Guidelines for the implementation plan of the quality assurance system: This system is formulated to strengthen the management of customer service and improve the level of customer service.
1、 Purpose
Meet customer needs and satisfy consumers.
2、 Contents of the Quality Assurance Department and personnel training and planning
1. Responsibilities of the Quality Assurance Department: A) Collect, receive, and accept customer inquiries and opinions on the company's products; B) Handle various customer and market complaints and provide immediate feedback; C) Responsible for customer return visits and key customer care plans to understand customer needs; D) Save customer basic information, organize, classify, and update it; E) Feedback customer opinions and suggestions to relevant departments; F) Accept product returns and exchange; H) Conducting customer satisfaction and loyalty surveys First, customer satisfaction surveys can improve the quality of products and services, while seeking targeted solutions to customer dissatisfaction from customer opinions and suggestions. Second, customer satisfaction market surveys can enable consumers to recognize the importance that companies attach to customers, in order to continuously enhance the company's image and brand awareness.
2. Service Implementation A) The quality and quality assurance department should actively carry out product after-sales service work. Visit key users at least once a year, carefully listen to user opinions, and collate and analyze the collected user information to write a report. B) The after-sales service department should also record and timely feedback to relevant departments on product quality, service quality, packaging quality, and other issues reflected by user visits, letters, calls, and visits. If on-site service is required, immediately notify the service personnel to go to the site for treatment. C) Information collected by technical service personnel, sales personnel, and other personnel during contact with users should be promptly fed back to relevant departments. D) When visiting the user's unit for on-site service, the service personnel should conscientiously perform their duties, conscientiously assist the user in solving quality problems, ensure user satisfaction, and fill in the "After Sales Service Record", which will be brought back with the user's signature and comments. After returning, it will be submitted to the After Sales Service Department for archiving and reference within 5 days.
3. Responsibilities of the service personnel of the Quality and Quality Assurance Department: A) Guide the installation of users, and introduce the use and maintenance knowledge of the factory's products to users; B) Collect user feedback information, promptly respond to user inquiries, and handle user complaints; C) Fulfill quality responsibilities. Implement relevant national laws and regulations to ensure user satisfaction. Strengthen the training of service personnel, including professional skills and knowledge, service attitude, service language, service standards, and other aspects of training. Good training can enable after-sales service practitioners to have professional product knowledge, a positive service attitude, and a serious and dedicated service spirit, so as to provide customers with better and better service quality in their work and win customer satisfaction.
4. Customer complaint handling management: A) The causes of customer complaints are divided into: 1) Customer complaints caused by abnormal quality; 2) Customer complaints not caused by quality abnormalities (referring to human factors); 3) Complaints caused by other reasons. B) Handling process: 1) After receiving a customer complaint or complaint, first understand the specific complaint content from the customer, make detailed records, and establish a customer complaint registration form. For complaints about product quality, immediately identify the detailed information of the complained product (order number, material number, delivery date, quantity, phenomenon), customer requirements, conduct a detailed registration, and verify with relevant departments for confirmation. 2) Analyze and verify problems according to different classifications, formulate handling methods, and jointly analyze the causes of complaints and the responsible departments with relevant departments; For complaints caused by human factors and other reasons, cooperate with other relevant departments to carefully explain to customers according to the process, cooperate with customers to analyze possible causes, and discuss follow-up solutions with customers. 3) Negotiate and handle quality complaints with minor circumstances, register and record them, and promptly feed them back to relevant departments and attract high attention. For serious complaints, fill in the customer complaint handling form, and the Production Department and Technology Department will propose product solutions. The Aftersales Service Department and the Business Department will jointly discuss solutions, negotiate with the customer for final solutions, and report to each department for approval. 4) Handle and implement the handling plan. Timely feedback the complaint resolution process to the customer, follow up on the negotiated solution, and track the implementation throughout the process. The Quality Assurance Center, the Technology Department, and the Production Center develop improvement methods to avoid the recurrence of similar problems.
5. After-sales service principles: 1. After-sales service personnel should actively respond to customer complaints and receive them politely; 2. After receiving a complaint, contact the customer as soon as possible to understand the complaint problem and the reason. 3. After confirming the complaint, strictly implement the process within the company, promptly handle it, resolve it as soon as possible, and respond to the customer as soon as possible. 4. Supervise the implementation of complaints. 5. In case of disputes, a dedicated person shall be responsible for coordination in accordance with the relevant provisions of the contract.
3、 Strengthen the cultivation of team spirit
The strength of individuals is weak, and each after-sales service personnel externally represents the image of the brand and the company. Only through frequent communication and coordination between various after-sales service departments can after-sales service work be better and customer satisfaction be achieved. For example, everyone often meets to discuss the problems they encounter in after-sales service, discuss technical difficulties, discuss how to improve work efficiency, and better handle customer complaints.
4、 Communicate well with customers
Starting from the interests of customers, we actively communicate with them and help solve practical problems to win their favor and satisfaction.
5、 Provide services that exceed customer expectations or exceed value
In after-sales service, often providing services that exceed customer expectations or exceed value is the best way to win customer satisfaction.
6、 Technical service network settings
The headquarters radiates east China, and has 7 outlets in North, Central, South, Northwest, Northeast, and Southwest China. In the next 1-2 years, we will strive to set up 10-15 outlets.
7、 After-sales service emergency capability
1. Response time within 24 hours
2. Unified arrangement by the headquarters, network radiation
