1. After-sales service mode
The after-sales service of all products is undertaken by the customer service department of the sales company. All consumers can enjoy a unified standard of customer service.
National Unified Service Hotline: 400-8933-598
The after-sales service of our company's products is mainly self-service and cooperates with the service of special maintenance outlets to form a perfect service network throughout the country's urban and rural areas. At present, there are 29 key cities in China with customer service centers, more than 100 cities with direct after-sales service personnel, more than 1400 special service outlets throughout the country, even in more remote areas, consumers can enjoy life-long service.
In view of the rural market, the service will mainly be undertaken by the special maintenance network. The substantive service standards for consumers of all special maintenance outlets are completely consistent with those of the first and second tier markets. Users can make service requests through the 24-hour telephone service center. We will choose the nearby maintenance network to provide door-to-door service.
2. Maintenance Point Training and Technical Support
According to the characteristics of weak maintenance force and backward technology of county and township network points, the training managers of technical service centers in each province carry out targeted training for county and township maintenance points. The purpose is to improve the service standardization and maintenance technical ability of the network points, so as to achieve certification induction. Headquarters technical department specially produced door-to-door service guidance manual and training CD-ROM, in order to facilitate the network quickly grasp the service process, installation technology, common troubleshooting technology, etc. At the same time, the network can use the Internet online QuickFind system to query ordered accessories, as well as query technical documents.
3. Internet-based Service Management Software
With Internet access conditions, network nodes can login service management software from the Internet, so that they can receive service assignment from time to time, and feedback the completion of service, and use the mail system to order accessories. For those networks that do not have the ability to access the Internet, they can still be assigned by telephone, fax and other forms. The service center has a dedicated team to manage and track manual dispatch.
4. Service supervision and return visits
Because the customer's telephone and service needs are accepted by the telephone center, the whole process of service from dispatch to network, to service completion, return visit is completed under the supervision of the telephone center, Service Center dispatch team and service management software, which ensures the closed-loop control of service.
5. Network Settlement Management
The company uses SAP software to manage network settlement, accurate and efficient settlement efficiency, can ensure that the special maintenance network timely settlement to the cost, thus ensuring the enthusiasm and cooperation stability of the network.
6. Parts Supply Management
The Customer Service Department has 30 spare parts transfer warehouses throughout the country. The spare parts can be distributed nearby to ensure that all orders are responded within 24 hours. For urgent orders waiting for customers, express delivery is used to make customers short waiting time.
7. Strictly Implementing Service Provisions such as Three Guarantees
The products manufactured and sold by the company shall be repaired, replaced and returned in strict accordance with the "three-package" stipulations of the state. The repair period of the whole machine is 1 year and the main parts are 3 years. The definition of main components conforms to the content requirements of the "three-package regulations" of the state. Lifetime door-to-door service (including debugging, maintenance, door replacement, etc.); city/township telephone reservation within 24 hours; other areas telephone reservation within 2 days; in view of the characteristics of rural market and the actual situation of different areas, timely carry out itinerant maintenance services and other flexible and diverse services to ensure remote and scattered rural farmers. Users are maintained in a timely manner.