1. 1 The business department pays a phone call back to customers from time to time to register the satisfactory information or suggestions reflected by customers.
1.2 When a salesman receives a call, letter or visit from a customer, he shall immediately notify the business department, which shall be responsible for registering in the "Customer Information Feedback Registration Form" and immediately hand it over to relevant departments for handling and circulation.
1.3 the quality control department should provide customers with necessary technical advice, such as product introduction, and emphasize the possible dangers and related responsibilities caused by improper use.
1.4 Provide services specified by customers according to the contract requirements, including on-site services.
2. Customer complaint handling:
2. 1 The business department shall handle the product quality problems reflected by customers according to the following requirements.
A. After the opinions reflected by customers are accepted by the business department, they are registered in the Customer Information Feedback Registration Form, and the salesman submits the written complaint materials (or bad samples) to the Quality Control Department. The person in charge of the quality control department assigns relevant personnel to investigate and analyze the causes, and puts forward suggestions on corrective and preventive measures. The production department improves it to be qualified according to the suggestion of the quality control department, and fills in the "Customer Complaint Investigation and Handling Form". The business department shall verify the improved qualified control methods of relevant departments, report them to the general manager for approval after confirmation, and reply the relevant processing results to customers according to the Customer Complaint Investigation and Processing Form.
B if the customer returns the goods, the business department will submit the written complaint materials (or bad samples) to the quality control department, which will return the products to the customer.
Inspect the returned products, screen qualified products and unqualified products, and classify and identify them. After the nonconforming products are reworked or repaired by the responsible department, the quality control department will re-inspect, and the results after inspection will be treated according to the Nonconforming Product Management Procedure.
2.2 After investigation and analysis, if the responsibility belongs to our company or cannot be confirmed, we need to take appropriate measures to deal with it according to the investigation results or customer requirements, and record the results in the "Customer Complaint Investigation Processing Form".
2.3 After the countermeasures are decided, the implementation department will implement the improvement work according to the contents of the countermeasures, and the business department will be responsible for tracking the results and reporting the verification results to the management representative for approval.
2.4 The business department should write an annual product report on customer service within one year and submit it to the management representative, so as to evaluate the product usage in the management review presided over by the general manager, thus improving the product quality and service of our company.