What is the definition of customer service?

Customer service is not after-sales service, but in fact many enterprises only define it as after-sales service. In fact, it should include three parts: pre-sale, sale and after-sale. Contact with customers, collect customer information, understand customer needs, provide solutions, solve customer problems and meet customer needs, so that customers who think they will get the required business from your company and are satisfied with the business will continue to cooperate faithfully with the company. Therefore, customer service has become an important strategic point in the business structure. Where "customer" includes:

1. Foreign customers (including potential customers, intended customers, prospective customers, contracted customers, prospective owners, owners and members);

2. Internal customers (including various business departments and their employees);

3. Cooperative customers (including government departments, suppliers, partners, etc.). ).

Specific objectives:

1 to help build the brand image of the industry;

2, as a window of external contact;

3. Establish a unified corporate image;

4. Establish personalized marketing strategy;

5. Improve service quality;

6. Improve work efficiency;

7. Reduce management costs;

8. Improve customer relationship management;

9. Improve property management;

10, providing analysis information for future project development.

The development of customer service has experienced a gradual mature process from product-oriented management to customer-oriented relationship management, which mainly goes through the following three stages:

1. Owner service stage: This stage is the primary stage of customer service, mainly focusing on after-sales service. The main measure is to solve customers' housing complaints, and there is no special department responsible for it. Its main job is to provide property services for specific owners in specific projects.

2. Ministry stage: At this stage, the content of customer service is mainly limited to solving customer complaints, and the quality of enterprise customer service is a problem for departments and their employees. Enterprise's service to customers has not been fully recognized.

3. Customer service department: set up a special enterprise customer service department, integrate the service resources of all departments of the enterprise, establish an enterprise-level customer service system, and form a unified customer-oriented window.

4. Comprehensive customer service stage: At this stage, the customer range of the enterprise is further expanded, not only for the target customers of the enterprise, but also for the employees, governments and partners within the enterprise, providing all employees with integrated services throughout the process, mainly featuring personalized services and value-added services, and forming an integrated customer service system with the development direction of forming the core competitiveness of the enterprise in the service.

Enterprises generally set up customer service posts, the specific work is to understand customer needs, contact customers, solve customer problems, and establish corporate brand image.