In the era of mass delivery, the express store is a platform, which brings our neighbors together to experience our express delivery service.
We then use a good user experience to win the goodwill of consumers and make some value-added products and services based on the fan economy. Without the service experience, there is only a relationship between us and consumers.
hereGood user experience, which is particularly important!
Good user experience and ability to drive traffic to the site
It can attract and even lock in more customers, and turn the users of our services into customers. At the same time, it can stabilize customers and protect income. The user experience is good, and customers will not be easily poached by our competitors.
A good user experience can improve the image of the store
The user experience is good, customers and users rate the site highly, and the image of our store naturally improves.
Let's ask, consumers enjoy pick-up and delivery services in a store with a good image and service, and the whole process is a good user experience, and I don't know how many complaints and fines can be reduced
Since user experience is so important, as a store operator, what should we pay attention to?
1. Service attitude.
The important thing in the service industry is to treat people politely, smile service, when there is a contradiction with customers, try not to conflict head-on, intensify the contradiction, can only explain patiently, reflect on their own shortcomings, which are not in place, try to serve according to the requirements of customers, and serve every customer seriously. Touch the hearts of customers with their sincerity, and eventually consumers will naturally recognize our efforts.
We have to change our attitude, change our thinking, and we must firmly believe that there is only imperfect service, and there are no picky customers.
2. Proficient in business.
We must improve our professional level, proficient in the operation process, proficient in the use of the parcel management system, the system is updated at any time, and the store staff must change their own operation methods at any time, keep pace with the times, and keep up with the pace of the times. Society is moving forward, and it has to accept new things and new changes.
3. Complaint handling.
When there are complaints, solve practical problems for customers in a timely manner, communicate clearly with customers if they are not caused by our problems, and admit their mistakes to customers and correct them if they are complaints caused by our reasons.
4. Business hours.
Try to match the time in the notification text message. It can be postponed, but it is not possible to leave work early. If you want to leave work early, let your customers know in advance.
5. Hygienic environment.
The store should be clean and tidy, the package does not fall to the ground, we have to give ourselves a comfortable working environment, a day of work will not be so depressing, and there will be no casual tantrums, customers see the store neat and orderly, the site is highly evaluated, and our staff are also highly evaluated, and the number of complaints is reduced.
6. Door-to-door service.
The store should have the ability to provide door-to-door service, and if the customer needs to provide door-to-door delivery, we still go to meet the customer's requirements. This time it's a free service, or next time you can become our shipping customer, or other business customers.
7. WeChat group.
The store should establish an internal work group in the community, which brings convenience to the work of our store. There may be no tangible benefits for the time being, but as long as we use them properly, the benefits are still obvious.
We can solve some of the stranded problems in the group, solve the problem of getting the wrong package, ** problem, etc. Isn't this going to improve the user experience?Is it able to generate some of our income?
8. Unblocked.
If the customer calls ** consultation, and the store ** has been in a state of no answer, shutdown and shutdown for a long time, will it affect the customer's mood and the user experience is not good?Therefore, keeping the mobile phone in the background of the site unblocked is also to improve the user experience.
We should be good at discovering problems and solving them, rather than running away from them. Only by solving every problem encountered in the work can we serve every customer well, and finally the user experience will be improved, and our stores can develop profitably for a long time. At that time, the monthly income of more than 10,000 yuan is just a incidental thing.
The above are the express stores with a monthly income of more than 10,000 yuan, a total of eight characteristics, as an operator, do you have any other discoveries?Welcome to discuss in the message area. 100 help plan