I. General principles
1. In order to strengthen the after-sales service of the company's products and commodities and promote the realization of the customer satisfaction policy, these measures are formulated.
Second, the management system
1. The marketing department of the company has special after-sales service posts and institutions.
2. The company's after-sales service organization is responsible for collecting customers' (users') opinions on the company's products and commodities, accepting complaints, returning goods and managing the maintenance of accessories.
3. The company can set up a professional after-sales service team, or designate special service providers and repairers.
4. If the company appoints a special service provider or repairer, it shall sign an entrustment agreement or contract with it; The service to customers (users) cannot be affected by improper connections and disputes between the company and special service providers.
Third, customer comments and complaints.
1. The company receives service consultation, feedback and complaints from customers and consumers through public service (hotline) telephone, e-mail or other means.
2, service receptionist after receiving professional training, can see the wind make the post. Customers and consumers should not be ignored in the reception process.
3, for every call, letter, visit, the receptionist should be detailed records, fill in the relevant registration form, according to the provisions and division of labor to the relevant units and personnel. Emergency should be reported in time.
4. The company has established a complaint system. The customer should complain to the direct superior of the company party or directly to the company leader.
5. Accepted opinions and complaints concerning product quality and function should be sent to R&D, design or production and technical departments for handling.
6. Accepted opinions and complaints involving damaged or deteriorated product packaging shall be sent to the storage and transportation department for handling.
7. Accepted opinions and complaints involving poor attitude and inadequate due diligence of the company's marketing, installation and after-sales service personnel are sent to the marketing department for handling.
8. When accepting opinions and complaints involving middlemen and retailers, we should coordinate and communicate with them in time.
9. Major problems existing in the company's products, goods and services, crises that may occur or affect the company's reputation, media exposure and legal proceedings are all listed as priority disposal items of the project. If you are not satisfied with the handling of many complaints, it will be promoted to case handling.
10, the company will give a timely and satisfactory reply to every call, letter and visit. Reward valuable opinions and suggestions.
1 1, customers' opinions and complaints, as one of the basis for evaluating the performance of relevant departments and personnel.
Fourth, return goods.
1. According to the relevant laws and regulations of the government to protect consumers' rights and interests and commodity trading, the company formulates specific provisions for the return of products and commodities.
2. The specific provisions for the return of products and commodities of our company are clearly stated in the sales place and contained in the product description materials.
3. The company formulates a specific return and exchange workflow and trains relevant personnel to be familiar with the rules.
4. The warehouse, transportation, finance, manufacturing and other departments of the company provide support and cooperation for the return and exchange, and seamlessly link up the workflow.
5, find out the reasons for the return, shall be investigated for the responsibility of the departments and individuals that caused the reasons, and as one of the performance appraisal basis.
Verb (abbreviation for verb) maintains service.
1. The company determines the warranty period and guarantee period of its products and commodities according to relevant government regulations and industry practices. In a product or commodity, different parts have different warranty periods, which should be explained.
2. The product description materials shall include the shelf life and shelf life of the company's products and commodities. If the warranty period changes due to promotion and other reasons, the company shall promptly notify the after-sales service department.
3, the company's after-sales service category is:
1), free service. There is no post-service fee for the maintenance service within the warranty period.
2), paid services. For the maintenance service outside the warranty period, the service fee shall be charged appropriately.
3) Contract services. Provide services according to the special maintenance contract signed between the company and customers.
If the same product or commodity and different parts have different warranty periods, the maintenance service shall be charged separately.
4. The company's maintenance personnel can only take up their posts after passing the training or obtaining the post qualification certificate. The company encourages maintenance personnel to improve their maintenance skills through various forms.
5. The service receptionist of the company should record the customer's name, address, contact number and product model in detail when receiving maintenance calls and letters, and try to find out the existing problems and faults. After the above contents are registered, they will be sent to the service department for processing.
6. After receiving the maintenance report, the maintenance supervisor makes a preliminary assessment of the failure phenomenon and dispatches appropriate maintenance personnel to take charge of the maintenance.
7. Maintenance personnel should wear the company number plate or show relevant certificates to enter the customer's premises, and try to bring relevant maintenance tools and spare parts.
8, maintenance personnel such as door-to-door maintenance, the company should assist its commodity transportation, transportation costs in accordance with relevant regulations.
9, maintenance personnel should be careful service, not to the customer card, take, eat, want, to take care of the customer's home or office environment, shall not damage other items.
10. If it cannot be repaired at the customer's place, a receipt shall be issued to the customer and registered in the company's import and export commodity book. After maintenance, you should ask the customer for a receipt and ask him to sign the maintenance dispatch.
1 1. If the maintenance service fee is charged, it shall be declared to the customer in advance and the maintenance items, fee standard table and cards shall be presented. After the maintenance is completed, the settlement fee, the lower fee can be collected on the spot, and the money will be sent to the finance department to reissue the invoice; Otherwise, there will be additional charges after the invoice is issued.
12. After each maintenance, the repairman submits the work order, and the supervisor evaluates the maintenance time and quality. All kinds of maintenance should be completed within the time limit promised by the company.
Six, spare parts and maintenance tools
1. The company shall set up a special after-sales service spare parts warehouse.
2, spare parts management in line with the principle of timely, appropriate and appropriate quality. According to ABC classification, all spare parts are classified into Class A, Class B and Class C for effective management and reasonable procurement and inventory planning and control.
3. The management, delivery and receipt of spare parts warehouse can refer to the Management Measures for Materials and Finished Products Warehouse.
4. The company can store a certain amount of substitute goods in the spare parts warehouse. During the maintenance of customers' goods, use this substitute instead of faulty goods to do work for customers, and the repaired substitute will be taken back to the warehouse.
5. The testing and maintenance equipment and tools required by the company's after-sales service are included in the company's fixed assets account. The company should invest in appropriate inspection and maintenance equipment and tools to improve the service hardware level.
6. Maintenance personnel can be equipped with special inspection and maintenance equipment and tools, which will be kept and used by individuals after registration. Equipment and tools shall not be used for personal use, and shall be compensated after being lost or damaged (except for normal wear and tear), and shall be handed over when being transferred from their posts. If valuable tools are lost or damaged normally, a report shall be submitted to explain the reasons.
7. After the after-sales service department makes inquiry, pricing and statistics on the procurement of inspection and maintenance equipment and tools, it will be purchased by the purchasing department after being approved by the finance department and the supervisor.
VII. Data management
1. In order to improve the information guarantee ability of after-sales service, the company's after-sales service department should establish a complete and practical maintenance data system.
2. Technical manuals, parts manuals, parts price lists, technical charts, technical specifications, technical publications, reference books, etc. Articles needed for the company's products and commodities shall be collected and kept by designated personnel.
3. Pay close attention to the publishing trends of technical materials. If business needs it, you can apply for it as soon as possible. Information borrowing management can refer to the company's books and materials management methods.
4. The inspection and maintenance instruction manual of the company's products compiled by the company should be sent to all nodes of the maintenance network in time, and necessary maintenance training can be carried out.
5. All information related to the company's technical secrets shall be properly kept, and the maintenance personnel shall not disclose it.
After-sales service plan (2)
General rule
(1) In order to improve operating efficiency and strengthen after-sales service, the Company formulates this method.
(2) The Measures include three chapters: general rules, service operation procedures and adjustment of customers' opinions.
(3) The handling of labor income and spare parts purchased by each unit shall be handled in accordance with the "cash receipt and payment processing procedures" and "inventory accounting processing procedures" in the company's accounting system.
(4) The service department is the planning unit of the company's after-sales goods, and should maintain direct and close contact with the service center and branches. The examination and approval of service work shall be handled according to the division of responsibilities of the company.
(5) These Measures shall come into effect after being approved and promulgated by the General Manager, and the same shall apply to the modification.
Maintenance and maintenance operation procedures
(VI) The after-sales service of the company is divided into the following four items:
1. paid services (1)-those who maintain or maintain the goods sold by our company for customers and charge customers for their services belong to this category.
2. Contract service (b)-maintenance or repair of goods sold by our company for customers, and charging service fees to customers according to the provisions of the goods maintenance contract concluded between our company and customers, belong to this category.
3. Free service (c)- Personnel who maintain or maintain the products sold by our company for customers are exempt from charging customers for services during the free warranty period.
4. General administrative work (d)- All internal general administrative work related to services, such as job inspection, parts management, equipment and tool maintenance, short-term on-the-job training and other work that does not belong to the first three items, belong to this general administrative work.
(7) The applicable forms for service business are as follows:
(8) When the service center or service group of each branch receives a customer's repair report or filing, the salesman of the unit shall register the customer's name, address, telephone number and product model in the Repair Report Register, and take out the "service certificate" of the product model from the customer data package and send it to the supervisor for scheduling.
(9) Technicians will bring the Service Certificate to the customer's site, and if they can handle it properly on the spot, they will ask the customer to sign the Service Certificate, bring it back to the salesman for cancellation in the Maintenance Register, and file the Service Certificate.
(10) Where there is a fee-based service, if the fee is low, the technician should charge the customer on the spot and hand over the money to the accountant for re-invoicing. Otherwise, the invoice should be issued to the accountant on the same day as the "service certificate" in order to collect the fee separately.
(1 1) If the service site cannot handle it correctly, the technicians should take the goods back for maintenance. In addition to issuing a "Customer Goods Receipt" to the customer, the technician should also ask the customer to sign the "Service Certificate", then take the goods back to the salesman, log in to the "Customer Goods Entry and Exit Register" and fill out a "Repair Card" for construction repair.
(12) Each completed "maintenance card" should be hung on the commodity, and the technician should fill in the actual maintenance time and replacement parts in detail. After the goods are inspected by the chief maintenance officer, the date of return will be indicated in the "Customer Goods Warehouse Register", and then the goods together with the "Service Certificate" will be sent to the customer for signature. At the same time, the original customer receipt of the technician will be taken back for invalidation, and the "Service Certificate" will be filed.
(thirteen) the provisions of the preceding paragraph to repair the goods, which belong to the paid repair, the technical personnel shall issue an invoice to the accountant on the day of return with the "service certificate" in order to collect fees.
(14) If the goods to be repaired cannot be repaired as scheduled, the technician should immediately report to the service director for assistance.
(15) The technicians shall fill in the "Technician Working Day Report" every day and submit it to the service director for review and record.
(16) The service supervisor should fill in the "Daily Report of Service Supervisor" on the basis of the daily report of technicians and according to the service category and time consumed by personnel on that day.
(17) The daily report of the service director of the branch shall be sent to the manager for review and signature before being transferred to the service department.
(18) salesmen in service centers and branches should check the "service certificate" according to the "telephone repair register" and send the work that was not repaired that day to the supervisor for priority assignment the next day.
(19) All services are operated on a six-hour system in urban areas and a seven-hour system in suburban areas, that is, the time from calling for repair to service arrival shall not exceed six or seven hours during working hours.
(20) One month before the expiration of the maintenance contract, the service center and branches shall fill in the Maintenance Expiry Notice and send it to customers, and send personnel to strive for renewal.
(XXI) The maintenance operation flow chart is attached. (omitted)
Customer opinion survey
(22) In order to strengthen the service to customers and cultivate the concept of "customer first" for service personnel, the company specially conducted a customer opinion survey, and the survey results will serve as the basis for improving service measures.
(23) Customer opinions are divided into customer suggestions or complaints and technical personnel's evaluation. In addition to taking the evaluation data as part of the monthly performance appraisal of technicians, the service department should also pay special attention to customers' suggestions or complaints. (3) Deal with it seriously, strive for perfection, and establish a good reputation of the company's after-sales service.
(twenty-four) the service center and the branch shall send the customer repair record book to the service department the next day, so as to fill in and send the customer opinion questionnaire. The number of survey cards to be filled in and sent is based on the principle of full repair on the same day, and random inspection is not allowed.
(twenty-five) technician evaluation is divided into attitude, technology, arrival time, commitment to deal with four items. Each item is divided into four grades according to customer satisfaction, which is convenient for customers to check.
(26) If the customer's suggestion or complaint is serious, the service department shall immediately submit it to the deputy general manager for review or referral, and handle it in advance, and inform the customer of the handling situation; If it is of a general nature, the service department shall handle it by itself, but the customer shall be informed of the processing result in writing or by telephone.
(27) The service department should always keep close contact with service centers and branches, urge them to do so at any time and help them solve all difficult problems in strengthening services and handling customers' suggestions or complaints.
(twenty-eight) service centers and branches should send personnel to deal with customer complaints, regardless of the size of the situation, the service director personally or specially to express caution.
After-sales service plan (3)
1. Establish and improve after-sales service records.
After-sales service logs, service problem response records, customer suggestions and other forms are all original materials to record the level and dynamics of after-sales service, and a large number of product improvement measures, service improvement links and unexpected problems are hidden in these original materials. The secondary development of after-sales service records is the core of enterprise after-sales service development.
2. Establish a customer committee.
Establish a customer committee with the participation of enterprises, customers and after-sales service providers, and gain momentum for development and improvement through mature operation and organization, meetings, seminars and activities.
3. Reward customers' suggestions.
For the suggestions made by many enthusiastic customers, most enterprises ignore them, or just express their gratitude orally and in writing, without follow-up or reward. An open enterprise must be an enterprise with customer participation. Enthusiastic customers participate in the whole process of R&D production, sales and service, and enterprises rely on the full support of these loyal "supernumerary employees".
4. Encourage customers to complain.
Set up the enthusiasm for complaints to facilitate customers to complain and put forward opinions. The enterprise supervision department will send a special person to answer and record, and encourage customers to complain about poor after-sales service through the hotline. The staff of the complaint hotline must be separated from the after-sales service department and have no interest relationship. At the same time, we must pay attention to the anti-supervision of the staff of the complaint hotline, so that they can be responsible for the acceptance of their complaints, because most of the staff of the complaint hotline will keep silent and perfunctory.
Step 5 take the initiative to call
Take the initiative to call customers who accept after-sales service, understand the after-sales service, solicit customers' opinions, and make records and sorting.
6. Visit customers regularly
Organize personnel to visit important customers regularly and collect customers' opinions and suggestions. You can also organize seminars and invite customers to attend to achieve this goal.
7. Set up secret supervision.
The enterprise appoints anonymous staff to disguise customers for sampling inspection, supervise services, and make corresponding records.
8. Suggested forms of public places.
Set up a suggestion form distribution point in the place where the target customers often move, so as to facilitate customers to take it, fill in comments and suggestions and feed them back to the enterprise.