After exchange of words, , concept war, price war, advertising and after low-level commercial means, we entered the stage of high-level commercial —— Brand war, and brand of the core and added value are largely reflected in the service, customer service brand, make more personality, identification, become synonymous with commitment and business reputation, let service brand and enterprise brand, employee brand, technology brand, product brand common service in product marketing. In the next round of business competition, our business will be more wonderful because of the service brand.
In order to win the market reputation of our products, we hereby make our after-sales policies as follows:
We will revolve around the” fast&.&happy” --three service policy of music experience is to conduct our service, where "fast" represents faster service; "happy" represents rapidly improved customer satisfaction; and "." of both represents everything.
Within one hour after receiving the customer's call, make a clear reply and inform the customer or agent of the processing plan. After-sales staff should make all preparations within two hours, such as borrowing enough money, contacting customers, preparing tools, etc.,and arrive at the customer site within 24 hours.
After-sales personnel on-site installation, to wear company uniforms, in the whole installation process to always maintain their own professional image, decent speech, neither servile nor overbearing. Prepare the tools to be used before installation, the welding process must be prepared for fire prevention, the exposed cylinder is wrapped, the excavator must be removed by power insurance. After installation, the pipeline must be cleaned to clean up the items left on the site and the used waste products. When testing machine,it is not allowed for the after-sale personnel to wear greasy work clothes directly sitting on the excavator seat, to use paper or other items to mat before the test machine operation. After the installation, fill in the installation report carefully and sign by the customer, and then inform the customer of the company service phone, and say goodbye politely.
For on-site maintenance, after-sales personnel must carry cameras and pressure gauge. Speak appropriately and professionally during maintenance. Action standard, no brutal operation; after maintenance, must check the test machine, debugging pressure, and shall not accept private charge, if to charge fees, must fill in the charge form.
The customer return visit work of after-sales must be persistent, complete the return visit work on time and with good quality, The person should pay a return visit the maintenance operation within three days, and the person should pay a return visit within one week of installation, and record the relevant content in detail. In the process of return visit, the person shall not make noise with customers, and require smile service. In the process of talking with customers, the person shall also be professional. If there are problems that can not be solved, the person shall report to the service manager to solve them immediately after the return visit.
Timely handling of the problems reported by customers and agents. Regardless of the form of any request or improvement plan from any customer or agent to our company, the informed person must notify the service manager immediately for filing or settlement.
The defective goods returned by customers or agents and transportation should be clear without negligence, and timely follow up during transportation. On the premise of not harming the interests of the company as far as possible for customers and agents to reduce trouble, we can do what we do.
All after-sales service personnel must abide by as following : Smile service, careful and professional, hard-working, selfless dedication.
Post time: May-19-2023