ppirc.com

“空调不制冷，打了电话制造商数目每个服务承诺及时派代表修复。但每一次，不应该最终解决问题。”最近，江小姐北京消费者面临表明自己的空调无奈看看。几天前，在接受本报采访的专家指出，维修质量差是一个重要的家电服务的投诉热点，这主要是由于目前的家电维修服务员工质量低，是培训不专业，不系统，技术水平不高。

●在人员素质偏低，纠纷而引起的

，根据“新闻午报”报道，75岁的吴奶奶花在去年5月，于1899年美元的电子商店购买松下空调。今年不制冷的问题。吴奶奶电话松下修理。第一次维修工人说，他也许看到了半天的压缩机损坏。第二天又来到维修工人，在核实后说缺少制冷剂，而是添加或不追求制冷。第三个维修工人检查门三小时后告诉老人，可能是初始安装是不正确的，但最终失败了。事实上，

维修质量差，由于电器及消费闹心不能错过的是奶奶，北京市丰台区维修服务行业协会表示，秘书长梁生荣，空调管应比室内机低，如果室内平面平行或高于室内机会导致冷凝水回到了房间，和有经验的工人安装空调一般没有这样的问题，但该协会收到任何类似的投诉和几个。而前不久在上海的市场研究中心和上海家用电器行业协会，上海电子产品维修服务协会在2007年在上海家电市场调查显示，经过必要的修理设备故障有关问题多次，占总25％的投诉，而有关的维修质量维修数量。中国家电维修

协会郭赤兵说，服务雇员人数修理的培训质量低不专业，不系统，技术水平不高。一些生产厂家维修网络招聘上岗培训后，农民工容易，青少年在社会上，只要出了专业化，标准化的问题，产生于层出不穷的售后服务问题。尤其是在销售旺季，或者与修复高科技新产品质量问题更为突出。

●执业改善低质量的影响阈值

中国电子商会消费电子产品服务的专业委员会周小川说，随着产品的功能升级，技术不断提高复合材料的技术维修人员的要求越来越全面，跨类复合材料修复，目前家电维修服务，一种趋势。例如，以前的视频设备维修的要求掌握电视机，录像机，摄像机等产品维修技术，音响设备维修人员掌握，如技术维修收录机，音响产品的要求。与CD，VCD，DVD和其他产品问世，视频设备和音频设备已分不清楚的界限，在家电类，有视频设备，音响设备，统称为视听设备。郭吃冰

认为，随着高科技家电依靠简单的看过去增加了，听，触直觉判断，或通过带徒弟的教学经验，掌握方法，故障排除的职业生涯并没有重新适应今天的家家电维修服务行业。然而，中国家电维修行业从业门槛不高，普遍偏低，维修人员的素质也是一个不争的事实。

的中国家电维修协会的有关调查显示，目前第一线的维修服务人员，低于全国高中阶段教育的人员占八成。在一家电维修业务的招聘广告数量问网上找到了专业，学历大多数，工作经验，甚至没有这样的要求，企业已要求是中学的学历，两家公司已要求多一年工作经验。只有北京科技发展有限公司红星上本科生的维修要求明确标示的招聘广告，但该公司的有关人员告诉记者，他们的维修业务，主要是为专业视频设备，如收音机和电视设备，而不是一个普通的家用电器，一般家用电器维修人员根本无法做。

●低人才维持治疗

很难留在今年3月，家电维修行业在武汉市管理处（以下简称管理处）发布的信息：在城市安装维修人员在紧急情况下，用具招募的紧急维修工程安装。这是武汉市连续两年的问题是一样的紧迫性。管理的熊振邦主任办公室说，城市应有的维修安装大约1.2万人，根据当时的统计，武汉家电维修工程，安装1000余人的数字鸿沟，现在空调安装和维修保养季节，家用电器维修安装工作将有更大的差距。

周文重指出，近两年来，销售继续增长，但由于销售价格基本保持不变。在销售收入的一定比例提取企业的年度支付在服务期间的维修费用。不过，由于销售增长，公司前几年盲目修理期间的承诺，允许企业在本年度修复期，保持产品的社会拥有量的急剧上升。这意味着在每个服务的成本的产品份额显着下降。十一个单一服务的成本无法修复该部以促进发展规模几美元，这是非常困难的，甚至生存，将无法吸引最优秀的技术人员。

此外，还有一些企业拖欠处维修服务费，或产品，配件等，以抵销服务费，在税务处修理，工资低造成的不应该按时支付。中国家电维修协会的调查表明，低工资的雇员绝大多数，工作时间长是最不满意的。据了解，移徙工人肯吃苦，愿意作出努力，学习一门手艺，已成为家电维修市场。郭吃冰

表示，熟练的维修高端需要约10年的技术培训和高强度，低收入水平和社会地位，质量要求高的专业电子产品的积累，以及恶劣的工作环境，不能吸引优秀的技术人员和维修人员也表现出季节性和流动性特点，在淡季明显的维修人员时，常常被无薪停职回家，工作人员的流动，不利于人才的培养。人才不足，不仅造成消费者的问题，售后服务，而且还影响到品牌和声誉的销售。

●培训模式必须改变

在中国的家庭被家电维修服务行业，遗产是主带徒弟制度。随着高家庭科技含量“电器继续增加，那些谁维修’老将的这一技术还没有跟上技术更新的周期，怎么能培养一个徒弟的主人？”郭赤兵说。

中国家用电器维修协会一旦国家进行了30多个职业技术培训学校现有的主要家电维修培训，进行调查。结果表明，现有的培训设施，教学人员和设备的落后至少10年，尤其是高端产品维修和技术培训材料的技术发展水平滞后。此外，家电维修行业，在后续人员培训，现有职工刻苦训练，因为在处理大量流失，太低，缺乏稳定性。

员工培训企业非常重视，不仅必要，而且必要的政策支持，梁生荣说，加装空调维修一直是消费者投诉热点“的房间空调器安装规范”的颁布和实施，协会2001年和2002年已培训200多人，但由于主管部门缺乏，这个问题并没有采取后续行动。

的中国家用电器协会，刘告诉记者，以加强对从业人员的培训提高素质的重要途径。前劳动和社会保障部曾计划成立的家电维修中心和家电维修人员的培训已经进行训练标准，出版培训材料，但没有介绍它。

总结

服务耐心，需要仔细和创新

从6月4日起，我们推出后的一系列报告的起源问题的家电，售后服务家电服务及其原因进行了研究和讨论。虽然这一系列报告已开通了7个，但只有在这一问题开辟了家电的冰山一角。

采访，中国家电维修协会的专家说，中国家电维修高达1000.00亿元，在未来10年的市场规模，中国的家电行业和市场将是“缩小差距产品，服务扩大差“的趋势。服务用户的要求越来越高，对服务的需求范围也越来越广泛，使得家用电器售后服务成为一个极有希望的产业。比家庭的电器的市场空间售后市场的销售家用电器。

我们高兴地看到，近年来，家电行业，作为企业营销的主题是逐步取代，如一系列的非理性竞争的价格竞争，投机的概念，事件营销。服务与行业竞争日趋成熟，日趋合理和完善。但是，我们不无遗憾地看到，当前的家电服务行业还有很多不完善之处。

与其他手段的竞争，服务所要求的质量和能力，以更高的销售企业。价格战往往是利益在，只要平衡的规模和利润可以落实企业的经营费用成本。市场营销的概念炒作和事件的计划刚刚成立了一个很好的球队。然而，服务营销要求企业必须要建立一个完善的销售服务网络，配置专业的售后服务人员和系统，以及支持服务行业的经营模式设置。这就要求企业有足够的资金和规模的支持，而且前脸，对产品质量的稳定销售，在复杂流系列技术领先。可以说，售后服务是最能体现一个企业综合通讯能力。

企业对售后服务不得半点虚假的，无论是在网络建设，人员培训或应坚实，稳定的促进，并最终服务的具体体现。因此，服务为基础，以加强企业的竞争力，是最稳健的做法。服务营销，没有捷径可去，就需要让我不仅对企业的耐心，细致，务实的建设发售，潜心训练，而且也是必要的，人，人，我有优质的服务努力的独创性。

Low quality of the dispute sparked the sale of household electrical appliances repair service personnel to be loopholes

“Air conditioning is not cooling, playing a number of phone manufacturers every service commitment to promptly send a representative to the repair. But every time, should not ultimately solve the problem.” Recently, Miss Jiang Beijing consumers face showed its own air-conditioning a look of helplessness. A few days ago, the experts in an interview with this newspaper, pointed out that the poor quality of repair is a major household appliance service complaint hot spots, and this is mainly due to the current appliance repair the low quality of service employees, are trained not professional, not systems, technical standards are not high.

● low quality of personnel disputes triggered

, according to “新闻午报” reported that the 75-year-old Miss Granny flower in May last year, 1899 dollars on an electronics store to buy a Panasonic air-conditioning . This year not to refrigeration problems. Miss Granny phone call Panasonic repair repair. The first time a maintenance worker, said that he might have read a half-day compressors are broken. The next day came another maintenance worker, said after checking refrigerant are missing, but to add or not to go after the refrigeration. The third maintenance worker checked the door three hours later told the elderly, may be the initial installation is not correct, but ultimately failed. In fact,

repair due to poor quality appliances and consumer闹心not Miss a Granny, Beijing Fengtai District repair Service Industry Association, said the Secretary-General Liang Shengrong, air-conditioning pipes should be lower than indoor unit, if the interior plane parallel to or higher than indoor unit will result in condensed water back into the room, and experienced workers have installed air-conditioning is generally not such a problem, but the association received any similar complaints and a few. And shortly before the market research center in Shanghai and the Shanghai Household Appliances Industry Association, Shanghai Electronic Products Maintenance Services Association carried out in 2007 in Shanghai appliance market survey shows that about appliance malfunction several times after the necessary repair the problem, accounting for a total of 25 complaints %, while the number of repair related to the quality of repair. Chinese household electrical appliance repair

Association Chibing Guo said that the number of Service employees repair the low quality of the training is not professional, not the system, technical standards are not high. Some manufacturers repair network to recruit migrant workers, young people in society after the induction training easy, simply out of the question of specialization, standardization, after-sales service problem arises from an endless stream. Especially in the sales season, or relate to repair high-tech new product quality problems more prominent.

● practitioners improve the quality of the threshold of the low impact

China Electronic Chamber of Commerce, consumer electronics service professionals Commission Zhou said that with the upgrading of product functionality, technology constantly improve composite request technical maintenance personnel have become increasingly comprehensive, cross-category composite repair is currently the home appliance repair services, a trend. For example, previous video equipment repair requirements are master televisions, video recorders, video cameras and other products repair technology, audio equipment maintenance personnel are to master the requirements of radio cassette recorders, audio products such as technical repair. With the CD, VCD, DVD and other products come out, video equipment and audio equipment has been poorly demarcated boundaries, in the home appliances category, has video equipment and audio equipment, collectively referred to as audio-visual equipment. Guo Chibing

think, with the high-tech home appliances increased, in the past relied on simple look, listen, touch intuitive judgments, or through train an apprentice teaching experience master approach to troubleshooting career path has not re-adapt to today’s home appliance repair service industry. However, practitioners of Chinese household electrical appliance repair industry threshold is not high, generally low quality of maintenance personnel is also an undisputed fact.

Association of Chinese household electrical appliance repair related survey shows that the current first-line repair service personnel nationwide and below high school education accounted for八成staff. Journalist online at a number of household electrical appliance repair business recruitment notices, found the majority of professional, academic qualifications, work experience or even no such requirements, an enterprise has the academic qualifications required are middle school, the two companies have asked for more than one year work experience. Only Beijing Science and Technology Development Co., Ltd. Hongxing up notices on the recruitment of undergraduate repair requirements clearly marked, but the company’s relevant staff told reporters that their repair business is mainly for professional video equipment such as radio and television equipment, rather than an ordinary household electrical appliances, general household appliances maintenance staff simply can not do.

● maintenance treatment of low talent

hard to stay in March this year, home appliance repair industry in Wuhan City Management Office (hereinafter referred to Management Office) released information that: the city maintenance personnel to install appliances in an emergency, the recruitment of emergency repair works to be installed. This is the issue of Wuhan City for two consecutive years been the same urgency. Management Office of the Director of熊振邦said that the city required the installation of maintenance around 12,000 people, according to figures at that time, Wuhan appliance repair works to install the digital gap in more than 1,000 people, and now air-conditioning installation and maintenance season, home appliance repair installation workers will be greater gaps.

Zhou pointed out that the last two years, sales continued to grow, but because sales prices remained basically unchanged. Annual extraction enterprises in a fixed proportion of sales revenue to cover repair costs during the period of service. However, sales growth, and corporate commitments in previous years blind repair period, allows businesses to repair the current year period to maintain the volume of products that society has risen dramatically. This means that the share of products in each service costs fall significantly. Ten a few dollars of the cost of a single Service can not repair the Ministry to promote the scale of development, it is very difficult even to survive, it will not be able to attract the best technicians.

In addition, there are some enterprises in arrears Services Department service charge repair, or products, accessories, etc. to offset service charges, resulting in the Department of Revenue Services repair low wages should not be paid on time. Chinese household electrical appliance repair Association survey shows that the vast majority of employees on low wages, long working hours are most dissatisfied with. It is understood that migrant workers are willing to endure hardship, are willing to make an effort learning a craft, has become a household electrical appliance repair market. Guo Chibing

express, skilled repairs to high-end electronic products required about 10 years of technical training and the accumulation of high intensity, low-income level and social status, high professional quality requirements, and poor working environment can not attract good technical personnel, and maintenance personnel have also demonstrated a seasonal and liquidity characteristics evident in the off-season when the maintenance staff often were suspended without pay to go home, the mobility of staff is not conducive to the cultivation of talents. A lack of talent not only to cause problems for consumers, after-sales service, but also has affected the sales of brand and reputation.

● training model must be changed

has been in China’s household electrical appliance repair service industry, heritage is the master train an apprentice system. “With the high-tech content of household electrical appliances continues to increase, those who repair ‘veteran’ of the technology has not kept pace technology replacement cycle, so how can train an apprentice of the master?” Chibing Guo said.

China Household Electrical Appliances Association for repair once the country to carry out the existing major appliance repair training by more than 30 vocational and technical training school to conduct an investigation. The results showed that the existing training facilities, teaching staff and the level of technological development behind appliances at least 10 years, especially high-end product repair and technical training materials lagged. In addition, the appliance repair industry, the lack of stability in the follow-up personnel training, existing employees trained hard, because of substantial loss of the treatment is too low.

staff training enterprises attached great importance not only necessary, but also the necessary policy support, Liang Shengrong said that the installation of air-conditioning repair has been a hot consumer complaints, “the room air conditioner installation norms” promulgated and implemented, the Association 2001 and 2002 has trained more than 200 people, but due to the lack of competent authorities, the matter was not being followed up.

the China Household Electrical Appliances Association, Liu told reporters in to enhance the training of practitioners improve quality are an important way. Before the Department of Labor and Social Security had planned to set up the training of home appliance repair centers and appliance maintenance personnel have been out training standards, published training materials, but it failed to introduce it.

concluding remarks

Service patience required careful and innovative

from June 4 onwards, we introduced the issue of home appliances after Origin of a series of reports, after-sales service of household appliances and its causes were investigated and discussed. Although this series of reports has launched seven, but only after the issue opened a home appliance tip of the iceberg.

interview, Association of Chinese household electrical appliance repair experts said that China’s household electrical appliance repair market size of up to 100 billion yuan in the next decade, China’s home appliance industry and market will be “narrowing the gap Products, Services to widen the difference “trend. Service users are becoming more demanding, the scope of the demand for services has become an increasingly widespread, making household appliances after-sales service into a highly promising industry. Household appliances than the aftermarket sales of household electrical appliances market space.

We are pleased to see that in recent years, household electrical appliance industry to serve as the theme of Enterprise Marketing is gradually to replace the price competition, the concept of speculation, event marketing, such as a series of irrational competition. Service competition with the industry is maturing and becoming more rational and perfect. But we are not without regret to see that the current appliance service industry there are still many imperfections.

compared with other means of competition, service marketing enterprise with the required quality and capacity to much higher. Price war is often the cost of benefits at the expense of the operation of enterprises as long as the balance scale and the profits can be implemented. The concept of marketing hype and events planned just set up a good team. However, service marketing requires enterprises must set up a comprehensive after-sales service network, configuration of professional after-sales service staff and system, as well as a set of support services industry operating model. Which requires businesses to have adequate funding and the scale of support, but also the face of pre-sales of the product quality stability, the technology leader in a series of complicated flow. It can be said that after-sales service is the most be able to embody the power of an enterprise integrated link.

enterprises are for after-sales service may not be the slightest bit false, whether it is the building of networks, or training of personnel should be solid and steady promotion of, and ultimately in the specific service reflected. Therefore, to serve for the foundation to enhance the competitiveness of enterprises, is the most prudent way. Services marketing, there is no shortcut to go, it needs not only of enterprises patience, careful, pragmatic construction outlets, with great concentration on training, but also necessary in people have me have, people I have superior service efforts originality. (07-7-24)

Tags: appliance, household, repair, service