I Information collection:
After receiving the after-sales email from the customer, the sales department shall ask the customer for relevant pictures, videos and other materials, summarize and sort them out, and report the relevant problems to the procurement department after they are clearly described in words;
Executor: the salesperson is responsible for collecting and sorting information. Submit it to the purchasing department in written form. The purchasing department will send the information to the factory within 5 minutes and track the factory by telephone to confirm the receipt of the information.
II assessment:
The salesperson asked the customer about the repair time: 1) the customer used it himself
2) For customers
III The factory gives the solution according to the customer information: the factory engineer gives the solution one hour after receiving the after-sales information sent by the procurement department.
1. Remote technical support: 1) remote video. After the engineer gives the solution, the salesperson solves the problem by remote video according to the customer's time.
(the salesperson + factory technicians + customers form a group temporarily to directly solve the problems for the customers. The salesperson is responsible for building the group and dissolves immediately after the problems are solved.)
2) Remote telephone. After the engineer gives the solution, the salesperson solves the problem by telephone according to the customer's time.
(salesperson + factory technician + customer, telephone guidance to solve problems)
3) Email. After the engineer gives the solution, the salesperson immediately sends an email to the customer. (the salesperson sends the solution to the customer in the form of mail text + picture + video)
2. Replacement of parts: after the engineer gives a written solution, the salesperson issues the after-sales order within 1 hour, and the procurement department purchases the corresponding parts within 1 hour according to the order. If it is in this city, it will get the parts within 3 hours, and it will take 3-4 days remotely.) After receiving the parts, the customer instructed the customer to replace them by themselves through remote video.
3. Equipment replacement: after the engineer gives a written solution, the salesperson issues the after-sales order within 1 hour, and the purchase department purchases the corresponding instruments according to the order within 1 hour. Some products in stock are delivered on the same day, and those not in stock are delivered according to the factory production cycle). If they cannot be repaired or the customer's time is urgent, they can directly replace the equipment.
After sales maintenance costs are as follows:
1. After determining the cause of the fault, if the customer can repair it by himself, our company is responsible for providing accessories and sending them to the customer. If the product is damaged within the warranty period, the accessories and postage company are responsible; Charge corresponding fees to customers outside the warranty period;
2. If the customer cannot repair by himself, the products within the warranty period shall be returned to the factory for repair, the customer shall be responsible for the freight sent back, and the company shall be responsible for all other expenses; If the warranty period has been exceeded, the customer shall be responsible for all expenses, and the company can provide free maintenance services.
3. For the damaged products within the warranty period, if the maintenance fails, the equipment shall be replaced at the expense of the company.
6. For special cases and special treatment, the purchase department, sales department and general manager Cai shall jointly negotiate and solve them.