Customer service processing basis
1, customer service processing the main basis for execution issued by relevant national standards;
2, in the light of the problem of difficult to distinguish between customers, the company's customer service and the dealer in line with the mutual cooperation, and seek common development, risk-sharing principle for processing;
3, identified as products and, if the quality problem of customer complaint, the company is only responsible for the quality problem of product return.
Customer service process specification
1, dealers from clients or company's customer service call, aftersale responsible for directly with jurisdiction in the first time the customer complaints, both product quality and installation quality problems, must be received 24 hours to respond to customer complaints. If unable to deal with, we should report the company's customer service consultation treatment within 48 hours;
2, customer problems within the jurisdiction of dealers to ensure timely processing, if there are dealers intentionally delay, not timely solve; Such as media exposure affects the company's brand image or lead to the company reputation, reputation badly damaged; The company is entitled to confiscated its brand margin and cancel its local franchise, and compensation and legal responsibility shall be investigated for dealers;
3, report to the company's complaint, report all material requirements must have authenticity, report should be the "product acceptance certificate", "installation environment detection and process control table", "acceptance certificate of installation quality", "registration form" aftersale, photos of the investigation, field "customer complaint investigation report" delivery note, survey report, etc by mail or fax to the company's customer service. Via investigate false, false to dealers will be disqualified and confiscated brand margin. Assist the regional manager of fraud will be dismissed and forfeiture of all commission, at the same time, it will be investigated for domestic channel manager, district manager's management responsibility;
4, if the agency and its subordinate stores not timely deal with consumer's quality complaints, can't take the lower of the treatment by the superior to measure, but treatment fees shall be borne by all subordinate way;
Fault management regulations
Users of media exposure caused by after-sales problem, the administration for industry and commerce, quality and technical supervision bureau, the consumer society, the area manager shall be dismissed or cutting current all of the commission, at the same time management responsibility shall be investigated for domestic distribution manager, regional manager;
Customer file management and tracking service
The establishment of customer files
In order to further standardize and improve the company's customer service management, the company will fully launched terminal client review system in the whole country, and is asking the country to foreign regional manager and dealers must cooperate fully with the;
1, dealers to statistics all the services the customer documents and submit to the company's customer service, the company customer service will be 100% for each terminal customer pays a return visit;
2, customer documents submitted time per month for the unit, the dealer must be in the month before 5 submitted to the jurisdiction of the relevant regional manager customer files last month. Files after the summary, the regional manager must submit to the company's customer service before the month 8 was responsible for the last month of the jurisdiction summary customer files;
Customer file management
1, for every customer to establish archives, unified format entry into electronic files. If there are any customer complaints, you will need to establish a file cover: the level of customer complaint form, the field "customer complaint investigation report" the aftersale service processing confirmation form, after the customer complaint handling, namely in the file cover;
2, establish archives should carefully, not lost files information, as the place, should be placed in the specified file, contained in the special custody;
Customer service tracking
1, according to the dealers to provide electronic files of archives, the company's customer service department in a timely manner a 100% return, the return visit to customers are not satisfied or oddity documents turn out to the dealer, the dealer to communicate with customers and achieve customer satisfaction, after processing will be the result of information back to the customer service department;
Fault management approach
1, the company's customer service will arrange regional manager of the customer information collection work. Managers report to customer profiles region, the company will take the current 10% of the commission and criticized, subordinate to the regional manager will also be investigated and domestic channel manager management responsibility;
2, does not report the customer profiles of dealers, the company cancelled all subsequent marketing policy support;
3, customer profile form must reflect the following information: customer name, address, phone number, product model, purchase time, purchase area, etc. Unified registration form is visible in the attachment.
After-sales service record location and shelf life
1, "product acceptance certificate" save location: dealers and customer service; Save time: 2 years.
2, same as above table of the installation environment monitoring and process control.
The above 3, the pavement quality acceptance certificate ".
4, the customer complaint form save location: marketing headquarters. Save time: for a long time.
5, the customer complaint investigation report "save location: marketing headquarters. Save time: for a long time
6, the aftersale service processing confirmation form save location: marketing headquarters. Save time: for a long time.
