Company: Jiangsu Jihua Electronic Technology Co., Ltd.
Address: 6th Floor, Building 2, Yongxin International Center, 31 Xindu Road, Yancheng Economic and Technological Development Zone
Contact: Sales of Yu Chenchen
Phone : 0515-88370796
Mobile : 133-9067-6806
Contact: Sales Department Liu Yajie
Phone : 0515-88560256
Mobile phone : 133-7525-8786
Contact: Sales Tingting Dong Tingting
Phone : 0515-88391962
Mobile : 189-3631-5266
Contact: Sales Department Xin Ronglan
Phone : 0515-88396686
Mobile phone : 133-3892-5166
Jihua Electronics regards meeting and serving the needs of customers as the guiding strategy of marketing. It takes the establishment, expansion and network of marketing channels as its fulcrum, its superior quality as its foundation, and its enthusiastic, meticulous and efficient service as its effective communication. The excellent position of Huahua Electronics in the market seeks the common development of customers and Jihua Electronics.
1. The factory strictly implements relevant national laws and regulations, and assumes product quality responsibility.
Second, the content of after-sales service
(1) Guide installation on site or install directly for users.
(2) Visit users, solicit opinions, and handle user complaints in a timely manner.
(3) Collect, organize, analyze and use quality information.
3. Establish a product after-sales service team, provide service personnel with strong business ability and good service attitude, and improve the product after-sales service network.
4. Duties of product service personnel
(1) Instruct users to install and introduce users to the knowledge of using and maintaining our products;
(2) Collect user feedback information, respond to user inquiries in time, and handle user complaints;
(3) Perform quality responsibilities. Implement relevant national laws and regulations to ensure customer satisfaction.
V. Service Implementation
(1) The after-sales service department should actively carry out product after-sales service. The visits of key users are reduced once a year, the opinions of the users are carefully listened to, and the collected user information is analyzed, and reports are written.
(2) For the problems of product quality, service quality, packaging quality, installation quality and other problems reflected by users, letters, calls, and user visits, the after-sales service department shall also record and report back to the relevant departments in a timely manner. If you need to go to the site for service, you should immediately notify the service personnel to go to the site for processing.
(3) Information collected by technical service personnel, sales personnel, and other personnel during contact with users must be reported to relevant departments in a timely manner.
(4) The service personnel should perform their duties carefully when they go to the on-site service of the user unit and help the user seriously.
Resolve quality problems, ensure customer satisfaction, and fill in the "After-sales Service Record", which is signed back by the user and brought back. After returning, it will be filed with the after-sales service department for future reference.
After-sales service management system
(1) Cooperate with after-sales service staff to understand customer complaints and confirmation of complaint reasons;
(2) Provide the order number, material number, quantity, and delivery date of the product complained by the customer;
(3) assist customers to solve problems or provide necessary reference materials;
(4) Inspection and confirmation of the quality of customer complaints in the technical center and technical department; analysis of the cause of the problem, drawing up countermeasures and supervising the implementation.
(5) The production department conducts a detailed investigation into the content of customer complaints, and draws up countermeasures and performs inspections to report to the production unit, production personnel, and production date.
Customer Complaint Liability Management
Responsible accidents within the corresponding scope of responsibility are investigated and handled by relevant departments within the scope of authority. The after-sales service department reviews the customer complaint cases of the previous month every month, and provides the customer complaint rate by 17:00 on the 5th. The project cause of the complaint case determines the attribution of responsibility, and the corresponding punishment is implemented according to the relevant provisions of the performance evaluation implementation rules.
After-sales service working principles
(1) After-sales service staff should actively respond to customer complaints and receive politely. If the customer complains due to after-sales service attitude, punishment will be implemented in accordance with the relevant provisions of the performance evaluation implementation rules.
(2) After receiving the complaint, get in touch with the customer within 24 hours to understand the complaint problem and reason.
(3) After confirming the complaint, strictly implement the process within the company, deal with it quickly, resolve it as soon as possible, and reply to the customer within 24 hours.
(4) Supervise the implementation of complaints.
(5) In case of disputes, special persons shall be responsible for coordination in accordance with the relevant provisions of the contract.