There are many home decoration links and long cycles, and the requirements for service levels are extremely high. In the past, service problems have often become the hardest hit area for consumers to complain.
In terms of service, Yezhifeng Decoration Group has always been based on the concept of "embarrassment for oneself and achievement of customers", sincerely treating consumers and striving to become a respected enterprise.
As early as September 26, 2012, Yezhifeng won the high-level standard - five-star service certification, becoming one of the few enterprises in the home furnishing industry that has passed the five-star service certification.
Won the five-star service certification for the difficulty of achieving customers by themselves
For a long time, Yezhifeng has taken "embarrassment for oneself and achievement of customers" as its corporate culture. Every time I do something, I will think, is this thing beneficial to customers? Are you embarrassed by yourself? If it is, it means that it provides a higher cost performance and service, which means that the product is competitive and is their direction.
At each construction site of Yezhifeng, there is a direct person in charge of the project as the project manager, who is responsible for dealing with all engineering problems in the construction. At the same time, there are also quality inspection personnel, designers to conduct regular inspections of the project, inspection personnel to conduct random inspections, and customer service commissioners to monitor the progress of the project and service quality in the form of a return visit, so as to understand the needs of the owner in a timely manner and complete the five-fold quality control of the project.
In addition, Yezhifeng also has the "Peak Nest System" APP, which can achieve seamless supervision of the whole process and process of construction, so that owners can know all the decoration processes of their homes anytime and anywhere through the APP, making the project more transparent. Coupled with the "clairvoyant" construction site camera, it is not limited by broadband WiFi, and can be remotely monitored in real time, so as to achieve 100% restoration of on-site construction, and timely find and solve the decoration situation.
In 2019, Yezhifeng launched the "Three Hearts Service", which includes a ten-year warranty, environmental protection and full butler. "Ten years warranty" means that the national warranty standard is two years for engineering and five years for waterproofing. The peak of the industry solemnly promises: the basic decoration project, the quality warranty for ten years; "Occupancy environmental protection" refers to the air treatment before the customer moves in, to give the customer an environmentally friendly and healthy home environment, to meet the environmental protection standards of the occupancy; A "full butler" is a person who provides a full range of services to customers throughout the renovation process. If the customer has any questions, they can directly inform the housekeeper, and they will be responsible for coordinating and solving.
It is precisely because of continuous efforts that on September 26, 2012, after a strict evaluation by a third party, Yezhifeng won the high-level standard - five-star service certification, thus becoming one of the few enterprises in the home furnishing industry that has passed the five-star service certification.
Practicing the "Three Ones" customer satisfaction has been greatly improved
In 2018, Ye Zhifeng learned Chinese culture and conscience, and understood that heaven and earth are one, and it is necessary to establish a heart-to-heart connection with customers.
To this end, Yezhifeng has launched the "Three Ones" practice measures:
First, inspect the construction site once a week. Zhang Jun, chairman of Yezhifeng, must spend an afternoon every week to personally lead a team to spot check construction sites across the country. The country's industry peak executives also have to do the same, go into the "fields", to contact consumers, inspect and inspect construction sites.
Second, meet with customers once a month. Every month, Zhang Jun has to meet a number of customers, Ye Zhifeng believes that customers are relatives, and complaining customers are nobles, which can reflect common problems, force Ye Zhifeng to progress, and drive their growth.
Third, hold a special meeting on customer issues once a week. Launched the chairman's personal *** Every customer who signs a contract with the peak of the industry and the all-inclusive circle can directly interact with the chairman through this ** dynamic incentive plan. Zhang Jun also presides over a first-class meeting every week to quickly solve problems for consumers in the first time, and must reply within 12 hours to protect the rights and interests of consumers.
In addition, Yezhifeng also learned from Didi Taxi, set up a system of "customer has the final say", visited every completed customer, listened to customer evaluation, and determined the income and promotion of employees; The selection of partners and business policies are also closely related to customer evaluation.
Through these measures, the overall customer satisfaction of Yezhifeng has been greatly improved, and the number of repeat customers has also increased significantly.
In the future, Yezhifeng will continue to improve service levels, strive to improve customer satisfaction, lead the progress of the whole industry, and make greater contributions to social progress.