1. The engineer accepts the service task.
1. Received door-to-door service task.
When accepting the customer's door-to-door service task, we must first ensure that the user's information is accurate, including the user's name, address, contact number (or pager, mobile phone, etc.). ), product model, purchase date, failure phenomenon, user requirements, etc. If the information is not detailed, such as unknown address, wrong telephone number, no product model and unknown purchase date, check with the dispatcher or distributor first, if not, contact the user directly for verification.
2. Analyze user information
(1) According to the fault phenomena reflected by users, analyze the possible fault causes, maintenance measures and required spare parts. If it is a false alarm or improper use by the user, you don't have to call for consultation, but you should call for consultation and guide the user to use it correctly, and follow up the user's usage after 2 hours; If there is no such spare parts, they should be collected or applied for immediately.
(2) According to the user's address, the required door-to-door time and the situation that he has received the work, analyze whether he can come to the door on time. If the time is too short to ensure punctual arrival, or it conflicts with other users' door-to-door time, apologize to the user, explain the reasons and ask the user to agree to change the appointment time with the user; If the user disagrees, please transfer it to someone else or the information officer in the feedback center.
(3) Can this fault be repaired? If this fault has never been repaired or similar faults have not been handled well before, you should consult other engineers immediately or contact the center and headquarters.
(4) Can this fault be repaired in the user's home? Does it need repairing? Do you need to provide a flipper? It may not be possible to repair in the user's home. If maintenance is needed, it will be delivered directly to the door with a dumper.
Contact users
After the problem is identified and the solution is found, contact the user by phone to confirm the door-to-door time, address, product model, purchase date, failure phenomenon, etc.
(1) If it is far away from the user's residence, you can't guarantee to visit at the appointed time, you should apologize to the customer, explain the reason and change the appointment time.
(2) If the customer's address, model or fault phenomenon does not match, it shall be reconfirmed and on-site service shall be conducted according to the confirmed address, model or fault phenomenon. If the customer's product is beyond the warranty period, it is necessary to prepare a receipt (invoice) and charge according to the charging standard stipulated by the company.
(3) If the problem belongs to misinformation by the user or improper use of information, the service engineer will call to instruct the user to use it. If the user does not accept the consultation, the service engineer should come to the door for service; In order to prevent consultation errors or false consultations, all users after consultation must pay a return visit to users after 2 hours to ensure that users have no problems.
(4) If the user's phone is not answered, the service engineer should change the time to call. If the appointed time cannot be reached later, he will come to the door directly according to the address and feed back the intermediate results to the center in time; If the user is angry and refuses to visit the service engineer, listen to the user's vent patiently (pay attention to answering halfway to let the user know that you are listening), communicate with the user on the principle of taking responsibility and solving problems, and obtain the user's consent to accept the service at home; If the user can't get in touch all the time, the service engineer should come to the door according to the address, or if the user is not at home, leave a message for the user and leave his phone number, hoping that the user will contact again in the future.
Step 2: Get ready to go.
1. Prepare various maintenance tools.
Service engineers should prepare maintenance tools, spare parts (or turnover machines), five props, warranty records, receipts, charging standards, message boards, employment certificates, etc. Among them, the pad is a necessary item to avoid soiling the user's articles. In order to prevent items from being wrong or lost, service engineers should check their toolkits against the standards before leaving.
2. The service engineer started.
The departure time of the service engineer shall be 1 hour in advance, determined according to the agreed time and the time required for the journey, so as to ensure that the arrival time is 5- 10 minutes earlier than the agreed time. The service engineer should reverse the departure time according to the agreed time and the time required for the trip to prevent the late departure from arriving on time.
3. The service engineer is on his way
If there is no traffic jam or accident on the road, the service engineer should not delay in other users' homes and ensure that the arrival time is 5- 10 minutes earlier than the agreed time; If the service engineer encounters traffic jam or other accidents on the road, he should call the user in advance to apologize, change the door-to-door time or inform the center in advance to reschedule other personnel with the consent of the user; If the service engineer delays time in the last user's home, he should feed back the information to the information officer or relevant personnel in order to inform the user.
Three. Work before formal service
1. Preparation before the service engineer enters the site
Service engineers should first check their gfd to ensure that Haier's work clothes are formal and clean; Make the instrument clean and full of energy; Eyes straight, enthusiasm; Smile.
In order to prevent service engineers from wearing non-Haier overalls or dirty clothes, and from having long hair, unkempt appearance and long beard, Haier strictly requires service engineers to pay attention to their self-cultivation at ordinary times and check gfd before going to work every day. Before knocking on the door of users' homes, they should first self-check their gfd until they meet the service standards.
knock at the door
Although knocking at the door is just a trivial ordinary action, Haier is still strict and meticulous with service engineers. Haier's standard action is to tap twice and tap three times in a row. If there is a doorbell, ring it first. Haier requires service engineers to practice more at ordinary times and form a habit; Stabilize your emotions a little before knocking to prevent continuous knocking; Knock too hard.
If the user can't hear you, or has other things to do or no one at home, the service engineer should repeat 1 time every 30 seconds; Call after 5 minutes without opening the door; If you can't get in touch by phone, ask the user's neighbor. After confirming that the user is not at home, post information on the user's door or in a prominent position. When the user pays a return visit, take the initiative to contact the user by phone: at the same time, notify the center (call center). In order to prevent users from waiting downstairs, service engineers should look around downstairs to see if there are users waiting here.
come in through the door
When the service engineer arrives at the user's home at the appointed time or 5 minutes in advance, he must first introduce himself, confirm the user, and show his employment certificate.
(1) If the service engineer is late and fails to arrive at the appointed time, and the user is unhappy or even refuses to enter the house, Haier provides various solutions for the service engineer: if the user has a contact number, he must contact the user 1~2 minutes before the appointed time, and apologize to get the user's understanding.
If the service engineer is less than 15 minutes late, he should apologize to the user first, and can explain to the user on the grounds of traffic jam in order to gain the understanding of the user (not on the grounds that there are too many service users); If the user is in a hurry, he can actively change the appointment and then come to the door in advance according to the agreed time.
If the service engineer is late for more than 15 minutes (or longer), he should first sincerely apologize to the user. It can be explained that he originally arranged for other masters to come to his home, but he was delayed in another user's home and temporarily reassigned me, so he delayed the time, hoping to get the user's understanding and send a small gift; If you don't accept the apology, the after-sales manager will apologize.
(2) If the user is not at home, the service engineer should apologize, ask for leave, find out the reason and find the user in time; If the user is not at home (nanny is at home, etc. ) and refused to enter the house, the service engineer should show his employment certificate, explain the reasons to the other party, and ask the other party to contact the user immediately for confirmation, and can reschedule under special circumstances.
(3) If the user doubts the qualification of the door-to-door service engineer or even refuses to enter the door, the service engineer should first show his employment certificate to show the user that he has received formal training; Tell users about Haier's complaints and supervision telephone numbers; Win the trust of users through standardized consulting language and skilled maintenance technology; If the user just refuses to come in, then change the appointment with the user and the after-sales manager will come in person.
(4) Service engineers may encounter such a situation that the product to be repaired is not here, but somewhere else. In this case, the service engineer should be led by the user to the product location or go there by himself or make an appointment to visit again with the user's consent.
(5) If there is a temporary power outage at the user's home or the user has something to go out temporarily, the appointment time will be changed with the consent of the user; If the user is eating, the service engineer should wait for the user to finish the meal before coming to the door, or do it according to the user's opinion.
4. Wear shoe covers and put away the toolbox.
When a service engineer wears a shoe cover, he first wears a shoe cover to enter the user's home, and then wears another shoe cover to enter the user's home. If the user refuses to wear it, the service engineer should explain to the user that this is work discipline and must be worn in principle; Under special circumstances, it can be handled according to the opinions of users. If the service engineer is standing outside the door wearing shoes, please clean the shoes before entering. In order to prevent the shoe cover from being too dirty, worn and old, a spare shoe cover should be brought in the tool kit.
When placing the toolbox, you should find a suitable position close to the product, put it down on the premise of ensuring that the toolbox does not pollute the ground, take out the mat cloth and spread it on the ground, and then put the toolbox on the mat cloth. When installing, cover the nearby items that may become dirty due to installation with a cover cloth.
Haier requires service engineers to conduct self-inspection before departure to prevent the tool box and pad cloth from being too dirty, the tools in the tool box from being untidy, and the spare parts from being placed in disorder, leaving a bad impression on users and affecting the company's image.
Four. Start service
1. Listen to users patiently.
Service engineers should listen to users' opinions patiently and eliminate users' troubles. The service language of service engineers should be standardized, and Haier requires the language of service engineers to be civilized, polite and appropriate. The tone is mild, cheerful and warm; Speak clearly and speak at a moderate speed.
If the user is angry and emotional, the service engineer should listen to the user's vent patiently, keep his eyes on the user, and answer from time to time to let the user know that you are listening carefully; If the user refuses to repair, ask for a return, find out the reason why the user refuses to repair, consult from the user's point of view, dispel the user's concerns and let the user accept the maintenance service; If users strongly demand maintenance workers to rest, drink water, smoke and other behaviors that violate Haier's service standards, service engineers should explain Haier's service tenet and service discipline in detail to gain users' understanding.
2. Fault diagnosis
The service engineer should accurately judge the cause of the fault and the parts that need to be replaced. If the product is out of warranty, explain to the user that the product is out of warranty and charge, get the user's consent and show the charging standard.
(1) If the service engineer is not sure about the cause of the fault, he will pull it back for inspection on the grounds that it has passed the comprehensive detection by the detector; If the spare parts to be replaced are not brought, broken or wrong, the service engineer should apologize to the user and judge only by the fault phenomenon described by telephone. If users have time, they can go back to get spare parts immediately. If users don't have time, they can reschedule a reasonable time for on-site service. If the machine is normal but the user determines that there is a problem, the service engineer should consult the user reasonably with the standard consulting caliber.
(2) The service engineer shall promptly eliminate product failures in strict accordance with the relevant technical data released by the company. If it can be repaired at the user's home, it will be repaired on the spot. If it can't be repaired at the user's home, gently explain to the user that it needs to be pulled back for repair, and provide a turnover machine. Check the appearance of the product to be repaired, show the iou and sign it. If the product is installed, the installation location should be discussed with the user before installation, and the opinions of the user should be respected. However, if the user's opinion violates the installation specification, it is necessary to explain the possible hidden dangers to the user, and the user will reconsider, but the final opinion must be decided by the user.
Words and deeds in the user's home must be standardized: tools, toolboxes, spare parts and other items used for maintenance or removed from the product must be placed on the mat; Try not to borrow the user's things. If you need to borrow them under special circumstances, you must get the user's consent. If you want to move the items placed in the user's home, you must explain them to the user in advance and get the user's consent; When borrowing stools or other items from the user's home, the user's consent must be obtained in advance, and the mat cloth must be used for protection when trampling; Smoking, drinking, eating and staying in users' homes are absolutely forbidden; It is absolutely forbidden to use the bathroom and towels in the user's home; When carrying products or furniture, it is not allowed to push around on the floor or carpet. You should compensate the loss of the user's home according to the price and apologize.
(3) In actual maintenance, if the user refuses to replace minor repair parts, the service engineer should consult and explain to the user; If it can't be repaired in the user's home, it needs to be pulled back for repair, but the user refuses to repair it, or suspects that the parts that will be replaced or the products have serious defects. The service engineer should explain the benefits of pulling repair and convince the user to pull it. If the user just disagrees with the maintenance, he can go to the user's home for maintenance with the user's consent, and let the user write down the spare parts number. At the same time, provide users with turnover machines, pull back their products, provide receipts, and agree with users on the return time, and return the goods according to the specified time.
(4) If new problems are encountered during maintenance, the service engineer should temporarily avoid the users, and timely feed back the new problems to the technical department of the center or headquarters for on-site solution. If it can't be solved on the spot, the service engineer will persuade the user to repair it on the grounds of testing. If the user does not agree with the maintenance and asks for a replacement machine, the service engineer will return the machine according to the user's request if it meets the conditions for replacement; If it does not meet the conditions for returning the machine, carefully explain the national three guarantees regulations to users and touch users through sincere service; Special circumstances shall be reported to the center for instructions. If the user asks for compensation, the service engineer should not reply to the user easily. Please report to the center, and do not show it.
(5) If the service engineer receives another door-to-door message while serving in the user's home, he needs to go to the door immediately to handle it, explaining to the user that he needs to make a phone call (the user's home phone is not allowed), and explaining to the center that it takes time to serve in the user's home now, and the center will reassign other service engineers or change the appointment with the user according to the user's priority.
If the product can't be repaired while eating at the user's home during the maintenance period, the maintenance should be continued with the user's consent in principle. If there is any inconvenience, clean up the site, and make an agreement with the user to come back after the user has finished eating, and specify the time of coming back (not eating at the user's home); If the user strongly asks the service engineer to eat, he politely refuses.
(6) If the service engineer encounters the situation that the user detains the service engineer or the service engineer's tools on the grounds that the conditions put forward by him are not met, or the user is arrogant and scolds the service engineer, don't have a direct conflict with the user, call the center and the center will handle it.
(7) Debugging and general inspection. Service engineers should ensure the normal maintenance of products, and there are no other hidden dangers except maintenance. If the product is not maintained, it should be overhauled or re-maintained; If there are other hidden dangers, all other hidden dangers should be ruled out; If the service engineer has no time to test the machine, follow up and pay a return visit two hours later to ensure the normal operation of the machine.
(8) Guide users to use, clean products and clean the site. After debugging, the service engineer should train the users in the basic knowledge of product use and maintenance, and explain the common problems such as users' impatience with use.
After the maintenance, the service engineer should restore the product to its original position, clean the inside and outside of the product with his own clean rag, clean the floor and clean the maintenance tools. Before letting users sign their opinions, self-check the products and the site, organize the toolbox, and self-check the toolbox to prevent the products from being washed or the site from being washed, and the tools are left at the user's home. If the floor and products are damaged when the products are moved and reset, the users should be compensated according to the price.
Verb (abbreviation for verb) cost
1. Upgrade fee
Before on-site maintenance, the service engineer should first explain the charging standard and service policy to the user. If spare parts are used, the cost of spare parts should be displayed to the user, and the upgrade fee should be charged to the user according to the user's requirements and an invoice or receipt should be issued to the user; If the user asks for a discount on the core, the service engineer should explain the service policy and company regulations to the user and charge according to the standard.
2. Software cost
Install the software at home within one month, and provide free debugging training for users; After three months, give users debugging, charge, and issue invoices or receipts to users.
3. Excess premium
Show the charging standard, charge in strict accordance with the charging standard, and issue a receipt. If the user asks for an invoice, the user must be invoiced. If the charging standard is inconsistent with the user's warranty certificate standard, the lowest charging standard shall prevail. If there is no invoice on site, it should be agreed with the user to resend the invoice or send it.
4. Others
If the user doesn't pay the fee, or requests to reduce the cost of further maintenance, the service engineer should explain the national three guarantees and warranty period to the user in detail, so as to impress the user's sincerity and let the user understand the rationality of the charge. If the user insists repeatedly, report the information processing results to the center, and handle them according to the instructions of the center. In special cases, report them to the center leaders for instructions.
Termination of intransitive verb service
1. Ask the user for directions.
The maintenance engineer should fill in the warranty record in detail after maintenance, so that the user can evaluate the maintenance quality and service attitude of the product and sign it (if it is necessary to properly conceal the cause of failure and maintenance measures from the user, these two columns can be left blank and filled in after returning to the maintenance department).
If the user does not fill in the comments and signatures, do not force the user to sign; If the user is not satisfied, the service will be tracked until the user is satisfied.
2. Give small gifts and service cards.
Finally, the service engineer should give small gifts and business cards to users. If users have further requirements, they can contact them by phone on the service business card. If the user asks the service engineer to leave his phone number, the service engineer should explain to the user that the phone number on the business card is the company's service phone number, and we will come to the door in time if there are any requirements.
Apologize to the user
When saying goodbye to the user, the service engineer should take off one shoe cover and step out of the door, then take off the other shoe cover and stand outside the door, and finally say hello to the user again. If the shoe cover is taken off at the user's home, the service engineer should wipe the floor with a rag and apologize to the user.
Seven. Return visit and information feedback
1.
For the user information that has not been completely repaired, the maintenance personnel will pay a return visit after 3 hours (in general, the call center will pay a unified return visit or the center will pay a return visit to the user). If the returning user is not satisfied, he will revisit the service until the user is satisfied.
2. Information feedback
The service engineer will feed back the service task supervision card to the branch information officer on the same day, and the branch information officer will feed back the user results to the center on the same day. If the service task supervisor is "satisfied" with the signature of the non-user or fails to give timely feedback on the warranty record, the information officer of the branch will check the accounts with the maintenance personnel every day, handle the fraud according to the regulations, and pay a return visit to the user in time to take remedial measures; If the information feedback of the network messenger is not timely, the central information officer will check the accounts with the network messenger at a fixed time every day and handle them according to the regulations.