Chapter 1: After-sales summary time flies so fast that we can't catch up. The busy year is coming to an end again. With the expansion of the company's production scale, our after-sales team is also growing. The after-sales service system has also been continuously improved. After-sales service is a window to represent the company's image, a bridge to bring customers closer to the company, a good image of the company, a positive contribution and strong backing to maintain market stability, and a quick solution for dealers.
Since 20 1 1, our after-sales work has undergone a comprehensive reform, with more personnel in various positions and posts set up. After-sales service has established our after-sales service aim, service target, service efficiency and service principle in Tianjin. The requirements of after-sales service management are formulated. Better serve the market and customers, and establish a good corporate image for the company.
I. Responsibilities and contents of after-sales service work
Acceptance, processing, tracking and statistical analysis of user service information. Storage, identification and inventory of three-guarantee accessories. Responsible for the collection, reporting, handling and reply of major and batch quality accidents and general quality information in the market; Responsible for the management of the company's own spare parts warehouse, and the organization, storage, supply and distribution of spare parts for production, semi-production and discontinued models in the market; According to the national laws and regulations, combined with the requirements of the industry and the company, formulate a quality information feedback system, classify, count, analyze, transmit and report the three-guarantee label and return process according to the information category; Formulate the "Three Guarantees Replacement Standard for Accessories", and carry out ledger management, data analysis and return of old parts according to the recovery and return of accessories. According to the requirements of the after-sales business plan of the company and the headquarters, make weekly and monthly work plans, and carry out promotion and supervision as planned. Information transmission of statistical files of each batch of old and new parts II. Job responsibilities and contents of after-sales service personnel.
(1) Warehouse management and warehouse ledger background
1, responsible for the daily accounting management of purchasing, selling and storing of after-sales parts self-provided warehouse (new parts), three-guarantee returned parts warehouse (old parts) and Guangxuan product warehouse; {New parts (plastic parts, ordinary parts, black parts), widely publicize the detailed account of goods warehousing; Core issue/receipt ledger (core returned to company, core returned to warehouse or returned to supplier)
2. At the beginning of each month, analyze, transmit and report the quantity and variety data of new and old accessories and promotional items.
4. Information transmission (customer calls, purchases) for the procurement, sales and storage of advertising products.
5. Strictly implement the company's rules and regulations and departmental management system, obey the superior leadership and accept supervision, and complete the tasks deployed by the superior on time with good quality and quantity.
6. Strictly implement the "parts warehousing process", count the data on the delivery note one by one, and carefully check the quality and specifications of the parts. Ensure that no defective parts are put into storage. Make a daily record card.
7. All accessories in the warehouse must be placed in a clear hierarchy. Accessories with different models, specifications and colors should be placed according to the utilization area of the warehouse, and the position, positioning and identification should be clearly defined in strict accordance with the "5S" standard; Ensure visual management.
8. Warehouse accessories are managed and maintained according to "three cleanings, three defenses and one protection": cleaning, sweeping and cleaning; , rust prevention, fire prevention and theft prevention; Protect accessories from damage.
9. Deliver the goods according to the specifications listed in the "Picking List", and adhere to the principle of "Do not leave the warehouse if the goods list does not match, and do not leave the warehouse without the bill" to prevent leakage, mistake, shortage and mixing. Pickers are forbidden to take it without permission. Handling accessories.
10, weekly inventory report and monthly inventory report should be "closed on a daily basis" to ensure the consistency of accounts, cards and materials, and actively check the reports with the financial department. Provide details of warehousing and warehousing at any time, account records of merchant accessories distribution, and accept financial supervision and spot checks.
1 1, work actively, have a correct attitude, and resolutely complete the tasks assigned by the temporary leadership department without taking any responsibility.
What's the excuse for procrastination? Colleagues help each other and work as a team. It is forbidden to pull relationships. Engage in gangs and individualism.
12, on-the-job, it is forbidden for any idle personnel to enter the warehouse, and it is not allowed to give the warehouse key to others for accessories at will.
(2) backstage
1. Receive, check, open the manual and deliver the dealer's spare parts order documents.
2. Count the missing parts of each batch of dealers, make docking purchase and follow up.
3. Transfer of relevant information within the company (product information, technical improvement information, parts information, accounting information)
4. External information transmission of the company (market quality information, peer information, logistics information, new product information, etc.). )
5. Follow-up after communication and information transmission among various departments.
6, the dealer between the old and new accessories accounting treatment, monthly check, dealer arrears recovery.
7. Information transmission of each batch of new and old statistical documents.
8. Detailed statistics of each batch of three-package cores and delivery of expense documents
9, daily work release handover management
(3) Distribution of accessories
1, pick up the back office manual document and open the picking list.
2. Assist the delivery personnel to the warehouse or get spare parts from the spare parts warehouse.
3. Receive the customer's delivery list of Guangxuan products and receive Guangxuan products.
4, according to the packaging standards, accessories (advertising products) packaging and distribution, logistics handover procedures.
5. Deliver information about consignment and on-board distribution (deliver it to the dealer for tracking and receiving, and deliver it to the back office accounting)
6. Responsible for the organization and supply of all kinds of difficult accessories for new models, production models and discontinued models of the company;
7. Responsible for the return of core components that do not meet the company's three-guarantee standards after the three-guarantee appraisal;
(4) Three Guarantees Appraisal
1, market return core transfer, inventory counting and identification
2. Process information transmission (merchant objection communication, warehouse management scrap details docking, back office scrap details docking, cost docking)
3. Summarize, sort out, analyze and report each batch of returned parts.
4. Each batch of core should be returned to the warehouse (or to the supplier).
5. Send the accounting information of each batch of three-package core to the dealer.
6. Statistics of three-package returns in ten weeks and months.
7, according to the three guarantees standard to do a good job in the distribution of three guarantees identification guidance.
Three. Defective parts delivery rate of production and shutdown models
The delivery rate of missing parts for production and discontinued models is very low. At present, there are 55 models in after-sales service (not including recent models). The delivery completion rate of 18 parts in production is 100%. Of the 36 models that have been discontinued, 1 1 models that have been discontinued for more than 2 years have completed 80% delivery completion rate. Accessories for 6 models (Flying Tiger, Husai, golden phoenix, Ford, Dalangxing and Xiaobawang) have not been purchased.
The above is all the work and related matters after the reform. The close cooperation of various positions has reduced our customer complaint rate to the lowest point. We will strictly implement after-sales service management and make contributions to the development of the company. Service tenet, service goal, service efficiency and service principle are the standards and foundations of our service.
Summarize the gains and losses of this year's work. We will make persistent efforts and serve sincerely, and create brilliant achievements on 20 12.
Chapter II: After-sales Service
After-sales policy:
After-sale door-to-door customers submitted a return application due to quality problems, which passed the examination. Within the scope of Huiwanjia's self-operated distribution, Huiwanjia provides free pick-up service. Except for statutory holidays, power outages, weather and other force majeure situations. However, according to the law and the nature of the goods, the following goods have no right to return "policy: (1) Consumers order goods;
(2) Fresh and perishable commodities, such as flowers, green plants, fruits and vegetables, low-temperature dairy products and quick-frozen foods. ;
(3) Digital commodities such as audio-visual products and computer software downloaded or unpacked by consumers online; (4) Newspapers and periodicals delivered;
(5) Edible commodities, such as food, health products, beverages, medicines, alcohol, milk powder, baby food supplements, etc. ;
(6) Precious commodities, such as diamonds, precious metals, watches, jewelry, luxury goods, etc. ; (7) Personal care and personal articles, such as family planning articles, beauty care, underwear, close-fitting socks, etc. ;
(eight) virtual goods, such as gift cards, mobile phone recharge, game cards and other recharge goods, as well as tickets, air tickets, travel packages and other one-time consumer service goods; (9) Special commodities, such as mobile phones, second-hand products and processed products contracted by operators; (10) Other commodities that are not suitable for return according to their nature.
Price protection:
How to calculate the payment amount of price protection?
Can I apply for price protection for multiple price reductions?
The price of the same commodity on the PC side and the client side is different. Can I apply for price protection? Do self-operated commodities in JD.COM participate in price protection? What is the price protection of household appliances? Matters needing attention in price protection
Abnormal price (the order price does not match the webpage price). What should I do?
Refund instructions:
1. As the source of quick payment is credit card payment, the order for quick payment only supports the original refund, not the return of balance.
2. Orders for company transfer or cheque payment need to be confirmed with customer service personnel before company transfer. At present, JD.COM only supports returning the company account originally paid by the customer. Please forgive the inconvenience.
3. The refund will be paid by JD.COM Card /JD. COM E card cannot be directly converted into cash, and will be returned to your JD.COM card/JD.COM. COM E card takes about 1 working day.
4. If the refund amount is 65,438+0,000 yuan or less, you can choose to refund the balance of JD.COM, and the refund will be received immediately.
5. Due to the upgrade of the banking system, the bank card refund service does not support credit card refund.
Return: Cancel the order:
How can I check whether my order was successfully cancelled?
Enter My Order to check the status of your order, and the status of cancelled orders is displayed as cancelled.
Can I cancel the order? How to cancel? How to operate?
(1) For a cash on delivery order, the order is in a suspended state. You can click the order directly to view the details. There will be a Cancel Order button in the upper right corner, and then click Cancel Order. If the goods have been packaged and shipped, and the order cannot be cancelled, it is recommended that you directly reject the goods;
(2) To pay the order online, you can directly click the Cancel button at the back of the order, and then apply.
Just ask for a refund. If the goods are delivered in the future, I suggest you reject them directly. note:
For the cash on delivery order, if an ID account is used more than 1 time in a month or more than 3 times in a year, there is no reason not to accept our delivery, and our company will deduct 500 green beans from the corresponding ID account as the freight; The calculation method of time is: after the order is successfully submitted, 30 days are counted forward as one month, and 365 days are counted forward as one year, excluding natural months and natural years.
The order has been cancelled. I still want it. Can you send it again? Once the order is cancelled, it cannot be resumed. I suggest you place an order again. After the order was submitted successfully, the price of the goods has been reduced. Can you refund the difference to me?
With the fluctuation of market prices, commodity prices in JD.COM change every day, such as price increase, price reduction or preferential treatment.
If the commodity price changes after placing an order, you can click "Apply for price protection" to apply. After successful price protection application:
If the order is prepaid, the system will automatically refund the difference after the order is completed; If the order is cash on delivery, you can pay the applicable price when you receive the goods. If the application for price protection is unsuccessful, contact customer service to help you deal with it. Note: Please read the application conditions of price protection before applying for price protection.
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