Through the management of after-sale service, so that the products are sold to the greatest extent to meet customer’s requirements.
This procedure applies to the whole process of our products and services after delivery.
The sales department is a centralized management department which responsible for the planning, organization, implementation, and report of the whole activity after the product and service delivery.
The production department is responsible for the implementation of specific after-sale services;
The technical department is responsible for providing customers with technical support services after product and service delivery.
After the delivery of products and services, the activities shall include on-site technical training, technical support, update of technical documents, collection and handling quality issues, etc. The service modes shall be divided into consultation and solution, remote guidance door-to-door service, etc.
The sales department shall record, classify and sort the customer’s after-sale feedback calls and emails, record the customer’s problems in time and forward to the after-sale team of the production department in the first time. The after-sale staff shall take the corresponding service methods according to the types of problems in time to ensure that the customer’s requirements can be responded in the shortest time.If it belongs to the after-sale service beyond the warranty period,the sales staff should sign the after-sale service contract with the customer.
The sales department shall record, classify and sort the customer’s after-sale feedback calls and emails, record the customer’s problems in time and forward to the after-sale team of the production department in the first time. The after-sale staff shall take the corresponding service methods according to the types of problems in time to ensure that the customer’s requirements can be responded in the shortest time.If it belongs to the after-sale service beyond the warranty period,the sales staff should sign the after-sale service contract with the customer.
After-sale service shall be accepted by the customer, and the after-sale staff shall bring the customer’s receipt back to the financial department to store and sales department to follow up the implementation of the after-sale service. If necessary, the on-site service can be verified by telephone or email.
Each after-sale service record should be stored well, at the same time to sales customer feedback, after-sale service and so on carries on the summary and all kinds of information carried out a statistical analysis on the use of statistical techniques (such as maintenance, return of products to make pareto diagram , etc.) and report the results of analysis to production and technology and management, provide a reference for other products later to take corrective and preventive actions.
