(1) In order to improve operating efficiency and strengthen after-sales service, the Company formulates this method.
(2) The Measures include three chapters: general rules, service operation procedures and adjustment of customers' opinions.
(3) The handling of labor income and spare parts purchased by each unit shall be handled in accordance with the "cash receipt and payment processing procedures" and "inventory accounting processing procedures" in the company's accounting system.
(4) The service department is the planning unit of the company's after-sales goods, and should maintain direct and close contact with the service center and branches. The examination and approval of service work shall be handled according to the division of responsibilities of the company.
(5) These Measures shall come into effect after being approved and promulgated by the General Manager, and the same shall apply to the modification.
Fold and edit this maintenance and maintenance operating procedure.
(VI) The after-sales service of the company is divided into the following four items:
1. paid services (1)-those who maintain or maintain the goods sold by our company for customers and charge customers for their services belong to this category.
2. Contract service (b)-maintenance or repair of goods sold by our company for customers, and charging service fees to customers according to the provisions of the goods maintenance contract concluded between our company and customers, belong to this category.
3. Free service (C)- Personnel who maintain or maintain the products sold by our company for customers are exempt from charging customers for services during the free warranty period.
4. General administrative work (D)- All internal general administrative work related to services, such as job inspection, parts management, equipment and tool maintenance, short-term on-the-job training and other work that does not belong to the first three items, belong to this general administrative work.
(7) The table (table 14.6. 1) applied to service operation is as follows:
(8) When the service center or service group of each branch receives a customer's repair report or filing, the salesman of the unit shall register the customer's name, address, telephone number and product model in the Repair Report Register, and take out the "service certificate" of the product model from the customer data package and send it to the supervisor for scheduling.
(9) Technicians will bring the Service Certificate to the customer's site, and if they can handle it properly on the spot, they will ask the customer to sign the Service Certificate, bring it back to the salesman for cancellation in the Maintenance Register, and file the Service Certificate.
(10) Where there is a fee-based service, if the fee is low, the technician should charge the customer on the spot and hand over the money to the accountant for re-invoicing. Otherwise, the invoice should be issued to the accountant on the same day as the "service certificate" in order to collect the fee separately.
(1 1) If the service site cannot handle it correctly, the technicians should take the goods back for maintenance. In addition to issuing a "Customer Goods Receipt" to the customer, the technician should also ask the customer to sign the "Service Certificate", then take the goods back to the salesman, log in to the "Customer Goods Entry and Exit Register" and fill out a "Repair Card" for construction repair.
(12) Each completed "maintenance card" should be hung on the commodity, and the technician should fill in the actual maintenance time and replacement parts in detail. After the goods are inspected by the chief maintenance officer, the date of return will be indicated in the "Customer Goods Warehouse Register", and then the goods together with the "Service Certificate" will be sent to the customer for signature. At the same time, the original customer receipt of the technician will be taken back for invalidation, and the "Service Certificate" will be filed.
(thirteen) the provisions of the preceding paragraph to repair the goods, which belong to the paid repair, the technical personnel shall issue an invoice to the accountant on the day of return with the "service certificate" in order to collect fees.
(14) If the goods to be repaired cannot be repaired as scheduled, the technician should immediately report to the service director for assistance.
(15) The technicians shall fill in the "Technician Working Day Report" every day and submit it to the service director for review and record.
(16) The service supervisor should fill in the "Daily Report of Service Supervisor" on the basis of the daily report of technicians and according to the service category and time consumed by personnel on that day.
(17) The daily report of the service director of the branch shall be sent to the manager for review and signature before being transferred to the service department.
(18) salesmen in service centers and branches should check the "service certificate" according to the "telephone repair register" and send the work that was not repaired that day to the supervisor for priority assignment the next day.
(19) All services are operated on a six-hour system in urban areas and a seven-hour system in suburban areas, that is, the time from calling for repair to service arrival shall not exceed six or seven hours during working hours.
(20) One month before the expiration of the maintenance contract, the service center and branches shall fill in the Maintenance Expiry Notice and send it to customers, and send personnel to strive for renewal.
(XXI) The maintenance operation flow chart is attached. (omitted)
Fold and edit this customer opinion survey.
(22) In order to strengthen the service to customers and cultivate the concept of "customer first" for service personnel, the company specially conducted a customer opinion survey, and the survey results will serve as the basis for improving service measures.
(twenty-three) customer opinions are divided into customer suggestions or complaints and technical personnel evaluation. In addition to taking the evaluation data as a part of the technician's monthly performance appraisal, the service department should also pay special attention to the customer's suggestions or complaints and deal with them seriously, strive for perfection and establish a good reputation for the company's after-sales service.
(twenty-four) the service center and the branch shall send the customer repair record book to the service department the next day, so as to fill in and send the customer opinion questionnaire. The number of survey cards to be filled in and sent is based on the principle of full repair on the same day, and random inspection is not allowed.
(twenty-five) technician evaluation is divided into attitude, technology, arrival time, commitment to deal with four items. Each item is divided into four grades according to customer satisfaction, which is convenient for customers to check.
(26) If the customer's suggestion or complaint is serious, the service department shall immediately submit it to the deputy general manager for review or referral, and handle it in advance, and inform the customer of the handling situation; If it is of a general nature, the service department shall handle it by itself, but the customer shall be informed of the processing result in writing or by telephone.
(27) The service department should always keep close contact with service centers and branches, urge them to do so at any time and help them solve all difficult problems in strengthening services and handling customers' suggestions or complaints.
(twenty-eight) service centers and branches should send personnel to deal with customer complaints, regardless of the size of the situation, the service director personally or specially to express caution.