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Xiaomi customer service, logistics and after-sales service system work together to escort the double 11 shopping of rice noodles

via:驱动之家     time:2019/11/8 19:00:32     readed:82

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Shuang11, in order to ensure that rice noodles can have a good shopping experience, see Xiaomi's good attitude and professionalism of sincere service, Xiaomi service system

Xiaomi has always attached great importance to the rice flour culture since its establishment, continuously strengthened the service quality and solved the user's problems on the spot. In the process of development and expansion, Xiaomi continuously upgraded its service quality. In the pre-sale, sale, after-sale and other links, it gradually improved the service system, opened up the whole system service process, and strive to actively and accurately strengthen the service concept and interpret the service value in an all-round way.

In August this year, Xiaomi appointed all staff members of the e-mail release service system, promoted the new generation of managers, paid close attention to logistics, after-sales and customer service, and sorted out the organizational structure of the service system. At the same time, Xiaomi set up three service system coordination groups, aiming to pull through the three service systems and improve service quality. As the first major node of service system architecture adjustment, this double 11 is an important test of Xiaomi's new service system. Based on rice flour, it puts forward higher requirements for Xiaomi's service system.

小米客服、物流、售后三大服务体系协同发力

Part of service work site

In order to meet the double 11, the whole Xiaomi service system began to practice several months in advance, combing the whole line from personnel reserve, skill training, operation support, emergency measures, etc., to optimize the service experience and upgrade the service quality.

小米客服、物流、售后三大服务体系协同发力

It is understood that Xiaomi customer service has carried out 7 pre war mobilization meetings for all staff, equipped with 3400 technical experts, provided on-the-job skills training for tens of thousands of people, and ensured that 100% of the staff passed the qualification certification of all staff customer service skills. Xiaomi customer service also focuses on the deployment of professional online operation during peak hours, supporting a complete emergency plan, integrating all service channels, and linking the service support of various product lines. Xiaomi customer service went all out to escort double 11 to ensure that the goal was achieved during the period.

In every double 11, orders surge rapidly, and the platform is prone to lag in order delivery. Since the double 11 o'clock, Xiaomi logistics warehouse has fully distributed goods, arranged more than 300000 couriers, equipped with more than 3500 pick-up trucks for joint operations, and set up a tracking team to report the transportation data as soon as possible, handle the abnormal data in a timely manner, and the whole staff is ready to be sent, so as to ensure the delivery of goods on the same day.

In terms of after-sales service, Xiaomi has organized staff training for nearly 30 times, accumulating 12000 participants. From the aspects of target confirmation, on-site guidance, stock taking and material preparation inspection, the working ability of millet after-sales personnel has been well trained and improved. Xiaomi's after-sales service also reviewed its previous experience of double 11 service, and planned to sort out the service process and service objectives of this year's double 11 service, so as to better care for rice noodles and serve rice noodles, so as to ensure that the mission will be achieved during the period.

It is worth noting that Xiaomi service system plans double 11

小米客服、物流、售后三大服务体系协同发力

Live broadcast live

From beginning to end, Xiaomi to build a perfect service system, sincere service of rice noodles as their own responsibility, in logistics, after-sale, customer service and other aspects to make service commitments, and strive to ensure that users can easily exceed the value of value.

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