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At present, ducklings have spread over 100 cities, 500 business circles and 200,000 smart stores in China, providing customers with satisfactory service beyond psychological expectations and routine, sublimating brand image and conforming to the service level of internationally renowned brands. In 1995, Duckling Group launched the first "value-added service project" in the industry, which guided the revolution of industry services and became the leader of the industry, and won the first prize in the achievement of national enterprise management modernization.
The value-added service project requires all employees of duckling group to root "value-added service" in their hearts, deep in their brains, and melt into their blood, so that "value-added service" becomes a kind of value and belief of employees, and then becomes a kind of enterprise culture, a guiding ideology of enterprise management, and a code of conduct for all employees.
A resultThe service is satisfactory
Article 2 the conceptValue service, as you wish
Three control· service complaint rate is less than 10PPM. · service dissatisfaction rate is less than 10PPM. · service omission rate less than 10PPM.
Four don't leak· a seamless record of problems reported by users. · a seamless handling of problems reported by users. · a seamless review of processing results. · feedback the processing results to the design, production and operation departments without leakage.
Five slogan· service: make users happy forever. · purpose: users are right about water far. · attitude: a smile far from the water. · behavior: service norms are not deviated. · persistence: do a good deed.
· three commitments· free on-site installation and debugging regardless of floor level · all fees are waived for services within the scope of three guarantees · local service centers provide services to users at any time, no matter where in the country
Seven door-to-door service code of conduct· a standard uniform must be worn for door-to-door service · say before entering: sorry for the trouble · the door must wear a pair of self-provided shoe cover with a mat and a rag · do not drink the user's water · do not smoke a cigarette from the user · please fill in the user supervision card
SiMian service· free home delivery · free installation and debugging · no outgoing phone number shopping · provide all consulting services free of charge
Article 9 guarantee measures· lifetime service system · on-site service system · all-weather service system · user file system · user complaint system · user access system · standardize service system · service network system · rewards and punishments for all staff
Pursue full satisfactionThe concept of value service is: beyond the conventional, the requirements from the variety, quality of the way to go beyond the conventional three packages of services. Beyond the product value, beyond the psychological expectations of users, start from small things, to meet the requirements of users, so as to win the majority of users' praise, also get good social effect.
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