一、总则

公司以追求最完善的售后服务,体现温馨、温情、温暖的服务宗旨,以品牌化经营,提高顾客满意度为指导方向。

二、服务承诺

1.售后跟踪:公司对售出的产品,我们将做长期售后跟踪服务,让我们用周到热情的服务保证每一位消费者能用上满意的产品。
2.专业维修:我们拥有专业的维修人员,免费为各位用户提供咨询和介绍产品的使用注意事项等工作。

3、维修时间:接到客户电话2小时内给予答复,江浙沪48小时内赶到现场,其它地区5天之内(特殊情况除外。)

三、管理体制

1.公司设专门的售后服务机构和售后配件库,履行为消费者提供售后服务的职责。
2.公司负责消费者反馈信息的收集、投诉的受理。
3.公司将定期或不定期举办产品售后服务培训。
4.公司设立全国售后服务热线咨询电话,号码为:0510-87843456,提供在线售后服务和咨询与解答。

四、维修服务细则

1.公司维修人员须经培训合格后方可上岗。
2.公司售后服务人员在接到维修来电来函时,应详细记录客户名称、具体地址、联系方式、购买日期、查清存在的问题和故障现象。
3.公司售后服务主管接到报修后,初步评价故障现象,派遣合适的维修人员负责维修。
4. 公司维修人员在服务过程中必须要做到诚心、精心、细心。

五、服务准则

1.一流的服务态度,超值的服务质量,宣传公司文化,树立公司形象。
2.服务及时、快捷,最短的叫修、等待时间,最少的修理耗时。

1.      General rules

The company uses the pursuit of the most perfect after-sales service to reflect the warm, tender and solicitous service purposes, uses the branding management to improve the satisfaction degree of customer as the guiding direction.

2.      Service commitment

1) After- sales tracking: the company will make long-term after-sales tracking service for the sold products from our company, uses our warm and welcoming service to ensure that every consumer can use the satisfied product.

2) Professional maintenance: we have professional maintenance staff that can provide free consulting, introduce products note and other works for all users.

3) Repair time: Reply within 2 hours after receiving customers’ calls, arrive on the scene within 48 hours in the places of Jiangsu, Zhejiang and Shanghai, other places within 5 days, (except for the special circumstances).

3. Management system

1) The company sets up a special after-sales service agencies and after-sakes parts library to fulfill the duties to provide service for consumers.

2) The company is responsible for collecting consumer feedback information and handling the complaints.

3) The company will hold the regular or irregular product service training.

4) The company sets up national service hotline telephone, the number is 0510-87843456, which can provides online service, advices and answers.

4. Maintenance service detailed rules

1) Company maintenance personnel need to be trained qualified before the appointment.

2) When company service personnel receive the service call letters, should make detailed records for customer’s name, specific address, contact details, date of purchase, and find out the existing problems and faults.

3) When company after-sales manager receives the repairs call, he will preliminary evaluate the faults and dispatch the appropriate maintenance personnel to maintain.

4) In the service process, company maintenance personnel must be sincere, meticulous and careful.

5. Service standards rules

1) Uses the first-class service and extra value services quality to promote corporate culture and establish corporate image.

2) Make timely and fast service with the shortest called repair, waiting time and the least repairs time-consuming.