1. In order to guarantee and enhances this company product prestige, causes the user to order this company product to buy happy, with felt relieved, completes the post-sale service work is an important link, this procedure to completed the post-sale service work to make the stipulation.
2. The responsibility post-sale service work comes under the jurisdiction the management by the sales outlet, the nature tube department, coordinations and so on technical department, production department, executive.
3. Procedure
3.1 work content
3.1.1 establishment user file;
3.1.2 regular analysis users and market trend;
3.1.3 regular visit key users;
3.1.4 implements the quality three packages;
3.1.5 quality information feedback and processing;
3.1.6 users receive
3.2 establishmentuser file
The sales outlet assigns the specialist to collect the user material, fills in the Q/ZYF19-01 user file card, divides two kind of depositing, one kind is the key user (has big ordering frequently), a kind (has for the average consumer one above time orders), passes through the certain time two kind of categories possibly to occur transforms mutually, the year's end distinction adjustment is consistent every year. 3.3 regular analysis users and market trend The sales outlet at least half year carries on to the user and the market trend analyzes one time, and proposed the essential countermeasure and the suggestion, own preserve one, reporting gives service deputy general manager one. 3.4 regular visit key users
The sales outlet should using methods and so on telephone, correspondence, visiting frequently on own initiative obtain the relation with the user, to the key user every year a visiting, on own initiative solicits the user suggestions at least, communicates the information, thought the user thought, anxious user anxious initiative improvement grade of service. 3.5 implements the quality three packages Every sells the product, the user proposed has the quality question, lets the user return or the notice nature tube department immediately to the scene distinction, after confirmed the question gives the repair or exchanges processing does not have to delay (three packages of informations to include quality information management). 3.6 user receptions
Regarding the user visit, must receive warmly, all board and lodging transportation, gives the convenience as far as possible, causes the user round trip convenient. 3.7 quality informations feed with processing The quality information may come from channels and so on telephone, telegram, correspondence, visit conversation.The sales outlet must assign the specialist the collection of information, fills in Q/ZYF19---02 quality information registration, feedback table (including user returned goods information).If must change to the information which other departments process to fill in one type one, from saves one to exit.The sales outlet should track its processing situation toanswer gives the user.If uses the written reply to be supposed the letter in reply preservation reference. 4. recording and report user file card Q/ZYF19---01 users and market trend analysis report not fixed form
User information registration, feedback table Q/ZYF19---02 user opinion questionnaire table Q/ZYF19----03.
Quality pledge and post-sale service measure
First, this company makes the product and a minute supplier provide the outsourcing, the external cooperation, undertakes the quality responsibility which ""the People's Republic of China Quality Law"" stipulated. Second, strictly carries on the design, the manufacture, the examination according to the ISO9001 international quality assurance system standard. Third, this company provides the product, guaranteed the non-breakdown movement, conforms to the national stipulation standard. Fourth, post-sale service measure:
Pre-sale: 1. Free provides the technical advisory work and the technical guidance. Post-sale: 2. As free debugs and instructs the installment as the scene, until passes through the approval qualified; 3. In the quality warranty period three years implement three packages.The nature guarantees in the time latter one year not good either the complete set of products quality question creates the equipment damage because of the equipment manufacture or cannot the normal operation, the free service and replaces the spare part; 4. The service service from receives the consumer formal notice (correspondence, facsimile) in the latter 24 hours makes the service processing plan, and sends the human to carry on processing to the consumer scene; 5. Is responsible for the consumer the operation, serviceman's technical skill training; 6. Provides the related new craft, the new technology, the exchange information and the advisory service to the consumer; 7. For a long time provides the related service maintenance technology to the consumer; 8. For a long time provides the fitting supply to the consumer (nature to guarantee in time free, nature guarantees outside time only to collect cost price); 9. Lifelong service.
Fifth, equipment setup in the process in and moves in for a year, if gives rise to the manufacture quality problem, for free repair or replacement; Because if transports, the storage or the use not when creates the equipment damage, helps the solution related question by the supplier, completes the technical service work.
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