Customer First, Service Foremost

Service is the extension of products and the guarantee of brands

On June 6, 2020, in the multi-functional hall on the 6th floor of the company's administrative building, focusing on the operating values of Zhejiang Benefit Pharmaceutical—"Customer First, Result-Oriented, Embracing Change", the first phase of the "Customer First" themed training was carried out for the management and business teams. Mr. Zhang Feng, former Chairman of Zhejiang Int'l Biological Products Marketing Co., Ltd., was specially invited to deliver the first lecture on corporate operating values.

With the theme of "Customer First, Service Foremost", Mr. Zhang Feng pointed out in this training that "corporate service takes customer first as its tenet, enabling employees to find joy in service work!" Service starts from customer needs, exceeds customer expectations, and ends with customer satisfaction!

The training adopted the form of interactive teaching and group formation, combined with case analysis, and conducted in-depth discussions around three topics: "What is a customer, meeting the needs of external customers, and shaping internal customer service". Future enterprises will compete not in commodities but in services. Throughout the training, Mr. Zhang Feng cited his own service cases in his career, making an intellectual training vivid and lively. Members of each group actively thought about customer service content during the training, cited touching service details they encountered around them, and strived to combine the training content with practice in future work, improve service awareness, optimize service methods, maximize the satisfaction of internal and external customers, and elevate customer service to a new height.

The training pointed out the three levels of "customer first" service: first, the foundation—focusing on customers (ensuring the attitude towards customers); second, the improvement—serving customers (paying attention to the cultivation of service skills); third, the effect—moving customers (service innovation and continuous improvement and enhancement). To retain customers, it is not only necessary to provide service but also meticulous service that can bring surprises, so as to move customers and retain them.

Through this training, each trainee gained a new understanding and breakthrough of "customer first". After the training, everyone spoke enthusiastically, summarized the knowledge learned in the meeting and how to do a good job in customer service in the later period, and made sure to implement "customer first" in practice, forming standardized, institutionalized and procedural services.

Wu Lihua, Chairman of Zhejiang Benefit Pharmaceutical, stated regarding this training:

Customers' affairs are the most important things!

"Customer first" is the eternal service and the sense of responsibility in everyone's heart!

Chairman Wu Lihua pointed out the three key points of doing a good job in "customer first" service: "heart, words, actions", namely "attitude, language, action". Guided by these three key points, he required all managers to carry out "customer first" learning and training within their departments and implement them into the company's customer service system activities.

Only by doing things with dedication can we achieve success; only by serving with dedication can we retain customers. Focus on operation and service business! Fully practice the core operating values proposed by the company in 2020: Customer First, Result-Oriented, Embracing Change! Remember the Benefit spirit, practice the Benefit culture, and be a reliable Benefit person with dedication, thinking and action.