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My Profession I Share (Issue 5) | Improve Customer Loyalty-Outstanding Customer Service

Release time：2018-07-09 09:59

The column "I am professional and I share" is planned by the heads of the project teams in B- LINK! The content of the discussion directly hits the current hot topics in the logistics field, analyzes the industry's problem points & customer pain points from a professional perspective, arouses thinking, and welcomes onlookers! Special contributor for this issue: The project manager of AmyWangB-LINK Hefei Branch introduced 8 years of third-party logistics customer service experience, managed and served multiple project customers, customer satisfaction reached more than 95 points, and the turnover rate was zero. Joining the B- LINK team in mid-May this year, she believes that the key to improving customer loyalty is to provide outstanding service.
The column "I am professional and I share" is planned by the heads of the project teams in B- LINK!
The content of the discussion directly hits the current hot topics in the logistics field, analyzes the industry's problem points & customer pain points from a professional perspective, arouses thinking, and welcomes onlookers!
Contributor of this issue: Amy Wang
B- Link Hefei Branch Project Manager
introduction of characters
8 years of third-party logistics customer service experience, management and service of a number of project-based customers, customer satisfaction reached more than 95 points, the loss rate is zero. Joining the B- LINK team in mid-May this year, she believes that the key to improving customer loyalty is to create value for customers with outstanding service and achieve win-win results.
Increase Customer Loyalty-Outstanding Customer Service
From a new perspective to understand the connotation of sales service, to distinguish the intangible and tangible aspects of service, the best customer service strategy is our common mission. The act of completing work for others or assisting others to benefit others because of professional or business needs is called service. The essence of our service is to be customer-centric. Satisfaction is outdated. Outstanding is the goal. Everyone is providing services. Excellent service brings key competitive advantages. Train and support front-line employees who provide services to customers, and employees' job satisfaction will come from their ability to provide services to customers.
How to improve outstanding customer service?
1, through listening to understand customer needs, meet or even exceed customer expectations, so as to greatly improve customer development rate and retention rate.
2. Seek and maintain "correct" customers through special services, and maintain customer loyalty through continuous improvement of systems and processes, and through delivery of optimized services again and again.
3, repair the fault to retain customers, quickly respond to correct the problems in the service; track and analyze these problems, prevent them from happening again.
4, for each customer's specific logistics needs, develop and improve solutions to create value, by increasing the value of each customer to win loyalty.
5. Deepen and maintain customer contact, transform the standardized logistics service model into the process of providing personalized logistics solutions; understand the customer's pain points to help customers solve problems, outstanding personalized service is to create a close and lasting relationship between us and customers The foundation.
Thanks for sharing Amy! Continuously improve the level of service, to provide customers with the best solution is B- LINK eternal mission and goal! The support and trust of customers from all walks of life, we only return with the best service!
 

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