Project Background

Audio-visual appliances refer to electronic devices that can play or record sound and images, such as audio, video, home theater, etc. With the improvement of people's living standards, the demand for high-quality audio-visual appliances is getting higher and higher. Expected2023Sales of China's audio-visual electrical appliance industry will reach1.2Trillion yuan is the highest record in the history of the industry and one of the largest growth points in the global audio-visual electrical appliance market.

In such a huge and fierce market, how to improve customer service capabilities and enhance customer satisfaction and loyalty has become an important challenge for audio-visual electrical appliances companies. Especially in the new normal after the epidemic, customers have more stringent and diversified requirements for online and offline services, requiring higher service levels and innovation capabilities.

An audio-visual electrical appliance enterprise (hereinafter referred toACompany) is a comprehensive enterprise specializing in the research and development, production, sales and service of audio-visual electrical appliances, with a number of well-known brands and product lines.AThe company has a high reputation and market share in the industry, but it is also facing the pressure of fierce competition and changing customer demand. In order to enhance their competitiveness and profitability,AThe company decided to conduct comprehensive training and promotion of its customer service team to improve customer service quality and efficiency, increase customer satisfaction and loyalty, and achieve customer retention and value-added.

Company A entrusts Shangpu Consulting to design and implement the Customer Service Capability Improvement Project (hereinafter referred to as the Project). Shangpu Consulting is an organization specializing in corporate training consulting services. It has rich industry experience and professional team, and has provided successful training solutions for many well-known enterprises.

Customer pain points

in connectionAAfter in-depth communication and research, Champ Consulting found thatAThe company has the following main problems in customer service:

-The customer service team lacks unified standards and processes, resulting in unstable service quality, good and bad, and unable to form a brand effect.

-The customer service team lacks professional skills and knowledge to effectively solve customer problems and needs, and even misleads or ignores customers.

-The customer service team lacks initiative and creativity. It just passively waits for customers to call or come to the door. It does not actively contact and communicate with customers, and does not provide personalized and value-added services.

-The customer service team lacks teamwork and communication skills, and information between various departments is not smooth, resulting in low service efficiency and duplication or omission.

-Customer service team lacks incentive and assessment mechanism, employees lack enthusiasm and sense of belonging, high turnover rate, affecting service stability.

These problems leadAThe company's performance in customer service is not satisfactory, customer satisfaction and loyalty is low, and even the loss of customers and complaints, seriously affectingAThe company's brand image and market share.

Project Purpose

The purpose of this project is to improve through systematic training and consulting.AThe overall ability and level of the company's customer service team to solve the above problems and achieve the following goals:

-Establish unified standard and process of customer service team, standardize service behavior, improve service quality and consistency.

-Cultivate the professional skills and knowledge of the customer service team, improve service effectiveness and satisfaction, and enhance customer trust and recognition.

-Cultivate the initiative and creativity of the customer service team, improve service initiative and flexibility, and provide personalized and value-added services.

-Cultivate the team collaboration and communication skills of the customer service team, improve service efficiency and synergy, and avoid service duplication or omissions.

-Establish the incentive and assessment mechanism of customer service team, improve the enthusiasm and sense of belonging of employees, reduce the turnover rate and ensure the stability of service.

Research object

In order to fully understandAThe current situation and needs of the company's customer service team, Champ Consulting conducted research on the following objects:

-A company customer service team leader, supervisor, total staff120People, including pre-sales, sales, after-sales personnel.

-Total number of heads, supervisors and employees of some relevant internal departments of Company A30People, including marketing, sales, products, technology and other departments.

-Total principals, supervisors and employees of some external partners of Company A20People, including suppliers, distributors, agents, etc.

-Total of some existing or potential customers of Company A50People, including individual consumers, business users, government agencies, etc.

Project Content

The project includes the following aspects:

-Customer service team capacity diagnosis: through questionnaires, interviews, observation and other methods, the customer service team capacity assessment, identify strengths and weaknesses, develop training programs.

-Customer service team standard process construction: by referring to industry best practices andAThe company's actual situation, the development of customer service team standard process, and training and promotion.

-Customer service team professional skills training: through special lectures, case analysis, role play and other methods, the customer service team professional skills training, including product knowledge, communication skills, problem solving, complaint handling and other aspects.

-Customer service team innovation ability training: through group discussion, brainstorming, creative stimulation and other methods, the customer service team innovation ability training, including innovative thinking, innovative methods, innovative cases and so on.

-Customer service team collaboration ability training: through team building, collaborative games, scenario simulation and other methods, the customer service team collaboration ability training, including team awareness, communication and coordination, information sharing and other aspects.