Have a comprehensive service team to ensure that you provide satisfactory service.
First, the special customer service agency - after-sales service department
The company set up a special service organization--after-sales service department, responsible for accepting customer service requests, and arranging service personnel to implement service contents in accordance with service procedures and related operation instructions to ensure that customers receive quality services.
Second, service supervision means
In order to ensure the quality of service, the two lines of service and supervision are implemented, and the quality of service is evaluated by the customer; the special person is allowed to answer the service supervision hotline, and the customer can supervise the work of the customer service department to ensure that the service execution department continuously improves the work.
Third, a perfect after-sales service network
With the continuous development of the company and the gradual expansion of the market, in order to allow customers to enjoy more timely services, a network-oriented professional service team has been established and formed. The service personnel implement regional management and implement regular return visits to customers. Speed up service response and improve service efficiency.
Fourth, self-prevention and corrective measures
On a monthly and quarterly basis, the customer service department will conduct data statistics on the problems that arise during the service process. It will use the statistical analysis methods to analyze the relevant departments of technology, production, and outsourcing, find abnormalities, find out the crux, and formulate corresponding corrections. Preventive measures to prevent similar situations from happening again.
V. Special person responsibility system
Any company employee who receives a customer call (service request or problem complaint) must promptly give feedback to the customer and record the problem in detail and report it to the customer service department in a timely manner. According to the requirements of customers, we can assign specific professional engineers to each type of product to be responsible for technical and consulting services, effectively ensuring that customer problems can be solved quickly and effectively.
Sixth, holiday service guarantee
During the holidays (national legal holidays), in addition to continuing to open the service hotline, the service engineers are scheduled to be on duty, and the management and sales personnel must keep the mobile phone open, so that customers can get timely service support when problems occur during the use of the equipment, providing customers with the most Thoughtful and considerate service.
Seven, continuous safeguards
Establish and update the knowledge sharing library at any time, and provide the customer with the processing of common problems in the service process, so as to improve the professional and technical level with the customer. Training is provided from time to time, including on-site training, centralized technical training, or operational, maintenance, and maintenance training based on customer requirements.