輛售后服務(wù)用車，滿足了客戶就近服務(wù)的需求，解決了跨區(qū)域服務(wù)保養(yǎng)的難題，極大地提高了綠友集團(tuán)的售后服務(wù)水平?？蛻艨稍谌珖?guó)任一綠友集團(tuán)門店享受到專業(yè)、熱情、優(yōu)質(zhì)的售后服務(wù)，實(shí)現(xiàn)了服務(wù)全覆蓋。
Greenman Group adheres to service motto in “Building Value for Customer”, “Be Friends with Greenman, Be Free of Worries”, and centers Greenman service around Customers on the principle of “Customer Interest Prevails” to match and meet what customers demand. Competent Sales Front Store Rules, High Efficient Service Responding Network, plus Professional and Standardized service care, and all enhancing win-win development with customers, help achieve superior service brand name in the industry.
Over two decades expansion allows Greenman to open and run more than one hundred subsidiaries and outlets in over seventy large and medium sized cities including Beijing, Shanghai and Guangzhou. With service points in close vicinity with customers, commercial and professional contractors are facilitated to roam the country with their fleet of equipment. At customer’s preference, uniform and seamless after service are provided professionally, with same enthusiasm and quality standards throughout any Greenman outlets across China.
