1、 Handling of non-conforming products
1. If the customer causes damage to the product or accessories due to their own reasons during use, the customer shall bear the cost (charged according to the latest market price). Maintenance workers are responsible for installation and repair, and the damaged product shall be handled with the customer's consent;
2. The customer discovered a problem with the product during use, and after appraisal by the technical staff, it was determined that the product damage was not caused by the customer. After taking photos, the issue was reported to the group for resolution
(1) For those with smaller replacement or compensation amounts, the department shall handle them directly. After replacement or compensation, it shall be promptly reported to the finance and supervisory manager;
(2) For those with significant replacement or compensation amounts, the supervisor and technical personnel shall go to the customer's home for appraisal, reach an agreement with both parties, and after review by the general manager, compensate the customer; After coordinating with both parties to handle the customer's use of the product, collect relevant customer information and fill out the "Product Quality Processing Verification Declaration Form".
2、 Tracking customers
Any problems that arise during use should be promptly resolved by arranging maintenance personnel to assist customers.
1. After sales service purpose
Customer First - "Fully Satisfied Customer Service"
2. After sales functions
(1) Responsible for daily after-sales service work in the region, answering service hotlines attentively, and answering customer inquiries;
(2) When receiving customer calls, polite language should be used. When dealing with customer complaints, carefully listen to customer opinions, do not argue with customers on the phone, analyze customer complaint cases, and propose a solution within 72 hours. Establish a customer after-sales service file on the "Maintenance Acceptance Form"; Notify the customer of the handling plan and arrange a reasonable time for repair according to the customer's requirements;
3、 Follow up
1. Register and summarize the installed customer after-sales service cards;
2. Conduct timely follow-up visits on a weekly, monthly, three-month, six-month, and one-year basis;
3. Telephone interviews should be enthusiastic and genuine. If customers have any related product questions, they should be answered and resolved in a timely manner.
4. After the follow-up visit, it is necessary to carefully keep records and follow the customer complaint handling process for any further work that needs to be done.
5. All follow-up materials should be input and saved on the computer for easy searching. Classify and summarize the information obtained from the follow-up every month, so as to continue to promote our strengths and make up for our shortcomings, and continuously improve the quality of our products and services.
Nowadays, the service industry has such promising prospects. In addition to choosing what kind of service is good, we should also know what the after-sales service process is. This not only increases our knowledge, but also to some extent, it will be beneficial for our employment. The above after-sales service processes cannot cover all industries. Specific industries should set up their own unique after-sales service processes based on their specific industry conditions.