1. Business personnel submit user information;
2. After receiving the user information submitted by the business personnel, verify the company name, contact person, contact telephone number, address, purchased software and other information submitted by sales by telephone;
3. If the user is not contacted in the first visit, contact again at another time next time;
4. Inform users of our service information by telephone, such as whether the service code has been obtained, whether the encryption lock number is correct, whether the user service supervision and technical telephone number are known, and whether the service submission process and service response time are known.
5. Understand the service demand of users, confirm the service information required by users and record the demand information;
6. After recording the user requirements, submit the user requirements to the heads of relevant departments after work every day.
Second, the consultation, implementation stage service process
1. The manager of the implementation department applies for the project after implementing the service requirements according to the users transferred from the first visit;
2. After the project application, the implementation department manager assigns tasks to the project;
3. After receiving the assigned implementation project, the project manager will coordinate the project team members, formulate the implementation plan, control the project objectives and scope, control the project risks, control the customer expectations, supervise the implementation process, and ensure the project quality and implementation progress;
4. After receiving the project, the implementation consultant will implement the implementation plan, carefully complete the daily confirmation of the implementation log, and deliver the implementation results of this stage after the completion of each implementation stage in the implementation progress;
5. For projects with problems in project implementation progress, the implementation consultant may apply to the project manager and the implementation department manager to suspend the project;
6. If the problem of suspending the project is solved, the project will resume normal progress, and the implementation consultant can apply for project acceptance evaluation after the implementation of each stage is completed;
7. If suspending the project can't solve the problem, the implementation consultant can apply to the project manager and the implementation department manager to terminate the project;
8. After the implementation stage is completed, the implementation consultant can submit it to the project manager and the implementation department manager for project acceptance evaluation;
9. The final inspection can be carried out for the project that has passed the project acceptance evaluation, and the project manager will review all the implementation documents of the project and submit them to the implementation manager for review and filing;
10. If the project fails to pass the project acceptance evaluation, if it is due to the pre-sale commitment or product demand, the project can apply to the implementation manager and the company for project termination;
1 1. If during the project implementation, the project acceptance evaluation fails because the phased work of the implementation consultant is not completed, the project will be re-implemented by the implementation consultant.
Third, the hotline support service process
The hotline support link is responsible for accepting users' inquiries, answering users' technical questions, and recording the phenomena and solutions of the problems. For problems that cannot be solved, fill in the list of user hotline service and send it to the site for distribution by the service manager.
1. The service manager arranges the hotline duty for the hotline duty personnel;
2. The hotline duty officer shall undertake the hotline duty service according to the duty schedule;
3. When receiving the service request that needs to be directly dispatched to the site for duty, directly submit the service record of the site dispatching request;
4, received a hotline call on duty, to determine whether the hotline problem can be solved on the phone;
5. If the phone can't solve the problem, put it on hold for a while, and then call the user to solve the problem after consulting the solution. If the problem cannot be solved by contacting again, please submit a request for on-site delivery, and the service manager will arrange the on-site delivery in a unified way;
6. If the hotline problem can be solved, it will be recorded in the hotline and then put into the standardized problem base for processing and archiving.
Four. On-site support service process
1. After receiving the on-site service request submitted by the hotline, the service manager verifies the on-site service request record;
2. After verifying that the service request record is correct, distribute the on-site service request on site;
3. After receiving the on-site service delivery, the service personnel shall first confirm whether the information and materials on the service delivery list are correct;
4. After confirming that the service dispatch information is correct, make an appointment with the user for on-site service time and go to the door to solve the problem within the time agreed with the user;
5. After the problem is solved, the service personnel need to return the filled Service Dispatch Form to the company for verification;
6. If the problem can't be solved, the service personnel will write off the service dispatch list to the service manager after returning to the company, and ask for the next service dispatch list or hand over the problems encountered this time to the headquarters and track the solution results of the headquarters until the user's problem is solved;
7. After the problem is solved, archive the Service Dispatch and record the solved problem in the standardized problem library.
Verb (abbreviation of verb) user training service process
1. Training teachers set up training courses, which can be software operation training, software upgrade training, business training, etc.
2. Plan training work;
3. Student registration, training notice and course arrangement;
4. Organize students' exams after the training, and record students' exam results for future reference.
Six, user complaint handling service process
1, complaint acceptance:
Users complain directly to our company.
Users complain to the headquarters, and the complaints are forwarded by the headquarters.
2. Complaint confirmation:
The quality supervisor should carefully examine the complaints submitted by users in different ways after accepting them. If the complaint is true, record the detailed customer complaint and submit it to the corresponding responsible department for handling.
For complaints that do not belong to the service content promised by the company in the service agreement/contract, the complainant shall be explained and explained patiently in time, and the records shall be filed after handling. Such complaints are not valid service quality complaints.
3, complaint handling measures:
After the relevant departments confirm that the complaint is true, the responsible departments need to find out the specific reasons of the customer complaint and the responsible person who caused the customer complaint, and hold them accountable; The responsible person (or department manager) shall formulate the treatment measures, reply within 3 hours, get in touch with users, and provide services, apologies or compensation to users again. It is suggested that the general manager of the company should contact the company directly when encountering effective complaints from key customers, so as to enhance the confidence of users in solving complaints.
4. Monitoring and tracking of complaint results:
Within 1 working days after the processing result information is returned, the service supervisor will get in touch with the user, verify the processing result, and solicit the user's opinions on the processing result. Submit the unresolved complaints to the Service Development Department of UFIDA Software Co., Ltd. for upgrading.
5, record filing:
After the complaint is accepted, the responsible person (or department manager) shall formulate corrective and preventive measures, and the quality supervisor shall file the user complaint registration form. At the end of each month, the quality supervisor will collect and count the complaint data of this month, and issue a customer complaint analysis report to all department managers and the general manager of the company within three working days of next month as a basis for measuring, evaluating and managing the quality of customer service. If the complaint is transferred from the service headquarters, the quality supervisor will feed back the handling result to the service headquarters within 1 working days after handling.