One. General principles
1. In order to standardize the enterprise service process, improve the enterprise's service quality and level, and ensure that service capabilities are consistent with business development needs.
2. This Article of Association applies to all service items of the company and personnel related to the service.
3. Service content: pre-sales communication and consultation, full-service during-sales, active participation in after-sales, and always maintain close contact with customers.
Two. Pre-sales consulting service process
1. The pre-sales consulting department is responsible for researching customer needs, product promotion and sales. Personnel in this department should be familiar with the company's products and services and other information, and do a good job of recording and feedback.
2. When customers put forward product requirements, they should record the details in detail, clarify customer needs, and ensure that the products cannot deviate from customer requirements. If the customer has sample requirements, the company can provide the sample and the mold fee will be borne by the customer. After the later order reaches a certain quantity, the company can refund the mold fee.
3. The product quotations provided to customers must be realistic and realistic.
Three. Sales service process
1. The sales service department is responsible for contract signing, order processing and delivery with customers.
2. The in-sales service department should ensure that orders can be executed accurately, and provide timely feedback on order execution to customers. According to customer needs, determine the delivery and distribution time of products to ensure that products are delivered to customers on time.
Four. After-sales service process
1. Pre-sales is the basis, in-sales is the core, and after-sales is the guarantee. Each service has a dedicated person responsible for it.
2. The after-sales service department is responsible for solving problems when customers use products, and at the same time actively provides customers with relevant after-sales services.
3. After-sales service methods: telephone contact, email sending, door-to-door service by relevant personnel, etc. for detailed answers.
If customers have questions, the company's professional engineers will provide comprehensive and detailed answers.
Five. Customer relationship maintenance process
1. The customer relations department is responsible for maintaining communication between customers and the company, providing customers with quality services, maintaining customer relationships, understanding customer needs, and conducting surveys on after-sales services.
The customer relations department should contact customers promptly and regularly to understand their usage and relevant opinions and suggestions, and try to meet customer requirements.