after-sales service management system

1. Purpose

Improve after-sales service, improve customer satisfaction.

2. Scope of application

This system is suitable for the after-sales service of the products sold by the company.

3. Duties

3.1 sales department is responsible for after-sales service.

3.2 the relevant functional departments and workshops to cooperate with the sales department to provide relevant services.

4. After-sales service

When 4.1 users visit, send letters and call, they should register in the customer service registration book in time, fill in the "customer opinion" for customers' complaints, and answer customers' requirements immediately. The answer to major and difficult questions shall not exceed 4 hours.

4.2 key products, key customers, large-scale products and emergency accidents, after receiving the user's emergency repair notice, our company's service personnel will ensure that they will arrive at the scene within 4 hours in Taizhou and neighboring areas, within 24 hours in other parts of the country (within 12 hours), and within 5 days in traffic congestion and marginal areas to deal with problems until the fault is eliminated and the equipment is fully restored to normal use.

4.3 When the contract stipulates or the customer has requirements, the sales department should send personnel to coordinate the customer to do a good job in the installation of products, technical services or participate in the customer and the installation unit presided over the product installation quality acceptance and other work.

4.4 service personnel must:

A, carefully listen to and summarize the opinions and requirements of customers, make full preparations, formulate service plans when necessary, and strive to solve them once and for all;

B, when reaching or leaving the service place, should contact the minister in a timely manner, encounter major problems, should be timely to the minister for instructions, report or directly report to the company leadership, in order to maintain the best effect of a service;

c. Introduce in detail the installation, commissioning, use, maintenance and precautions of the company's products, so that customers can grasp the problems and important links in time.

D, fill in the "after-sales service report", and obtain the customer's opinion on the handling of the problem, after returning to the company to teach the minister to review.

E, for the need to provide further services or a service can not be in place, according to the situation, further implementation of services until customer satisfaction.

When 4.5 customer service requires the cooperation of relevant functional departments or workshops, the Sales Department shall make a written or oral request with its competent leader, and the relevant functional departments or workshops shall give priority to meeting and arranging.

The "three guarantees and one compensation" of 4.6 products and the supply of accessories. The content of "three guarantees and one compensation" is:

Package repair: before and after the product is put into operation, due to manufacturing reasons, may endanger the safe operation of the product, the implementation of package repair.

Package return: due to the failure to provide users with approved specifications and capacity of products in accordance with the provisions of the contract, the implementation of package return.

Replacement: users found that the manufacturing quality has irreparable defects before putting into operation, the implementation of replacement.

Compensation: compensation for large losses caused to users due to manufacturing quality problems shall be handled in accordance with the relevant provisions of the current regulations on the quality of industrial products.

4.6.1 For vulnerable parts, missing parts or unqualified parts during the "Three Guarantees" period of the product, the sales department shall fill in the picking list according to the delivery situation of the product, the opinions of on-site service personnel or the requirements of customers, and collect it from the relevant warehouse after being reviewed and signed by the person in charge of the production department. If there is no inventory, the supply minister or the production department shall be notified in time, and the principle of "customer before production" shall be followed. According to the requirements of customers, the accessories shall be delivered by appropriate transportation methods (express mail, railway transportation, special delivery, etc.) to meet the requirements of customers.

4.6.2 For the important parts within the "Three Guarantees" period, if the customer fails to pass the inspection, the original parts shall be exchanged in principle.

4.6.3 The supply of accessories during the "Three Guarantees" period shall be negotiated by the Sales Department and the customer, and shall be based on the principle of meeting the customer's needs.

4.6.4 When sending accessories, a departure permit must be issued and registered, indicating the sending place, product model, time, quantity and variety, and the relevant basis for sending, such as the stub of mail delivery, shall be kept.

The 4.7 Sales Department shall cooperate with relevant functional departments and conduct timely training for customers according to their requirements to guide customers to correctly use and maintain the company's products and listen to customers' suggestions and opinions.

The 4.8 Sales Department shall record and sort out the opinions of customers, the relevant quality information of the company's products, and the results of processing in a timely manner, and put forward suggestions for improvement after analysis, and report to the general manager or executive vice president.

4.9 establish customer service files and implement management:

4.9.1 Filing Scope:

A, customer visit registration letter calls and other original information;

B. Customer Opinion Registration Form

c. After-sales Service Report

D, accessories send registration and mail stubs, etc.

E, related service activities occurred in the contact list (including the company's various work contact list and to the customer's various letters, telex, etc.)

4.9.2 The summary and classification of service files shall be archived according to completeness and timeliness, and bound into volumes.