Whether buying furniture, building materials or decoration, after-sales service should not become a "cloud". Consumers 'demand for home consumption is becoming more and more strict. Good products cannot be achieved, and services must be followed up in a timely manner. Among them, the after-sales service after payment and receipt is also affecting consumers' nerves. Efficient and high-quality after-sales service can not only provide consumers with peace of mind, but also be the golden sign of an enterprise. The inefficient after-sales service not only makes consumers spurn, but also drags down the brand.
Difficult after-sales of household products
As the home furnishing industry downstream of real estate, it has experienced rapid development for more than two decades. The competition around product quality and price has gradually evolved into service levels, especially after-sales service. Over the years, merchants have established distinctive slogans such as advance payment, balance payment, free return within 30 days, and free testing. Even so, after-sales service still stirs up the sensitive nerves of merchants, and also makes some consumers who suffer from after-sales problems complain.
According to industry insiders, the complex characteristics of after-sales service for home products are the reason for the uneven after-sales. Wang Xiaobing, deputy general manager of decoration, pointed out that, first of all, home after-sales service is very comprehensive. Household consumption involves a wide range of aspects, from design and production, to logistics and distribution, installation and acceptance, and environmental coordination, all aspects of the after-sales service requirements are put forward. Secondly, household products, as large-scale durable consumer goods, do not expose problems quickly like fast-moving consumer goods such as clothing. They often take a long time to reflect their quality, so their after-sales service should be time-sustainable.
In addition, due to constraints such as climate change and transportation road conditions, home after-sales service is often not once and for all, and requires multiple services from merchants. Ji Qing, deputy general manager of Lewu Home Furnishing, also said that the standardization of the furniture and building materials industry is low, and the overall quality of employees needs to be improved, which is also one of the reasons that restricts the improvement of home after-sales service.
Merchants lack of understanding and cause many problems after sale
According to the latest data released by the China Consumers Association, in the past 2010, a total of 14,481 complaints on furniture products and services and 16,381 complaints on decorative materials were received nationwide, an increase of nearly 10,000 from 2009. Among them, furniture is among the top ten industries in total complaints. Under the Consumers Association, the number of after-sales complaints received by major stores and brand manufacturers is not countable.
On the one hand, consumers' calls for after-sales services are rising one after another. On the other hand, the performance of merchants is unsatisfactory. Many consumers report that the after-sales service call displayed on the contract or on the manufacturer's official website is virtually useless. Either no one answers after dialing, or the post-sales staff has a bad attitude, "two faces before and after sale." The time for providing after-sales service solutions is also delayed, ranging from a few days to a few months. Even if the door-to-door service is ultimately available, it is difficult to guarantee a one-time solution to the problem, and the long tug-of-war battle has left consumers feeling exhausted.
Yin Yuxin, deputy general manager of Oriental Home Furnishing Plaza, said that some small manufacturers in the industry did not have enough knowledge about after-sales service, and did not systematically train employees, resulting in low consumer satisfaction with after-sales service. Wang Jianguo, general manager of Federal Furniture Beijing, said that home furnishing companies should not treat after-sales service as a hot potato, nor should they be afraid of after-sales complaints. Only face the after-sales complaints, and strictly investigate all links to find the crux of the problem, and provide a solution that satisfies consumers. This may not only not damage the reputation of the brand, but also win consumers ’respect and recognition for the enterprise and achieve a win-win situation. effect.
survey
40% of the respondents hope to extend the warranty period
A few days ago, the "Home Furnishing Commune" of the Beijing News conducted a survey on the after-sales problems generally reflected by netizens. The questionnaire involved the after-sales service time and product quality.
The survey shows that 42.9% of participants said they have experienced after-sales service at home. When there are problems in the use of household products, 57% of the respondents said that they will contact the product after-sales service department to solve the problem, and the rest said that they will find the home store where the product is located for acceptance. No consumer chooses the business administration department or complains to the Consumer Association .
In terms of after-sales service time, 14.3% and 28.6% of netizens, respectively, indicated that they had a very good understanding of the warranty period of home products and services, and that they did not understand the rest. 42.9% of consumers said that after the decoration or purchase of furniture and building materials products, they did not know the warranty period and start and end times of various engineering or household products, nor did they specify in the contract. The same proportion of respondents believe that the current warranty period for household products is too short and should be extended free of charge. After the question "Is the service you provide after contacting the after-sales service staff in a timely manner?", 14.3% of the respondents said that the after-sales service personnel deliberately delayed the time and did not solve the problem.
Can the after-sales problems encountered by consumers be properly resolved? Each 14.3% of consumers chose "Agree to resolve but do not agree to return" and "Refuse to resolve on the grounds of improper use." In response to the question "Do you have any size problems in decorating or buying building materials in your home?" 57.1% of people said that they had encountered this trouble during the decoration design and construction process, and 14.3% of consumers said they measured in doors, windows, cabinets and furniture Encountered dimensional problems during the session. After the problem occurred, 42.9% of the people believed that the factory responsible for the production had not strictly checked and confirmed that they should be responsible; 28.6% of the consumers were relatively tolerant and believed that there was a problem with the communication between the consumer and the sales party, and each had their own responsibilities. With the upsurge of online shopping for furniture and building materials, when faced with the question "Which of the following problems have you encountered when shopping for home furnishing products online?", 71.4% said that they had encountered the embarrassment of difficulty in returning home furnishing products.
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