2006中国最佳呼叫中心:海尔集团客户服务中心

客户世界|CNCCA |2006-09-14

2006中国最佳呼叫中心:海尔集团客户服务中心

Haier Customer Service Center

所处行业：家电
所在城市：山东青岛
建立时间：1997年4月1日
人员数量：1200多
座席数量：1000多
服务时间：7*24*365
客服号码：4006999999

用户满意是企业生存的本源。海尔从战略规划、战术实施，都是围绕用户满意展开的。一个产品，如果青岛用户满意，它就是青岛名牌；如果中国用户满意了，它就是中国名牌；如果世界用户满意了，那么它就是世界名牌。用户的满意和创名牌是具有一致性的，用户的满意是企业创新的过程，只有满足用户的需求才有开发的课题。海尔认为服务≠售后≠维修，市场的难题就是海尔创新的课题。海尔服务每年推出新举措，提升竞争力。

对于海尔的服务优质，可以总结为四部分：
1、 高质量产品做基础；2、以用户为中心的文化理念；3、严格的体系认证；4、创新保证

海尔一直认为服务也是营销，只有通过持续性推出亲情化的、能够满足用户潜在需求的服务新举措，才能拉开与竞争对手的距离，实现与用户的零距离。

在服务质量提升上，海尔提出了“随叫随到、一次就好、创造感动、信息增值”的服务质量新标准。今年海尔启动了全球化品牌战略，并创造性提出以“人单合一”模式作为企业制胜的法宝，作为“人单合一”思想的延伸，在服务上率先承诺“一次就好”的服务理念，让海尔服务再次升级。

Brief Introduction of the Winning Units

User satisfaction is the fundamentality of company existent. Haier carry out the work around users in the aspect of strategic plans and performances. For a product, if it is satisfied by the Qingdao user, then it is a famous brand in Qingdao; it is satisfied by the Chinese user, then it is the Chinese famous brand; it is satisfied by the over world user, then it is the world famous brand. The user satisfaction is not incompatible with founding famous brand. The user satisfaction is the process of the company innovation, the product satisfying the need of user is our development goal.In their mind, the service is neither Customer Service nor repair, and the market problem is the nut we should crack in innovation. As to the knight service of Haier, they can summarize into four parts:

Firstly, high-quality product; Secondly, the central culture of user serving; Thirdly, strict attestation system for certificate; Fourthly, the innovation ensure Haier take new measure annually to improve the competition ability. Besides, Haier always view the service as sale promotion. Only continuously supplying users the kindly service measure which meets the potential needs of users, they can expand their competition against their competitors and reach the aim of no distance with users.

In improving of the service quality, Haier put forward a new service standard that is “give service within call, one time service get satisfaction, create affection, and increase information value”. Haier start up the global brand strategic and take the mode of “combination of in pidual-goal” as the precious way to success. As the extending of “combination of in pidual-goal”, Haier takes the lead in promising the principal of “one time service get satisfaction” to upgrade service quality.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2006年9月

责编：admin

转载请注明来源：2006中国最佳呼叫中心:海尔集团客户服务中心

本文链接地址：http://www.ccmw.net/article/12160.html