Installation and debugging serviceOur company is responsible for sending the product to the designated place according to the model and quantity specified in the contract, and ensure that the product debugging, startup, and operation of the product are completed on time as required by the contract.
Our company tests all hardware and software in accordance with the contract.
The company provides free remote technology training.
The service staff can explain the use of products, precautions, and service staff remotely; customers give questions to the product's questions, and the service staff will answer them one by one.
After -sales network serviceCustomers find problems in the process of using the company's products, and they can immediately log in to our company's website for online consultation for software functions and problems.
In our company's information websites, customers have doubts about the use of products. Network service staff should immediately answer to improve customer after -sales satisfaction.
The company will establish a WeChat/QQ group after -sales, and the problems encountered by customers should be quickly resolved; if you need to provide on -site services, after -sales service personnel will register for customer information and customer issues, and will be distributed to the after -sales service personnel. Arrived from customers within two working days to solve it.
After -sales telephone serviceCustomers to inquire about our company's product information, and the service staff should give a comprehensive analysis after receiving the phone call.
The company's after -sales service staff receives customer calls. For problems that are not large or can be solved directly on the phone, the customer should be solved immediately.
If the problems encountered by the customer cannot be solved by the way the phone communication can be communicated, the customer who needs to serve at the door should immediately ask the customer's question and customer information, and register the customer's problem. It must be handled within the day.
Whether it is our company's new customers or old customers, buying products of our company, the company's after -sales service personnel should regularly return to visit to ask customers about their familiarity with their purchases; whether the characteristics of the product meet the customer's requirements; on -site service; on -site service Whether the attitude of personnel is good; what are the places where our company's products need to be more humane and reasonable.
On -site serviceCustomer service staff receives customer calls or network information, and cannot solve the problem of only access to the door by exchange. Customers need to accurately understand the customer's problems, register customer issues and customer information.
Customer service staff handed the information of the customer's on -site service to the relevant staff.
Relevant staff received the on -site service information, and the task should be assigned to the company's specific staff as soon as possible.
On -site service staff receives the task assigned by the superiors and should immediately contact the customer to agree with the customer to the door.
On -site service personnel arrived at the customer's address within the time agreed with the customer, served them and charged the corresponding fees.
If the service personnel return to the company, they need to submit the problems and contents of this service to submit a system report to the company's after -sales service department.
Our company made a telephone or online return visit to our company, and consulting customers' feelings of product use and users in the service process.
After the service, the function of the product must be used normally to the customer, and explained to the customer to explain the use of knowledge.
Do not drink users' water, smoke of users, do not eat users' meals, and do not want users' gifts.
On -site service personnel must wear neat and decent, communicate with customers must be polite, and must not have any behavior conflicts with customers.
The door -to -door personnel must provide all -round services to customers in accordance with the regulations of our company.
Return ServiceIn the seven days of products provided by our company, if you feel that the product is dissatisfied and the product does not meet the customer's requirements, customers can apply for return within the contract regulations and reasonable scope. Among them, there are some attention processes:
Customers have objected to the product.
The company's after -sales service staff gives customers a reasonable explanation; the product cannot be used and requests the return, and our company promises to pay unconditional return compensation for customers (artificial damage is not included); Provide a free training at a time, and in the future, we still need to train our company to charge a certain training fee in accordance with regulations; if the customer insists on paying a return policy, the after -sales service personnel should immediately cooperate with relevant personnel to handle the return.
Our company's after -sales service personnel inspect the products, including the quality, information, whether sealing, and whether the goods are intact.
After the product inspection is completed, fill in the return form (the basic situation of the product, the reason for the return, the opinion).
After -sales service personnel systematically explained the return situation and was handled by superiors.
Today, when the high -speed market economy is developed, my country has gradually developed from the first and secondary industries to the tertiary countries. The advent of the information era, the development of the service industry is increasingly in line with people's living habits, the improvement of the service system and the service system The quality of quality has a strategic impact on the development of the enterprise. Enterprises serve customers not only to ensure customer satisfaction and loyalty, but also can collect customer information and understand customer needs. As a result, the company's products are more perfect and are favored by customers. Good after -sales service can bring huge business opportunities to the future development of the enterprise, so the after -sales service of our company not only focuses on serving customers, but also can collect customer opinions well, understand customer needs information, improve the company's products Essence
Collect MessageSource of information: "Phone Service Records", "Customer Product Quality Treatment Opinions", "Product Quality Treatment Form", "Recommended Information Feedback Form", "Customer Service Treatment Form" and other information. All data must be recorded as an electronic document in time, and the quality engineer will be submitted regularly.
The after -sales service department makes reports about this week's telephone records, corporate website records, customer consultation records, service demand records and other reports.
Fill in the "After -sales Information Feedback Form" for each business trip, and submit it to the after -sales service department for each time. During maintenance, the faults are recorded in detail through video, photos, electronic documents and other methods. And sorted into the data submission of the after -sales service department.
After -sales service personnel can collect information on different places such as network information, customer information, newspapers and magazines, and other places.
Information finishing analysisFrom the monthly sales specialized personnel, the "Telephone Service Records", "Opinion Opinion Form for the Quality Treatment of Customer Products", "Product Quality Treatment Form", "Feedback Form for After -Sales", "Customer Service Processing Form", faulty video, photos, physical objects, physical objects , Electronic documents, etc. are organized, and special personnel of the customer service department are reviewed.
The reasons for the analysis of the problems of continuous early warning of this month, this season, and this year have been conducted.
The client opinion is planned to be treated, and the problems existing in after -sales service, the point of the customer's needs, and the customer perception and satisfaction of our company's products are analyzed where the product should be improved.
What are the problems in the use of our company's product customers. For problems in a certain type of product, after -sales service personnel and technical developers are negotiated and discussed. A perfect solutions for each question.
Summarize all of the above problems, get the result of the final after -sales problem, and deal with different problems. Technical problems are handed over to technical developers to improve the product. It is the knowledge training of after -sales service personnel; the second is the training of the behavior of the after -sales service personnel; the third is to be familiar with the service process; it must make the company's after -sales service quality efficient and fast, and get the most satisfactory evaluation of customers.
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