Customer service

Respect customers, understand their needs, and continuously deliver products and services that exceed their expectations—becoming their lifelong partners. This is the Service philosophy we have always upheld and promoted.

First, with every step we take, we must bear in mind that, as the market has shifted from a seller’s market to a buyer’s market, consumers’ consumption attitudes have undergone a significant transformation. Faced with a wide array of products (or services), consumers are now more inclined to choose high-quality products (or services). Here, “quality” encompasses not only the intrinsic quality of the product itself but also factors such as packaging quality and service quality—all of which play a crucial role. Therefore, it is essential to meet consumers’ needs comprehensively and to the greatest possible extent. We should conduct research, design, and continuously improve our services from the perspective of the customer (or consumer), rather than from the company’s own standpoint.

1. Improve the service system and strengthen pre-sales, in-sales, and after-sales services. Promptly assist customers in resolving various issues encountered while using our products, ensuring they experience maximum convenience.

2. Attach great importance to customer feedback, involve customers in decision-making, and treat addressing customer opinions as a crucial component of ensuring customer satisfaction. Do everything possible to retain existing customers.

3. Establish a customer-centric mechanism. All aspects, including the establishment of various institutions and the transformation of service processes, must be centered on customer needs, and a rapid-response mechanism for customer feedback should be put in place.

II. The customer is always right.

1. Customers are buyers of products, not troublemakers;

2. Customers know their own needs and preferences best—precisely the kind of information businesses need to collect.

3. Because customers exhibit “natural consistency,” a dispute with one customer is tantamount to a dispute with all customers.

III. The Three Elements of Customer Satisfaction:

1. Product satisfaction: Refers to the customer’s satisfaction with the product quality.

2. Service Satisfaction: Refers to a customer’s positive attitude toward the pre-sales, in-sales, and post-sales services provided for the purchased product. No matter how perfect the product may be or how reasonable its price, once it enters the market, it absolutely depends on the quality of service. “Post-sales service creates lifelong customers.”

3. Corporate Image Satisfaction: Refers to the positive evaluation by the public regarding a company’s overall strength and general impression.