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          4. 閃修俠對工程師推行六重監管 確保直營服務品質
            來源:互聯網 2018-11-23 11:33:54 文化中國網
            本文摘要:快遞、送餐、維修、家政等上門服務快捷方便,成了消費者生活中不可或缺的一部分,但也有網約車安全事件、快遞員騷擾用戶等屢見不鮮,這也讓消費者時刻警醒,對于上門服務切記多長個心眼,不可
               快遞、送餐、維修、家政等上門服務快捷方便,成了消費者生活中不可或缺的一部分,但也有網約車安全事件、快遞員騷擾用戶等屢見不鮮,這也讓消費者時刻警醒,對于上門服務切記多長個心眼,不可盲目選擇。
             
                尤其對于手機上門維修更是如此,一方面技術含量帶來的服務水平參差不齊,另一方面帶來的安全隱患不容小覷,尤其是維修工程師的品行、技能等,都直接關系到消費者的切身利益。據了解,當前手機上門維修主要有梁種模式,一種是直營模式,另一種是加盟模式。對于加盟模式,其存在的管理松散、服務人員素質參差不齊,帶來的信息泄露、偷換零件、價格紊亂等市場亂象,隱患更為突出。相對而言,對于直營模式,其核心優勢是管理嚴格、控制力強、服務統一且水平高等,通過特有的全程錄像、人才培訓、品牌意識提高等方法,可以有效遏制“價格亂象”、“信息泄露”、“服務態度惡劣”“賠償問題”等關乎消費者利益問題。
                手機快修專家閃修俠,一直堅持直營模式,確保服務品質,近日更是推行六重監管措施,對手機維修工程師的服務品質進行全面考核:
                1,從嚴考核技能,推出全套入職、培訓體系,并且與系統相結合,通過線下、線上培訓相結合的方式,事后進行筆試、實操考核,從源頭確保人員的合格;
                2,注重心理測評,進行相應的性格測試,建立工程師人力模型,剔除服務隱患;
                3,服務全程監控,在工程師在維修過程中設置11個維修步驟,并對每個步驟設置標準型動作,同時要求每個工程師在維修過程中進行全程錄像,保證二次核查。
                4,客服回訪、專員巡查制度,傾聽每一位消費者的直接反饋。
                5,設立“工程師黑名單”,一旦違規進入黑名單,將通報業內,確保用戶滿意、服務到位。
                6,建設口碑輿情監測體系,針對微博、微信、貼吧等社交渠道進行用戶投訴信息收集并進行倒查措施。
                閃修俠在全國30個城市的34個直營站點,全面推行工程師監管六大舉措,對于任何違規問題等發現一起、嚴懲一起,除了按照相應的協議條款進行處置外,堅決清除害群之馬類型的不良工程師,性質嚴重的還將向公安機關舉報。上門工程師作為與消費者直接接觸的服務前端,閃修俠嚴抓不貸、持續整改,不斷提升工程師的服務品質。據悉,閃修俠的千萬用戶每年數百萬的訂單中,消費者滿意度高達99.5%,位居業內第一,良好的口碑也讓更多消費者選擇閃修俠。

            (正文已結束)

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