Enterprise purpose: technological innovation, serving the society
Core concept: Focus on customer needs and enhance customer value
Work attitude: humble, pragmatic and dedicated
Service criterion: customer satisfaction is paramount
The ultimate goal of after-sales service is customer satisfaction. Good after-sales service is a key factor for an enterprise to occupy the market and win customers. In order to improve our current after-sales status, the special requirements are as follows:
1. After-sales service personnel must be familiar with the company's products, and learn and update their technical knowledge in time;
2. Strengthen communication with client leaders, publicize the company, and maintain the company's image;
3. Obey work arrangements, have a strong sense of time and a strong sense of work responsibility. Work is planned and efficient;
4. When receiving questions from customers or company customer service personnel, you should first call to understand the situation and make preparations (including tools, accessories, maintenance quotations, etc.). If you directly receive repairs from customers, you need to notify the company's customer service center to file the repair information; (Tel: 400-162-0008, 0527-88018861/2/3 or 18652703356 Guo Xiaofeng, fax: 0527-88751678)
5. After the company's customer service center confirms the service charges and other information with the customer, arrange after-sales personnel to solve the problem on site;
6. Maintenance personnel pay attention to appearance, etiquette, enthusiasm and patience when going out for service, and can give customers reasonable suggestions on product use and maintenance. After the repair is completed, the "After-sales Service Record Sheet" must be filled in in detail, and the customer must sign for confirmation. A return call is required within 3 days after the repair is completed to confirm the repair result;
7. If the service cannot be provided or completed on time due to objective reasons, it shall make a record and timely feedback to the department manager or relevant supporter, solve the problem collaboratively, and explain to the customer patiently at the same time;
8. If it takes time to purchase spare parts or return spare parts to the factory for repair, you need to communicate with the customer to make an appointment for repair time. At the same time, the parties should track the maintenance results in time to ensure the maintenance cycle;
9. When the problem cannot be solved in time due to the lack of cooperation of the customer, it should be reported to the account manager and department manager in a timely manner, and the problem should be coordinated and communicated to meet the customer's needs;
10. All after-sales service materials handled need to be emailed to the company's customer service center for unified management;
11. No less than three customers return visits every month to learn about product usage and other information, and make return visit records;
12. Fill in the work log carefully and hand it over to the department manager in time.