2. Upon receiving the user's notice, promise to respond within 12 hours, send maintenance personnel to the site and resume operation within 24 hours, and provide backup equipment if it cannot be repaired within 24 hours.
3. The company should establish a user data management system, save all documents and memos related to users, and establish detailed installation, debugging, acceptance and personnel training records, so that users can provide support quickly and accurately when they need information.
4. Spare parts should be kept in stock for the wearing parts of the equipment to ensure the timely supply of spare parts for users.
5. Provide complete technical training in equipment operation, maintenance, troubleshooting and maintenance to ensure the smooth daily operation and maintenance of users' technicians.
6. Maintain the equipment according to the requirements of the contract, and only charge the spare parts fee for replacing the parts, and do not charge the labor fee.
Importance of after-sales service:
After-sales service is the most important part of after-sales. After-sales service has become an important element for enterprises to maintain or expand market share (such as JD.COM, Shu Da, Tmall, etc.). The quality of after-sales service will affect consumers' satisfaction. At the time of purchase, warranty, after-sales service and other related terms can make customers get rid of doubts and vacillating forms and make up their minds to buy goods.
High-quality after-sales service can be regarded as the product of brand economy. In a society with fierce market competition, with the improvement of consumers' awareness of rights protection and the change of consumption concept, consumers no longer only pay attention to the products themselves, but are more willing to choose these companies with high quality after-sales service when the quality and performance of similar products are similar.