Communicate with customers through visit us and other forms to collect resources;
Maintaining and developing to build a long-term relationship with customers;
Collecting markets’ and industries’ information to gain better understanding
Solve problems of customers and give feedback;
The regional sales manager is responsible for the after-sales service. The after-sales service manager of the integrated marketing department is responsible for the process and information transfer. The after-sales service personnel, the business department and the manufacturing department are responsible for coordinating and handling the after-sales service specific work.
4.1 Due to the customer complaints caused by the company's product quality problems, the after-sales service management personnel fill out the “Customer Opinion Processing Form” and follow the company's established after-sales service execution procedures. The after-sales service manager should prepare the customer complaint number and register it in the “Customer Complaint Registration Tracking Form”, and ultimately be responsible for implementing the final processing results and feedback to the relevant leaders and departments.
4.2 Customer complaints caused by non-quality reasons, the business department of the customer's product cooperates with the after-sales service personnel to analyze and explain the damage caused by human factors, make up for and repair the damaged parts, and provide operation guidance and training for the customer's operators. According to the process, we should treat and deal with the same quality problems. The expenses incurred by the business department are discussed and recovered by the customer.
4.3 In the process of processing after-sales service, the production department and technical department of the manufacturing department are responsible for analyzing the cause of the problem and formulating the countermeasures, and then negotiating with the sales department to deal with the problem. The special abnormal problem should be analyzed with the technical department to determine the treatment plan. The quality inspection department is responsible for tracing the cause of the problem and determining the responsibility of the department and individual to make a decision. The company's finance department is responsible for reviewing the expenses incurred in the after-sales service and implementing the amortization department.
5.1 Each employee of the marketing department shall respond positively to customer complaints and be polite. The sales manager has the right to decide whether or not to accept and how to proceed.
5.2 Receive customer complaints, strictly implement the process within the company, deal with it promptly, resolve it as soon as possible, and reply to the customer in the first time.
5.3 In case of dispute, the person shall be responsible for coordination according to the relevant provisions of the contract.
6.1 The after-sales service of the sales company shall be arranged by the branch manager and shall be executed by the relevant departments of the company in accordance with the prescribed procedures. The after-sales service of the external office is the responsibility of the manager of the external office.
6.2 Other after-sales service of the company shall be organized and coordinated by the sales manager, and the after-sales service personnel shall be responsible for the arrangement.
7.1 The travel expenses, accommodation fees, subsidies and other expenses of the after-sales service personnel of the sales manager shall be the responsibility of the sales manager; the expenses of the after-sales service personnel of the non-sales manager shall be the responsibility of the company;
7.2 The costs incurred for product repair, replacement, transportation, packaging, etc., are included in the manufacturing cost.