- Time of issue:2021-04-09 18:00:29
Article 1 Purpose: In order to standardize after-sales service work, enhance the company's image, and continuously improve the company's service level and service awareness, this system is specially formulated.
Article 2 Purpose of after-sales service: Advocate the enterprise spirit of "dedication, teamwork, and innovation", backed by technological development, and seek development with excellent service. We take "enthusiasm, thoughtfulness, integrity, and timeliness" as our technical support and after-sales service tenet, and "customer first, quality assurance, excellent service, and timely response" are our service principles.
Article 3 After-sales service method
(1) Voice service
|Overview of specific requirements
|1. Answer users' questions through telephone guidance, speak clearly, speak modestly, and be polite.
2. Familiar with the operating functions of the company's products.
3. Proficiency in the application of computer and office software operations.
4. It is forbidden to ignore the questions raised by the user, let alone excuse the user.
5. For technical problems that do not belong to this product, a polite apology should be given.
6. When encountering technical problems that cannot be solved at the time, record the contact person and phone number, and reply to the user in time.
7. The records filled in by the telephone answering staff should be true and complete.
8. It is forbidden to have disputes with users, and explain various issues patiently.
9. If you encounter a technical problem that cannot be solved by telephone, you should fill in the "On-site Service Registration Form" and arrange on-site service in time.
(2) On-site service
In the process of using our company’s products, when the user encounters a problem that cannot be solved by telephone consultation, the after-sales service director shall arrange for a suitable service person to provide on-site guidance and service at the user’s location. The service standards are as follows:
|Overview of specific requirements
|1. After the after-sales service personnel receive the "on-site service registration form" or receive a phone call, they should get in touch with the user in time, ask about the situation on the site, prepare the tools or accessories needed for maintenance and debugging, and inform the user when they will arrive on the site service.
2. After-sales service personnel should arrive at the user's premises on time (except for force majeure).
3. If the after-sales service personnel encounter problems that cannot be solved, they should record the detailed failure phenomenon, or consult the relevant technical personnel, study the solution of the problem, and properly handle the on-site situation.
4. After-sales service personnel should carefully and patiently carry out maintenance and debugging for users, and must not dispute with users. When communicating with users, they should be enthusiastic and careful to understand the situation when the equipment fails, and propose solutions to the problem.
5. After the after-sales service personnel have completed their services, they should return to the company or follow the leadership of the leaders immediately, and should not stay at the user for no reason. Under the condition of saving costs, they should complete the user's mechanical maintenance and debugging work unconditionally, quickly, quickly, with quality and quantity. .
6. The "Feedback Form of After-sales Service Personnel" should be brought along for on-site service, and the contents of the service form should be filled in with the signature and seal of the user. (This item will be used as part of the year-end assessment)
(3) Spare parts and maintenance tools
1) After-sales service personnel can configure special testing and maintenance equipment and tools, which will be kept and used by individuals after registration. The equipment and tools shall not be used for private purposes. They shall be compensated if they are lost or damaged (except for normal wear and tear), and shall be handed over when they are transferred from the post. In case of normal loss or damage of valuable tools, a report shall be submitted to explain the reasons. The purchase of testing and maintenance equipment and tools shall be counted by the after-sales service department, and shall be purchased by the purchasing department after being approved by the general manager of the division.
Article 4 Service specifications for after-sales service personnel
In order to strengthen service management, every after-sales service staff is required to do everything and say every word that conforms to the overall interests of the company and conforms to the goals, objectives and spirit of the company.
(2) Service tenet: "Enthusiasm, thoughtfulness, integrity, and timeliness".
(3) Comprehensive specifications
1) Actively, quickly and accurately solve problems for users, and strictly abide by the principle of "Never let any user delay work".
2) Provide users with all-weather telephone service.
3) When answering a user's call, answer the user actively and enthusiastically. It is strictly forbidden to ignore the user's question, let alone recommend the user.
4) For issues that are not within the scope of their duties, they should be promptly transferred to relevant departments.
5) Be proficient in the functions and performance of the company's products, and be proficient in relevant business knowledge.
6) If any problems that cannot be solved are found, contact the company's professional and technical personnel in time to seek solutions.
7) Seriously answer every question raised by the user. In case of content that cannot be answered or should not be answered, the answer should be tactfully, and the "don't know" sentence should not be answered, and no dispute with the user should be allowed.
8) At least one telephone return visit shall be made to the user who installed it for the first time within a month; each user shall not be less than one telephone return visit every quarter.
9) After the service is completed, please operate in person to ensure that the system is operating normally.
10) If it is a general equipment or operating system problem, explain the reason to the user and ask the user to solve it by themselves.
(4) Code of Conduct
1) Stick to the post during the service period and shall not leave the post without authorization.
2) Obey the arrangements of department heads, temporary persons in charge, and relevant leaders.
3) It is never allowed to collect commissions from users in any name or in any way.
4) Service personnel should do their responsibilities and provide services carefully, and must not take, eat, or demand from customers, take care of the user's equipment or office environment, and do not damage other items.
5) When the service personnel arrive at the destination or are about to leave, they should notify the after-sales and internal work through text messages or phone calls to facilitate attendance.
6) When the service personnel arrive at their destination or are about to leave, they should report to the headquarters via SMS or phone call to facilitate work arrangements.
7) In the after-sales service process, avoid depreciating the company's products and damaging the product image, and keep user information confidential.
8) The customer must obtain the consent of the customer before leaving when the service is halfway or after the service is completed.
9) Timely settlement of travel expenses.
(5) Etiquette norms
1) Pick up the phone and say: "Hello", and always use "you" during the answering process.
2) If you encounter a problem that cannot be solved, first say "Sorry" or "Excuse me".
3) Use respectful and modest language.
4) The voice is clear, the intonation is calm, and the language is concise and clear.
5) Don't rush to the user, listen to the user clearly before answering.
6) Use euphemisms for difficult questions.
7) Don't talk too much, be simple and clear, talk about what should be said, don't talk too much about what should not be said.
8) Arrive at the user site, take the initiative to introduce myself: "Hello, I am the after-sales service staff of Qidongnan Lubrication XXX".
(6) Attitude instrument specifications
1) After-sales service personnel wear work clothes when serving users on site, and keep their clothes tidy and generous.
2) Maintain a good mental state.
3) The work attitude is modest, and the service is smiling, so that users feel cordial, and no disputes with users are allowed.
4) On-site service personnel cannot eat at the service site.
5) Do not wander around the service site.
6) The expression should be natural and kind. Don't use a serious expression, but you can't smile.
Article 5 Evaluation Criteria for After-sales Service Quality
(1) The evaluation principle of after-sales service work: every time the service personnel finish serving customers, they should make work records and report to the leader once a month. Those who fail to complete the service work as required and receive customer complaints shall be carried out. Punishment, and the after-sales service director will sum up the service quality of the after-sales service personnel every month and form a written form. The attitude after each service will be tracked by the after-sales office as a monthly assessment.
(2) If service personnel receive complaints from customers due to improper words, behaviors, service attitudes, and service methods, which harm the interests of the company and it is verified that this is the case, a warning is issued for the first time, a penalty is issued for the second time, and a dismissal is issued for the third time.
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