Unit after-sales service plan 1
What measures can be taken to improve the after-sales service plan? Ladies and gentlemen, let's take a look at the following related measures!
1. Establish and improve after-sales service records.
After-sales service logs, service problem response records, customer suggestions and other forms are all original materials to record the level and dynamics of after-sales service, and a large number of product improvement measures, service improvement links and unexpected problems are hidden in these original materials. The secondary development of after-sales service records is the core of enterprise after-sales service development.
2. Establish a customer committee.
Establish a customer committee with the participation of enterprises, customers and after-sales service providers, and gain momentum for development and improvement through mature operation and organization, meetings, seminars and activities.
3. Reward customers' suggestions.
For the suggestions made by many enthusiastic customers, most enterprises ignore them, or just express their gratitude orally and in writing, without follow-up or reward. An open enterprise must be an enterprise with customer participation. Enthusiastic customers participate in the whole process of R&D production, sales and service, and enterprises rely on the full support of these loyal "supernumerary employees".
4. Encourage customers to complain.
Set up the enthusiasm for complaints to facilitate customers to complain and put forward opinions. The enterprise supervision department will send a special person to answer and record, and encourage customers to complain about poor after-sales service through the hotline. The staff of the complaint hotline must be separated from the after-sales service department and have no interest relationship. At the same time, we must pay attention to the anti-supervision of the staff of the complaint hotline, so that they can be responsible for the acceptance of their complaints, because most of the staff of the complaint hotline will keep silent and perfunctory.
Step 5 take the initiative to call
Take the initiative to call customers who accept after-sales service, understand the after-sales service, solicit customers' opinions, and make records and sorting.
6. Visit customers regularly
Organize regular visits to important customers and collect their opinions and suggestions. You can also organize seminars and invite customers to attend to achieve this goal.
7. Set up secret supervision.
The enterprise appoints anonymous staff to disguise customers for sampling inspection, supervise services, and make corresponding records.
8. Suggested forms of public places.
Set up a suggestion form distribution point in the place where the target customers often move, so as to facilitate customers to take it, fill in comments and suggestions and feed them back to the enterprise.
Unit after-sales service plan 2
1. The company's after-sales service tenet
From the beginning of its establishment, Guanjin Company regards "adhering to the customer's perspective, that is, looking at our work from the customer's perspective" as the service tenet of the company's service education. "Customer satisfaction is our success" is the pursuit of customer service department. On the one hand, customer satisfaction comes from the satisfaction with the quality of the project, and more importantly, it will be the satisfaction with after-sales service for a long time to come. We will provide comprehensive after-sales service and support for your company, so that users can use it with confidence and happiness.
2. The company's after-sales service content
According to our company's consistent service to users, we will provide the following after-sales services for users:
● Equipment installation and initial inspection stage
● System debugging and equipment final acceptance stage
● During the free maintenance period
● After the free maintenance period.
At each stage, the services provided are as follows:
Pre-sales service:
1. Specially set up a special customer service line to provide free telephone technical support and answer users' questions about LED display technology and related issues.
2. Provide customers with a complete solution in the shortest time: comprehensively and systematically analyze customers' needs and the purpose of producing products, and provide users with the most detailed, appropriate and cost-effective design scheme in less than two days, so that customers can clearly and accurately choose the products they need and master the project budget. Let users' investment play an economic role.
After the trial operation is completed, we will send engineers and technicians to the user's site to provide final inspection and test suggestions, and the final inspection and test plan will be determined by both parties. Finally, the user will confirm the end of the trial run period and the final inspection.
Special services for major equipment:
After-sales service: we provide warranty and lifelong tracking service for the equipment provided. Our company has offices or service centers in Beijing, Shenzhen, Shanghai, Chengdu and other major domestic cities, equipped with professional maintenance personnel and common spare parts, which can provide after-sales service to customers nearby.
1. During the free warranty period, except for irresistible external factors that violate the operating procedures or national regulations, all failures caused by the quality of parts or the production and installation process are unconditionally repaired free of charge, and only the cost of such factors is charged. After the end of the free warranty, the service fee will be charged as appropriate.
2. Provide free upgrade and update services for display system application software.
3. Give the fastest response to users' requests for maintenance and help. After the user applies for maintenance, make sure to send technicians to the site for maintenance in the shortest time and in the fastest way.
4. Equipment that needs to be returned to the factory for maintenance. After the equipment arrives at the factory, the repair period shall not exceed 5 working days.
5. During the free warranty period, our company promises to check regularly and send engineers to visit for maintenance on a regular basis.
Return visit: In order to ensure the soundness of every customer service work, the staff of our customer service center pay a return visit by phone or at home, including service attitude, service quality and fault resolution level.
Patrol inspection: the general manager of the company and the staff of the company's customer service center visit customers from time to time to find out the customer's satisfaction with our products and services, grasp first-hand information for further improving the service level and quality, and provide targeted services for different customers.
Unit after-sales service plan 3
First, after-sales service commitment
1. All software and hardware products of this project shall provide complete technical data;
2. The enterprise can guarantee to provide timely, fast and high-quality services. After the hardware system fails, promise 7×24 telephone service, on-site service within 24 hours, system fault recovery service and routine system inspection service.
3. Accept customers' technical consultation and communication about hardware operation at any time, answer customers' technical questions in time, visit customers regularly and help customers maintain the system.
4. After the acceptance of the project, it will provide professional maintenance services to Guizhou Audio-visual Education Museum. The enterprise will designate a customer support working group to be responsible for technical and system operation problems, implement on-site software services, and submit them for operation review and review, system interoperability review and review, etc.
5. Check the running status of the system regularly every month. System inspection is a planned, comprehensive and unified maintenance service, which can eliminate system hidden dangers, improve system efficiency, ensure system safety and strengthen system management. The routine technical inspection of the system includes system management tools, system and network configuration, system security, disk file management, software/hardware compatibility problems and solutions to common problems.
6. For technical failures of users outside the warranty period, the enterprise shall provide free telephone technical support services.
Second, the after-sales service model
1, operation and maintenance support
Operation and maintenance support mainly includes the following contents:
1) Check the running status of the system by telephone regularly every month.
2) Solve the problems in the inspection process in time.
3) The inspection results shall be reported to the person in charge of relevant parties in time.
2. General Service Support
Questionnaire survey: the technical center and quality management center of the enterprise will issue it to users regularly, mainly including routine inquiries about the running status of software and hardware systems.
User visits: mainly undertaken by marketing representatives, account managers and quality management personnel. In order to understand the needs of users of Guizhou Audio-visual Education Museum and strengthen communication and coordination, special visits are made to users once a month to half a year.
Telephone consultation: the enterprise has a service hotline to provide business and emergency consultation to Guizhou Audio-visual Education Museum. Training visit: We are obliged to send invitations to users in time for technical training and product display of hardware and software products in Guizhou Audio-visual Education Center.
3, engineering service support
● Installation: Engineers with mature technology provide installation services of various software and hardware products for Guizhou Audio-visual Education Center. The specific procedures are as follows:
-Put forward the specific requirements of the installation location and environment to Guizhou Audio-visual Education Center-Determine the installation target (telephone/written)
-Both parties confirm the installation time, tools and human resources (in writing)-Implementation of the installation project
● Maintenance: Provide on-site maintenance for software and hardware product failures that really fall within the scope of enterprise responsibility. The specific procedures are as follows:
-Understand user system failures and telephone guidance-Predict user failures and corresponding personnel allocation-Confirm the maintenance environment, tools and resources of both parties (in written form)-Implement maintenance work.
● Detection and diagnosis: provide state detection and fault diagnosis services for specific software and hardware according to user requirements.
● Work assistance: Enterprises can provide auxiliary services for other projects involving the transformation and transplantation of enterprise products.
Third, the project training plan
Course training includes:
1) installation training;
2) Use training;
3) Maintenance training.
Enterprises are responsible for making training plans, providing training materials and related materials, and sending qualified training engineers for training. The specific training time and participants are designated by Guizhou Audio-visual Education Museum.
According to the project implementation plan, the enterprise will formulate a detailed training plan and provide a detailed operation manual. For different levels of software and hardware application personnel, we will provide the following two levels of training:
1, front-line business personnel training
Enterprises mainly train front-line business personnel, such as teaching teachers and class teachers. Make them know enough about the software and hardware equipment of the project and master how to apply the software and hardware system of the project to practical work.
2, system maintenance personnel training For system maintenance personnel, first of all, it is required to have some basic computer knowledge. According to their knowledge, we will mainly train them in the operation and use of hardware and software equipment and simple fault analysis and troubleshooting methods. If conditions permit, we can arrange for them to go to the enterprise or the original manufacturer for training, so that they can have certain maintenance ability.
Unit after-sales service plan 4
After the completion of the broken bridge aluminum alloy window project, our company will continue to provide the owner with after-sales services such as project warranty. This is the work of the whole company. The departments involved are after-sales service department, marketing department, quality supervision department, design department, materials department and engineering department.
I. Institutional setup
1. 1, Marketing Department, Design Department, ministry of materials and equipment, Warehouse Department, Planning Department, Production Department, Engineering Department, Quality Supervision Department and After-sales Service Department.
1.2, after-sales service process
The after-sales service department and marketing department of 1 visit the owner every quarter to understand the problems existing in the use of aluminum alloy windows.
The after-sales service department set up a hotline to collect product information fed back by customers and accept reports and complaints from customers.
Respond quickly according to customers' opinions and complaints, find out the situation, analyze the reasons, and fill in the record sheet of engineering quality problems.
4. Record the type of the problem, the existing parts and the reasons, and write down the solutions.
5 Find out the reasons and propose solutions. If necessary, agree to the design of the solution.
For simple problems, such as repairing sealant, it can be repaired directly.
For more complicated problems, it is necessary to formulate a detailed maintenance service plan, and the after-sales service department will organize various departments to arrange maintenance preparations.
8 The design department provides the maintenance plan, design drawings, materials needed for ministry of materials and equipment procurement, and the production department carries out production and processing. The quality supervision department checks all kinds of maintenance materials and processed parts for maintenance.
After the maintenance materials arrived at the site, the project leader of the project began to organize the installation workers to carry out maintenance services.
10 the project leader of the engineering department guides the workers to carry out maintenance according to the maintenance plan and controls the maintenance quality.
1 1 After maintenance, the damage causes, remedial measures and repair completion shall be submitted to the owner in writing. At the same time, hand it over to the customer for inspection and acceptance and sign the acceptance sheet. The after-sales service department will file the acceptance certificate.
12 responsibilities of each department
1. Responsibilities of after-sales service department
1. 1, regularly organize customer visits and surveys, fill in the owner's return visit records, and handle customer feedback.
1.2. Find the problems in use by the owner in time and report them to the corresponding departments of the company to formulate solutions and maintenance service implementation plans.
1.3, organize the implementation of after-sales service.
2. The marketing department regularly visits old customers, collects customer quality feedback information, and timely transfers customer complaints to the after-sales service department.
3. The quality supervision department is responsible for the quality inspection and supervision during the after-sales service.
4. Relevant departments are responsible for the design, materials, production department and engineering department to provide design drawings and materials needed for maintenance in time according to the maintenance plan and maintenance service implementation plan of after-sales service department.
Second, the maintenance and management of broken bridge aluminum alloy window
1 Maintenance of decorative surface
The impact resistance of broken bridge aluminum alloy window is poor, and protective railings with a height of not less than 900㎜ should be set when there is no window sill wall indoors. In general, protective railings or green belts should be set at the outside of aluminum alloy windows near the windows to isolate them from the sidewalk.
The decorative surface of the broken bridge aluminum alloy window should be cleaned regularly. The specific contents are detailed in the following order. The decorative surface of aluminum alloy window decorative materials such as aluminum profile glass cannot be scraped with sharp metal. If there are strong corrosive substances such as strong alkali on the decorative surface of aluminum alloy window material, it should be wiped clean with soft cotton cloth immediately and rinsed with clear water.
2 Maintenance and management of other parts
When people leave, the openable part should be closed. Before severe weather such as strong wind and rainstorm occurs, the closing of the openable part should be carefully checked. The moving parts should be coated with lubricating oil frequently to keep flexibility and avoid corrosion. In the process of use, there should be no water in any part of the aluminum alloy window. The auxiliary system of aluminum alloy window shall not be dismantled or destroyed at will. During indoor decoration construction or other activities, care should be taken not to soak fire-proof cotton and thermal insulation cotton.
Broken bridge aluminum alloy window warranty
1. Warranty period is 2 years according to the requirements of the Owner and national regulations, counting from the date of completion acceptance.
Second, service control.
1. Purpose: To realize after-sales service of all products, so as to monitor the completed projects delivered for use and make customers get satisfactory service.
2. Scope: This procedure is applicable to the services provided by the company to the owners or property management departments of the projects undertaken.
3. The engineering maintenance department maintains the after-sales service of products and manages the after-sales service under centralized management.
4. The design department is responsible for compiling the instruction manual of the product, and defining the characteristics, uses and usage methods of the product.
5. The quality inspection room is responsible for issuing the product certificate delivered to the owner.
6. Operating procedures
(1) After the project is completed and accepted, the project department will sign a warranty maintenance agreement with the owner or property management company in time.
(2) During the warranty period, the on-site inspection and visiting users shall pay a return visit at any time in case of emergency, and make a record of the return visit service.
(3) During the warranty period, the company will be responsible for free maintenance of any product quality problems or problems caused by construction. If the product is damaged artificially, the engineering maintenance department shall be responsible for the maintenance expenses, and the damaged person shall be responsible.
(4) During the warranty period, the project manager shall organize the original project personnel to actively serve the delivered project, listen to customers' opinions on the project, fill in the quality form, and report it to the design department and the quality inspection room for the record.
7. After the project is completed and delivered for use, pay a regular return visit within the time limit stipulated in the contract to understand the shortcomings or improvements in the use of the product.
(1) In case of sudden changes, the engineering department shall immediately organize personnel to pay a return visit to solve the owner's calls and letters.
(2) seasonal return visit
(2. 1) Visit in rainy season. The engineering department will organize the original project department personnel to conduct spot checks on the waterproofing of the project.
(2.2) Visit in typhoon season: The Engineering Department organized the original project team to inform the owner to close the open windows in typhoon season; (2.3) Winter visit: The engineering department is responsible for spot-checking the warmth of doors and windows and the self-explosion of glass.
8. Technical return visit: The design department is responsible for technical return visit to existing projects to understand the technical performance and application effect of new materials, new processes and new technologies. The design department shall, jointly with the relevant departments, investigate the quality of the projects already built or under construction, obtain scientific basis, and make records to create conditions for improvement, perfection and popularization.
9. Record all return visits and warranties, and submit written reports as technical data for archiving.
10. When the broken bridge aluminum alloy window project is completed and accepted, our company will provide the owner with the use and maintenance manual of the broken bridge aluminum alloy window.
1 1. Before the broken bridge aluminum window is delivered for use, our company will train aluminum window maintenance personnel for the owner.
III. Inspection and Maintenance Plan
1. If bolts are found to be loose, they should be tightened or welded in time after the owner moves in for one month.
2. If the joint is found to be rusty, it shall be derusted and painted in time. If it is found once every six months, it should be repaired in time.
3. When the glass is found to be loose or damaged, it should be repaired and replaced in time. Telephone calls and letters should arrive within 24 hours.
4. When sealant and rubber strip fall off or are damaged, they should be replaced once a year in time.
Unit after-sales service plan 5
After-sales service, as the most important part of enterprise's overall service, has become an important means of enterprise competition. Good after-sales service can not only win the market, expand the market share and obtain good economic benefits for enterprises, but also enable enterprises to obtain the latest market information through the implementation of after-sales service, urge enterprises to better improve their products and services, keep the leading position in the competition, and provide decision-making basis for enterprises to realize sustainable development strategy. Based on these standpoints, our company has formulated the following service plans:
I. Services
1, installation and debugging service
(1) Our company is responsible for delivering the products to the designated place according to the software model and quantity specified in the contract, and ensuring that the equipment installation, debugging, startup and operation are completed on time according to the contract requirements;
(2) Our company tests all hardware and software according to the contract requirements;
(3) Our company provides technical training;
(4) Our company is responsible for the on-site installation, debugging and site acceptance test of all products in the contract.
(5) After the products arrive, under the supervision of our company and users, users will check and count the products.
(6) After all products are installed and debugged, both parties can conduct acceptance tests.
(7) The service personnel demonstrate and explain the usage and precautions of the products on site; Customers' questions about products are answered by service personnel.
2. After-sales network service
(1) If customers find problems in the process of using our products, they can immediately log on to our website for online consultation on software functions and problems.
(2) In our company's information website, customers have questions about the use of products, and network service personnel should immediately answer them to improve customer's after-sales satisfaction.
(3) In the company website, someone should be stationed in the company website at any time, and the problems encountered by customers should be solved quickly; If on-site service is needed, the after-sales service personnel should register customer information and customer problems, and assign tasks to the after-sales service personnel, who should arrive at the customer's office to solve them within X working days.
Guizhou Tongxin da technology co., ltd. note: in terms of network services, our company's purpose is to serve customers wholeheartedly. Using online consulting to serve customers can better save our company's human resource costs and collect customer opinions and feedback information more efficiently. Network service is the best communication tool. In communication with customers, waiters should try their best to satisfy customers under the premise of service company regulations and legal norms.
3 After-sales telephone service
(1) The customer calls to consult our product information, and the service personnel should make a comprehensive analysis after receiving the call.
(2) After receiving the call from the customer, the after-sales service personnel of our company should immediately solve the problems that are not serious or can be solved directly on the phone.
(3) If the customer's problem can't be solved well by telephone communication, the telephone operator should immediately ask the customer's problem and customer information, register the customer's problem, hand it over to the relevant personnel, and handle it within X working days.
(4) In the telephone service, when the customer calls to inquire about the product price of our company, the operator should not give a positive answer immediately.
(5) No matter whether our new customers or old customers buy our products, our after-sales service personnel should call regularly to ask customers about their familiarity with the purchased products; Whether the characteristics of the product meet the customer's requirements; Whether the attitude of the door-to-door service personnel is good; What needs to be more humanized and rationalized in our products?
3. On-site service
On the premise that our company's on-site service is normal and reasonable and does not violate laws and regulations, if customers have problems in the process of using our products and cannot be solved by telephone or network, it must be a direct face-to-face service plan for customers. The process of this scheme is as follows:
The first step: after receiving the customer's phone call or network information, the customer service staff can't solve the problem of only on-site service through communication. Customer service personnel need to accurately understand customer problems and register customer problems and customer information.
Step 2: the customer service staff will hand over the customer's demand information for on-site service to the relevant staff.
Step 3: After receiving the information of on-site service, the relevant staff should have assigned the task to the specific personnel of the company as soon as possible.
Step 4: After receiving the task assigned by the superior, the door-to-door service personnel should contact the customer immediately and make an appointment with the customer.
Step 5: The door-to-door service personnel arrive at the customer's address within the time agreed with the customer, serve them and charge corresponding fees.
Step 6: After the service personnel return to the company, they need to systematically report the problems and contents of this service and submit them to the after-sales service department of the company.
Step 7: Our company will pay a return visit to the service by telephone or online to ask customers about the use of the products and their feelings during the service.
Precautions for door-to-door service personnel:
(1) Show the "Qualification Certificate" when visiting the service.
(2) Publicly display our company's "unified charging standard" and charge according to the standard; Billing for users after charging; No extra fees shall be charged to customers, and once found, severe punishment must be imposed. Show the installation registration form or service record, and ask users to sign their opinions after the service is completed;
(3) After the service, it is necessary to demonstrate to the customer that the functions of the product can be used normally, and explain to the customer that the use knowledge is in place.
(4) Do not drink water, smoke, eat or give gifts;
(5) Door-to-door service personnel must dress neatly, be decent and generous, communicate with customers politely, and must not have any behavior conflict with customers.
(6) Door-to-door service personnel must provide all-round services to customers in strict accordance with the regulations of our company, and shall not cut corners or be careless.
4. Return service
If you feel that the products provided by our company are not satisfied and do not meet the customer's requirements within X days of using the products, the customer can reasonably apply for a return within the scope stipulated in the contract, and there are some procedures to be noted:
(1) The customer raised an objection to the product.
(2) the company's after-sales service personnel give customers a reasonable explanation; If the product is unusable and requires a return, our company promises to give customers unconditional return compensation (excluding man-made damage); Because the customer doesn't know how to use the product and asks for a return, our company will provide you with a free training. If you need training in the future, we will charge a certain training fee according to the regulations. If the customer insists on returning the goods, the after-sales service personnel should immediately cooperate with relevant personnel to handle the return.
(3) Our after-sales service personnel inspect the products, including quality, information, whether the products are unpacked and whether the goods are in good condition.
(4) After the goods are inspected, fill in the return form (basic information of the goods, reasons for return and opinions).
(5) After-sales service personnel systematically explain the return situation and hand it over to the superior management.
Second, after-sales service information
With the rapid development of market economy, China is gradually developing from the primary and secondary industries to the tertiary industry. With the advent of the information age, the development of service industry is more and more in line with people's living habits. The improvement of service system and service quality has a strategic impact on the development of enterprises. Enterprises should not only ensure customer satisfaction and loyalty, but also collect customer information and understand customer needs. Thereby promoting the company's products to be more perfect and get the favor of customers. Good after-sales service can bring huge business opportunities for the future development of enterprises, so our company's after-sales service not only focuses on serving customers, but also can collect customers' opinions well, (1) understand customer demand information and improve the company's products.
1, information collection
(1) Information sources: telephone service records, customer product quality disposal forms, product quality disposal forms, after-sales information feedback forms, customer service disposal forms and other materials. All data shall be recorded as electronic files in time and submitted to the quality engineer regularly for sorting.
(2) The after-sales service department shall make a weekly report on this week's telephone records, company website records, customer consultation records and service demand records.
(3) After-sales business travelers should fill in the after-sales information feedback form in detail every time they travel, and submit it to the after-sales service department every time. During the maintenance period, record the faults in detail by means of video, photos, electronic documents, etc. And organize it into data and submit it to the after-sales service department.
(4) After-sales service personnel can collect and summarize information about the industry in different places such as network information, customer information, newspapers and magazines.
2. Information collation and analysis
(1) Telephone service records, customer product quality handling opinions, product quality handling sheets, after-sales information feedback opinions, customer service handling sheets, fault videos, photos, physical objects, electronic documents, etc. It is sorted by after-sales professionals every month and reviewed by specialized personnel in customer service department.
(2) For the continuous problems in this month, this quarter and this year, the reasons for such problems are analyzed through early warning at different levels.
(3) Summarize the customer's opinions, the problems existing in after-sales service, the customer's demand points, and the customer's perception and satisfaction with our products, and analyze the areas where the products need to be improved.
(4) classify what problems customers will have when using our products. For a certain kind of product problems, after-sales service personnel and technical developers will discuss how to properly solve such problems, so as to achieve efficient and fast, and each problem will be solved perfectly.
(5) Summarize and classify all the above problems, get the final after-sales problem results, handle different problems differently, and hand over technical problems to technical developers for product improvement; Service problems are handled by service personnel:
First, the knowledge training of after-sales service personnel;
Second, conduct etiquette training for after-sales service personnel;
The third is to be familiar with the service process; We must make the company's after-sales service quality efficient and fast, and get the most satisfactory evaluation from customers.
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