A basic situation, after-sales service
After-sales service is not only a single customer service department. The customer service department is to serve our customers, satisfy customer demand, and the communication is an important window.
The company according to ISO9001:2000 quality management system, the requirements of which strictly implements national about products "3 packets" regulation, by special technical staff and customer service personnel combination of established customer after-sale service, set up 24-hour after-sales service hotline (800-828-2516), establish and perfect the after-sale service management system (see chart), and work hard to domestic and international customers visit and satisfaction survey work, cogent accomplish customer service wholeheartedly.
A. after-sales service network construction
Companies in countries outside major cities, are after-sales service network, to ensure the big customers may nearby accept my company combination after-sales service.
B. after-sales service process
Products sell - build user archives - customers and sales personnel news feedback - the customer service center and provide after sales service personnel file and door-to-door service and customer service results confirm visit - data statistics, analysis and put forward the improvement measures - service information archive (see chart).
C. after-sales service team and configuration
In addition to the site, the company is equipped with personnel outside the special after-sale service team, the existing more than 30 people, technically still equipped with after-sales service special vehicles and special service hotline.
D. company after-sales service commitment
The company for improving the service quality and ensure its timeliness, specially make below commitment: company received the order any form of customer information will within one working day and customer contact, provide relevant information, products according to customer needs to provide delivery and installation services. Punctual, every one day delayed orders product value will compensate to customers (1% force majeure except). The company strictly implements national "3 packets" and other relevant laws and regulations, quality to customers or other problems presented within 48 hours to give you a definite answer, make relevant compensation, return and repair processing, and do the record.
2, part of the customer satisfaction investigation situation
The company establishes the customer satisfaction survey control procedures, rules of major clients on the end of each year, analyzing customer satisfaction survey after corrective and preventive measures according to the requirements of control program related initiatives. Increase satisfaction