[after-sales service commitment]
Three Rui Technology (Jiangxi) Co., Ltd. promises the following services:
1, serious breach of contract, by the amount of time the product will be sent to the customer designated locations.
2, products according to standards and related standards, the final test qualified products to customers.
3, received notification from the user, in 4 hours to respond, timely solution to the customer's problem; if the need to the scene, the company within 24 hours, send members to go, urgent users, think of the user.
4, if the glass insulator years the explosive rate exceeds the specified value, we assume corresponding responsibility.
[after sale service management system]
1,These rules are formulated for handling customer complaints promptly, maintaining company's reputation and promoting quality improvement and after-sales service level.
range 2,
It includes the acceptance of customer complaints such as company products, spare parts and services, cause investigation, treatment of quality problems, repair and return of products, spare parts, tracking improvement and information feedback.
responsibility 3,
The sales manager is responsible for the after-sale service. The sales department office personnel are responsible for the process and information transfer. The sales department and the production technology department are responsible for coordinating and dealing with the specific after-sale service.
4, processing program
The after-sales service process of our company is executed according to the attached drawings.
5, customer service service classification and treatment methods
5.1 due to the company's product quality problems caused by customer complaints, the sales department office personnel fill in the "customer opinion processing table", according to the company's after-sales service execution procedure. The sales office staff should write the customer complaint number and register the "customer complaint registration tracer", and ultimately be responsible for the implementation of the final treatment results and feedback to the relevant leaders and departments.
Customer complaints caused by 5.2 non quality reasons are analyzed, explained, remedied and replaced by the sales office staff on the damage caused by human factors. The operation guidance and training for the customer operators are carried out, and the other departments should be treated and treated in accordance with the quality of the product according to the process. The cost is discussed and handled reasonably by the sales department and the customers.
5.3 in the process of processing after service, the production technology department is responsible for analyzing the cause of the problem and drawing up the treatment countermeasures, and then negotiating with the sales department, and finally determining the treatment plan. The sales office is responsible for tracing the causes of the problems and deciding the responsibilities of the departments and individuals, and feedback to the chairman and the chairman of the board to make decisions. The company's finance department is responsible for checking the expenses incurred after the after-sales service and implementing the amortization department.
6, customer service service general principles
6.1 sales offices of each employee to customer complaints shall be actively, polite reception. The sales manager has the right to decide whether to accept or how to deal with it.
6.2, we should receive customer complaints, strictly execute the process within the company, deal with it quickly, solve it as soon as possible, and reply to customers at the first time.
6.3 in case of dispute, by the person responsible for the coordination according to the relevant provisions of the contract.
7, customer service service personnel management
The after-sales service work of the 7.1 company is arranged by the sales manager. It needs to be executed by the relevant departments of the company according to the specified procedures.
Other 7.2 after-sales service work is done by the sales division manager, who is responsible for organizing and coordinating, and the after-sales service staff is responsible for the arrangement by the manufacturing department.
8, customer service service fee
8.1 company owned service customer service staff travel and accommodation, subsidies and other expenses, the company responsible for the.
8.2 belongs to product replacement parts, transport, packaging and other costs incurred in the manufacturing cost.
9, this system is formulated and interpreted by the sales department, from the date of issuance as chairman.
[after sale service flow chart]
