Kemet Aluminum Customer Service Team Efficient Service Continuously Exceeding Customer Expectations


Release time:

2015-10-09

In Kemet Aluminum Company, there is a group of teams with dreams, passion, and constantly surpassing themselves. They work on the front line day and night. They are the customer service team of Kemet Aluminum. They take solving customer needs as the starting point, and respond in a timely and rapid manner. Solve various customer problems and feedback, and continuously surpass customers as higher requirements. Since its establishment, Kemet Aluminum has always maintained a good and rapid development, especially in 2015, Kemet Aluminum has embarked on a track of rapid development, with a steady stream of orders and booming development, but at the same time, it has also brought some problems. For example, the order volume is larger than the existing production capacity of the production workshop, resulting in a longer delivery cycle, and the mismatch between the order structure and the actual production extends the order production time. Any problem is the result of market demand and development. There is no complaint or perfunctory. The customer service department of Kemet Aluminum actively responded and successively formulated a series of solutions to solve various problems one by one. First of all, the order plan should be scientific, all orders should be reasonably planned and scheduled, and the company's existing customers should be classified in detail to meet the customer's needs to a greater extent. Secondly, formulate and implement the "four-hour copy", that is, any product and technical problems and feedback raised by customers must be solved and replied within 4 hours to ensure that any problems are solved immediately and will not be delayed until tomorrow. Third, the "three communication principles" are adopted in normal work. They communicate more with customers, more with production plants and more with business. Three communication is indispensable. They communicate with customers to place orders separately from single frame fans of engineering, whether circulation orders are delivered in batches, circulation orders are placed in circulation, dynamic sales changes and other issues. They communicate with production on a quick list of delivery dates and regularly give orders to production plants for about 3 days so as to arrange orders in time. Finally, we should scientifically grasp the priorities of customer orders, adopt different arrangements according to different customers, communicate with the business to know more about the real-time information of customers, special arrangements for special orders, special treatment for new customers and the first batch of orders of the project, and other measures. Department personnel should follow up and coordinate the various processes of the orders in a timely manner to ensure that the orders are timely and fast in the production process. Excellent product quality is an important reason for the rapid development of Kemet Aluminum, but high-quality customer service also makes domestic and foreign customers feel warm. Facing new problems and challenges, Kemet Aluminum's customer service team constantly adjusts and actively coordinates, so that all orders of Kemet Aluminum have been arranged orderly and efficiently, and also meet the needs of different customers. Customers' satisfaction with the company's delivery and return rate are getting higher and higher, the established goal of "less customer complaints and a satisfaction rate of 99%" has been achieved. At the same time, the customer service department of Kemet Aluminum will take this as the basic goal to enrich and display "lightning" high-efficiency services and continuously promote the healthy and rapid development of Kemet Aluminum.

In Kemet Aluminum Company, there is a group of teams with dreams, full of passion, and constantly surpassing themselves. They work on the front line day and night. They are the customer service team of Kemet Aluminum. They take solving customer needs as the starting point, and promptly respond to solve various customer problems and feedback, so as to continuously surpass customers as higher requirements.
Since its establishment, Kemet Aluminum has always maintained a relatively fast development speed, especially in 2015, Kemet Aluminum has embarked on a rapid development track, with a steady stream of orders and booming development, but at the same time, it has also brought some problems, such as the long delivery cycle of products due to the fact that the order volume is larger than the existing production capacity of the production workshop, and the mismatch between the order structure and the actual production extends the order production time.
Any problem is the result of market demand and development. There is no complaint or perfunctory. The customer service department of Kemet Aluminum Co., Ltd. has actively responded and formulated a series of solutions to solve various problems one by one.
First of all, scientific order planning, reasonable planning and scheduling of all orders, and detailed classification according to the company's existing customer conditions to meet customer needs to a greater extent;
Secondly, formulate and implement "four-hour copy", that is, any product and technical problems and feedback raised by customers must be resolved and responded within 4 hours to ensure that any problems are resolved immediately, never put off until tomorrow.
Third, the "three communication principles" are adopted in normal work, communicating more with customers, more with production plants, and more with business. Three communications are indispensable. Communicate with customers to place orders separately from single-frame fans, whether circulation orders are delivered in batches, circulation orders are placed in circulation, dynamic sales changes and other issues. Communicate with production on a quick list of delivery dates, and regularly give orders to production plants for about 3 days, in order to arrange the order in time.
Finally, scientifically grasp the priorities of customer orders, adopt different arrangements according to different customers, communicate with the business to know more about the real-time information of customers, special arrangements for special orders, special treatment for new customers and the first batch of orders of the project, and other measures. Department personnel follow up and coordinate the various processes of the orders in a timely manner to ensure that the orders are timely and fast in the production process.
Excellent product quality is an important reason for the rapid development of Kemet Aluminum, but high-quality customer service also makes domestic and foreign merchants feel warm. The customer service team of Kemet Aluminum faces new problems and challenges. Constantly adjusting and actively coordinating, so that all orders of Kemet Aluminum have been arranged in an orderly and efficient manner, and also meet the needs of different customers, customer satisfaction with the company's delivery and return rate is getting higher and higher, achieving the set goal of "fewer customer complaints and a satisfaction rate of 99%". At the same time, the customer service department of Kemet Aluminum will take this as the basic goal to enrich and display "lightning" high-efficiency services and continuously promote the healthy and rapid development of Kemet Aluminum.