In order to quickly deal with customer after-sales problems, maintain the company's reputation, promote quality improvement and after-sales service level, but also better for the company's development, enhance the company's social competitiveness and improve the staff's work efficiency, the company's after-sales service process is specially formulated.
Operation process:
Maintenance service process:
Customer call customer service center
Operator record problem
Record content: factory date, factory number, dealer fault code, how much temperature and pressure the alarm will appear
Technician's call back: the technician's call back time is 11:00-12:00 a.m., 3:00-4:30 p.m., and 4:30-5:00 p.m. to prepare the parts required by the dealer or customer for mailing.
Preliminary confirmation
Mail spare parts, call to guide dealers or customers to solve problems.
Contact the customer to send back the used spare parts and hand them over to the warehouse for unified disposal.
On site maintenance service process:
Make a door-to-door appointment with customers
On site inspection and maintenance
solve the problem
The user signs the repair order
Call the user back three days later
Record archiving
Operation process of repaired products:
Pick up: after receiving the delivery notice, the customer service personnel will record the waybill number, freight amount of the freight company, and the date of delivery of the goods to the delivery driver one by one.
Warehousing: when the repaired products are put into the warehouse of the company, the warehouse manager will inform the after-sales personnel, and then the after-sales personnel will take them to the workshop for repair. Please register the return address and dealer of the returned machine.
Delivery: take the repaired sterilizer to the workshop, unpack the sterilizer for inspection, and record the model number and delivery date
Check the fault: test the fault phenomenon (write down the fault code, pressure and temperature)
Maintenance: deal with the fault code and register the treatment method (attached table 1)
After maintenance, power on the test, if no problem, clean and pack the sterilization
Delivery: fill in the delivery form and keep the repair machine on file (attached table 2)
Pick up: contact the user, send the fax to the user, ready to pick up the goods at any time
Return visit: call customers regularly to inquire about the use of the products
Satisfaction: customer satisfaction is investigated by customer service
Exchange machine operation:
If the product has quality problems within 3 months, it should be replaced by customers
Inform the agent to send back the old products
When the agent requests to ship new products first, the agent shall send a replacement fax or the regional manager shall guarantee the delivery.
Contact the agent and return the old products to the company after receiving the new products
After the old products arrive at the company, inform the workshop of the technology department and the after-sales department to check the problems together and take out solutions on the spot.
It is stipulated that the quality meeting will be held on time at 2:00 p.m. on Monday
The after-sales personnel shall file the weekly repair records and update the information of the repaired products every day.
According to the damage degree of the old products, make corresponding treatment.