Product after-sales service plan 1000 words (1) 1, free warranty period; Provide two-year warranty service for this system. The warranty period starts from the date when the system is qualified and the acceptance report is signed by both parties.
2, emergency maintenance schedule; We should reply to the buyer's service application within half an hour, send engineers to the site for maintenance within 2 hours, and handle it within 4 hours. If the problem cannot be effectively solved within 4 hours, Party B shall provide Party A with the same level of equipment for temporary use free of charge.
3. Maintenance location, address, telephone number and technical service personnel; At the project site, after the completion acceptance, our company will arrange the after-sales technical management personnel to be responsible for the after-sales work of the project, and give the contact information of the technical personnel to the owner.
4. Maintenance service charges; During the warranty period, there is no charge within the warranty scope of our company, and materials and labor costs are charged at the cost price for system maintenance outside the warranty period.
5. Technical support from the manufacturer; Provide the owner with the telephone number of the technical director of the equipment manufacturer and invite the equipment manufacturer to participate in the equipment operation training.
6, after-sales service commitment;
A, project review and warranty commitment
We promise that the warranty period of this project is two years. Three guarantees and free services are implemented during the warranty period; Provide free repair, replacement and maintenance services under normal use of equipment; During the warranty period, the owner will bear the losses caused by improper use and management of users, and we will provide paid services; Send technicians to the computer room for regular inspection free of charge to ensure the normal operation of the equipment; Pay a return visit to the project and maintain it in time, and send someone to the site for maintenance within 2 hours after receiving the maintenance notice; In case of emergency repair, they will arrive at the construction site for emergency repair immediately after receiving the accident notice.
Second, the project review and warranty measures
1. During the warranty period of the project, pay a return visit at least twice a year, with the first visit within half a year after the project is completed.
2. When visiting or maintaining the project, an access maintenance card should be established, and the visit plan should be arranged according to the project situation, and the visit date should be determined.
3. Issue a warranty card to the owner. Warranty cards are generally issued within one month after the completion of the project, and the contents of the warranty cards include:
4. Project name.
5. The principle and purpose of warranty.
6. Our department and personnel are responsible for the warranty.
7. After the project return visit, the construction management department will focus on the opinions of the return visit personnel, write a return visit report and submit it to the competent leader. For the quality defects found in the return visit in the project, corrective measures should be immediately formulated and repaired as soon as possible.
8. guarantee
After receiving the complaints from users and the defects found in the project return visit, further confirm the defects found from the date of notification, and discuss the repair contents with the owner, which can be on-site investigation or telephone inquiry. Fill in the maintenance task book, analyze the existing problems, find out the main reasons, formulate measures, and report them to the competent leader of the unit for approval after being audited by the department head. The approved maintenance task book together with the maintenance registration form shall be issued to the responsible personnel by the production planning department, and the completion date and backup shall be determined.
Maintenance personnel are generally held by the original project manager. The original project manager has been transferred, and when there is no construction project nearby, special personnel should be assigned to maintain it. The person in charge of the production department should make technical disclosure to the maintenance responsible person and maintenance personnel, emphasize the service principle, and require maintenance personnel to actively cooperate with the owner's unit, meet the reasonable requirements of the owner as much as possible, and resolutely prevent quarrels with the owner.
The person in charge of maintenance shall carry out maintenance work according to the contents of the maintenance task book. After the maintenance task is completed, the person in charge of maintenance shall return the maintenance task book confirmed by the project management department or the owner to the production department, and fill in the maintenance registration form and send it to the production department and the finance department.
9. Warranty records
The corresponding files shall be established for the return visit maintenance, and the maintenance records shall be kept by the production department for 5 years.
Warranty records mainly include: construction engineering maintenance card; Engineering warranty card; Project return visit report; Maintenance task book; Maintenance registration form.
Third, other service measures.
Before planning the field test and trial operation, we will submit the first draft of the outline of the manual format to the company for review. After it is correct, we will draft an operation and maintenance manual containing the temporary record plan and operation and maintenance procedures, so that the owner's engineers can know the relevant equipment in advance and invite them to participate in system debugging, so that they can be familiar with each system in the shortest time; Before the project is delivered for use, organize internal professionals to engage in business contacts with technicians of relevant equipment and facilities manufacturers.
The main engineering maintenance management personnel shall be trained in the operation and maintenance of mechanical and electrical equipment and facilities. The technical description and maintenance contents of the defect warranty in the approved official manual are as follows:
1, system description
Detailed instructions on how to adjust, control, monitor and adjust each system. Dimensions, specifications and functions of main equipment and components of the system. Provide the initial adjustment parameters of adjustable components and protection devices of each system. Normal system equipment operating procedures and emergency procedures under abnormal conditions enable some components to maintain operation.
2. Technical description
The technical description includes the technical data and functional description of the installed equipment and components provided in the owner's contract. Technical data introduction of all systems and equipment. All equipment shall be attached with drawings issued by the original factory, and if necessary, an exploded view of the components shall be provided to show the positions of all components. Equipment list: list the manufacturer, model, serial number, adjustment and positioning parameters approved after debugging. Provide product specifications and performance indicators of all devices and equipment.
3. Maintenance
Including all equipment required operation and maintenance procedures. Including the following contents: inspection manuals for all systems; Operating manuals of all systems; Procedures and requirements for replacing equipment parts; Matters needing special attention when operating and maintaining operating procedures; Warehouse storage and inventory list; System fault finder; Contact list of spare parts procurement.
After the completion of the project, in order to ensure that the owner's engineers have a comprehensive understanding and understanding of the daily operation, wear and tear, daily maintenance, accident treatment and resolution of the systems and equipment installed by our company, our company will fulfill the service tenet of satisfying customers, prepare training courses and training plans, list the training course outline, training lecturer information and required training time, and submit them to the owner for review. At the same time, we will put forward the qualification requirements of students according to each course, so that the relevant training can achieve the expected results.
Fourth, the service measures after the expiration of the warranty period
After the warranty period expires, our company will sign a regular maintenance contract with the owner if required by the owner.
After the expiration of the warranty period, if any part fails and is identified by the authoritative department as abnormal life (obviously shorter than the normal life of the part), our company will be responsible for free replacement and maintenance, and bear the economic losses caused thereby.
After the warranty period expires, our company will provide the necessary spare parts to the owner at a preferential price according to the cost, if required by the owner.
Product after-sales service plan 1000 words (2) In order to strengthen the "three guarantees" service of the company's products, clarify the division of responsibilities of the sales department, the technical department and the dealers in product after-sales service, improve the speed and quality of product after-sales service, safeguard the legitimate rights and interests of consumers, and establish a good market image of the company, according to the Consumer Protection Law and the Provisions on the Responsibility for Repair, Replacement and Return of Agricultural Machinery Products, combined with
I. Adaptation scope
These Measures are applicable to the departments responsible for after-sales service of products of the company, as well as distributors who have signed regional agency product sales agreements with the company, are willing to strictly implement the product sales agreements, seek long-term cooperation with the company, and safeguard the company's image and consumer rights.
Second, the division of responsibilities
The sales branch is the management department of Three Guarantees Service, the technical department is the technical support and appraisal department of Three Guarantees Service, and the dealers and salesmen are the executive departments and personnel of Three Guarantees Service.
1. Dealers and salesmen are responsible for the three-guarantee service of products, mainly including product installation guidance and debugging; Maintenance and treatment of normal mechanical faults; Answer technical consultation; Perform the relevant procedures of three guarantees.
2. The technical department of the company is responsible for the maintenance of abnormal mechanical failures; Responsible for the identification, replacement and audit of the three guarantees; Be responsible for submitting product failure analysis and summary.
3. The sales representative is responsible for the three-guarantee service of outsourced products; Responsible for clearing the core parts and backlog products of the three guarantees.
Third, three guarantees requirements
(I) Three Guarantees Requirements of the Company
1. The after-sales service of the company's products shall be the responsibility of the sales branch, technical department and distributor according to the difficulty of three-guarantee maintenance. The sales branch shall set up a full-time sales office, which shall be responsible for the collection of the opinions of the company's products and customers (users), the acceptance of complaints, the return of goods and the handover of the three-guarantee maintenance task.
2. The sales office shall prepare the Registration Form for After-sales Service of Products, and record the incoming calls, letters, visits and accident handling results in detail.
3. Sales salesmen organize the company's technical force to regularly guide and train dealers on product maintenance knowledge and skills, assist dealers to establish maintenance teams, improve maintenance skills and levels, and speed up the maintenance of three guarantees.
(II) Three Guarantees Requirements of Dealers
1. The delivery of dealer accessories is settled in cash, with cash on delivery. After the goods arrive, the dealer signs and seals the sales delivery note and returns it to the company.
2. The distributor must fill in the product three-guarantee receipt card when selling the product, and return the three-guarantee receipt card and customer information to the company within 20 days after the product is sold, otherwise the technical department of the company will not recognize the three-guarantee service that occurs when the distributor sells the product.
3. The distributor shall not make any additional commitments beyond the scope of the three-guarantee service of the company's products, otherwise the company will not be responsible for the special, accidental or indirect losses of users and distributors.
4. The distributor should actively explain the after-sales service policy of the company's products to users. Our company will not bear the failure or damage caused by problems other than product design, technology, manufacturing and quality.
5. For the maintenance beyond the three-guarantee service scope of the company's products, paid service can be implemented, and the personnel and time are arranged according to the normal after-sales service procedures. The paid service fee consists of the travel expenses and wages of maintenance personnel, and it is strictly forbidden to ask exorbitant prices, which will damage the interests of users and the company image.
6. The dealer shall fill in the product after-sales service registration form, and record the incoming calls, letters, visits and accident treatment results in detail. After receiving the after-sales service task transferred by the company, or after receiving the after-sales service task by itself, it shall make arrangements within 2 hours, notify the user and report to the technical department of the company for the record. It is not allowed to push the three-guarantee users directly to the company.
7. According to the requirements of the company, the dealer must put forward a spare parts reserve plan 30 days before the sale, and purchase enough three-package parts and wearing parts. If the three guarantees are not timely due to refusal to cooperate, the responsibility shall be borne by the dealer.
8. According to the company's requirements, dealers should provide after-sales service for products and give certain cash rewards to those who perform well. Fraud, or serious after-sales service problems, affecting the company's image, in accordance with the "xxxx Machinery Co., Ltd. dealer classification, sales incentives and market support management measures" for demotion.
9. Dealer's inventory products return to the factory: if the products have quality problems, the company will bear the return freight; For the product return caused by the disassembly of parts by the distributor, the distributor shall bear all the freight and working hours for restoring the product; Other products that cannot be sold are returned by dealers; At the end of two working cycles, if the products are not sold or returned, the company will be regarded as sold by the dealer.
Four, three guarantees program
1. After receiving the after-sales service requirements, the sales office of the company should initially understand the quality problems of the products and forward them to relevant departments, dealers and salesmen for handling according to the degree and division of labor of the quality problems. Generally, three-package service will be arranged within 2 hours. In case of emergency, it should be reported and arranged in time, and customers should not be ignored in the reception process.
2. After the sales office divides the three-guarantee maintenance task into relevant departments and personnel, all departments and distributors of the company should make specific arrangements within 2 hours after receiving the after-sales service task transferred from the sales office. The sales office shall supervise and inspect the implementation of each department within 4 hours after the task is assigned to each department. If the inspection finds that it is not implemented, it shall be reported to the company leaders for coordination and settlement, and the responsible person shall be dealt with according to relevant regulations.
3. When implementing the three-guarantee service, the dealer must fill in the three-guarantee maintenance record and sign it by the service user. For the replacement of accessories within the scope of three guarantees, it is necessary to keep the old parts and return them to the company together with the maintenance records of three guarantees before xx and xx every year, or return them to the company at any time with the sales delivery truck. If the above regulations are not implemented, the technical department of the company will not handle the three-guarantee service procedures, and the financial department will not write off the three-guarantee expenses incurred.
4. When implementing the "Three Guarantees" service, the sales staff and maintenance personnel sent by the company must also fill in the "Three Guarantees Maintenance Record" and return it to the company together with the replaced old parts, which will be received by the sales branch and notified to the technical department for inspection and appraisal. According to the appraisal results, the sales office will deliver the usable and unusable waste parts to the designated warehouse respectively. The sales branch is responsible for handling relevant formalities.
5. Sales representatives shall conduct spot checks at their respective distribution outlets to supervise the maintenance of the three guarantees. Those that do not meet the scope of three-guarantee products will not be dealt with, and those that meet the scope of three-guarantee will be verified according to the requirements of the financial system with the dealer's "Three-guarantee Maintenance Record" and the returned core.
6. After the financial department of the company verifies and confirms the three-guarantee expenses of the sales branch and the distributor, the financial department will issue a Notice of Verification of Three-guarantee Expenses, and notify the distributor in writing to deduct it from the payment receivable of the distributor after confirmation.
Product after-sales service plan 1000 words (3) After-sales service is a kind of service after the product is sold, which is related to the subsequent maintenance and improvement of the company's products and is also an important platform to strengthen communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests. It also indirectly affected sales performance. I have been engaged in after-sales service for several years, and I will discuss the problems existing in after-sales service:
First, the initial after-sales period
1, delivered
When our products are sold, people will be sent to the site for installation service. This seemingly simple work has its importance. According to the needs of customers, we usually deliver the goods to the construction site in advance, and at this time, someone will go with the goods. When the service personnel take the goods, they must confirm the contact person and contact information, contact the customer half a day in advance, discuss how to receive the goods and make arrangements in advance. Make sure that customers make time adjustments during this period, because time is precious to everyone, and other arrangements may appear halfway. So when communicating with customers, you can put the time back a little. For example, if you arrive in the afternoon, you can say:
"If nothing happens, I can arrive before the normal evening."
"I will contact you as soon as possible!"
"I'm not familiar with the situation there. Do you think you can pick me up? "
If the other person is busy or unfamiliar with this place, you don't have to be sad. You can ask the address in detail. If the distance is far, the expenses incurred can be mentioned to the other party after installation and debugging. But don't argue with customers.
2, on-site installation
After the goods arrive at the construction site, they must be installed. If the construction period is tight, it must be installed at night at the request of customers. At this time, to get the help of the other party, you can coordinate the person in charge of the construction site and arrange drivers or migrant workers to help you complete the task better and faster. Of course, it depends on your own situation. If you feel uncomfortable, you can try to arrange others to finish it. During this period, you can communicate with the person in charge and stay at home at any time. Get customers involved and let them know how to install it. Don't do it yourself without saying a word! Of course, it's another matter that he doesn't arrange it after you say it. In another case, the construction period may not be tight when the goods arrive at the construction site. If you don't mention when to install, customers may forget or not arrange the installation at this time. At this time, you should take the initiative to say: "We come out to serve, first, the company's arrangements, there are rules and regulations, we must install and debug as soon as possible. When we arrive at the construction site, we also obey the customer's arrangement, so when you need the goods, we will immediately provide on-site service. When do you think this matter can be arranged as soon as possible so that we can make better arrangements! Because everyone is very busy at the moment. "
Second, the after-sales period
1, installation and debugging
After the installation, the instruments and equipment should be debugged. Ensure that the instrument works normally and the equipment is installed normally. There will be some problems that we need to solve.
When the instrument is found unstable after debugging, it is necessary to check whether one or two or the whole or the road surface has any influence. If you can't solve it yourself, you should call the leader in time. Don't give bad products to users. Even if there is a little problem, we must solve it! So as not to leave unnecessary "hidden dangers".
In the installation of equipment, we often encounter the problem of installation mismatch, sometimes it is the defect of products in this province, and sometimes it is the "foreshadowing" left by our processing. When I went to the site to serve, I encountered such a situation: the tooth length of the standard part screw was different, and as a result, when the screw was locked with another standard part, it could not be tightened. The impact on customers can be imagined! Therefore, when there is a problem, the after-sales service personnel should not only solve the problem, but also reflect the problem in time. When the production management understands this situation, it should make timely adjustments, find out the reasons, and strengthen the inspection of products before leaving the factory! Make sure it doesn't happen again!
From the beginning of my service in xx to now, there are still some handling problems and loopholes in production management. Production management is particularly important for an enterprise. If the management is not in place, the product will be flawed, which will directly affect the user's evaluation of the product use and the market share of the product! Just like evaluating a person, we value a person's quality when everyone's level is different! A person's quality directly affects the company's image.
2, equipment use
After the instrument is installed, it will be debugged and used. Communicate with users as much as possible before use, explain some problems that may be encountered in the construction process and how to deal with them! When using instruments, we should pay attention to the factors that affect the site. People, things and equipment come down in one continuous line and must be orderly.
3, the equipment intact to the user.
Let the user be familiar with the product enough, and let the other party sign the bill for inspection! Leave the driver's phone number and communicate with the driver if necessary! I don't know how to ask the driver more! At least let the driver feel that our products are very good and cost-effective. It is right to choose our products!
At an appropriate time, call the user and ask how to use the instrument! Give timely explanation and reply to the problems that arise. When you can't make a decision, discuss with your leader how to handle the problem better!
Third, the after-sales end.
For after-sales service, I want to make a summary here: after-sales service is a very important job and an important continuation of sales. If it is done well, it will increase sales opportunities. If you can't do it well, you can also destroy a network.
Therefore, to engage in after-sales service, we must first understand all aspects of this industry. Our after-sales service is a connecting link, on the one hand, we should contact the bottom, on the other hand, we should also contact the middle and even the top. Our service status will not change, we just need to communicate with each other from different angles and images!
Product after-sales service plan 1000 words (4) I. Customer complaints and maintenance
1. When the project enters the warranty period, after the customer service department receives the maintenance call from the customer, the customer service department must first check the volume to determine whether the problem reflected by the customer is within the warranty period, and immediately fill in the maintenance feedback form after verification and send it to the engineering department. The maintenance feedback form must fill in the owner's name, telephone number, address, content and the owner's requirements for maintenance.
2. When the engineering department receives the maintenance task, the manager of the engineering department must inspect the goods first and then confirm it. He must personally go to the scene to see the real situation and determine whether the identification is a product problem of the material supplier, the company's construction or other reasons of the customer.
3. If it is a product problem of the material supplier, inform the material supplier in time and arrange for its service personnel to come to the door at the appointed time.
4. If it's the customer's own problem, explain it clearly to the customer, and put forward the assistance plan to help the customer solve the problem together.
5. If it is caused by the company's construction quality, it is necessary to determine the maintenance items and quantity, check the maintenance items and quantity with the original contract budget and the engineering change negotiation list of the increase or decrease items, and take photos with a digital camera for evidence collection. After determining the maintenance items and quantity, fill in the maintenance service form carefully and in detail, and list the maintenance items, quantity, treatment methods of each maintenance item and quantity cost, and report to the general manager's office after being audited by the engineering manager.
6, arrange the construction team for maintenance services, must contact customers within 24 hours, serious maintenance.
Second, the maintenance and construction service code of conduct
1. All maintenance and construction personnel must wear uniforms made by the company, and there shall be no damage during maintenance and construction.
2, maintenance team personnel must wear this manual card, all tools should be put in the toolbox.
3, maintenance team in the process of customer service, all construction personnel should talk about this standard, since entering the community, we should pay attention to reflect the company's image, walk in a neat spirit.
4. After entering the corridor, don't talk loudly, knock on the door for three times and stop by ringing the doorbell.
5. Answer the customer's questions politely and show your certificates on your own initiative. In order to prove identity, you can prove the appointment time or telephone number.
6. After entering the entrance door, you should take off your shoes or use shoe covers at the entrance.
7. After entering the house, first politely ask the customer to show the warranty. If the customer does not find it, the warranty start time is the completion time, and the warranty end time is calculated. If the warranty period is over, you should politely explain to the customer the need for cost maintenance.
8. Maintenance personnel shall not use or ask customers to buy maintenance tools or materials for any reason.
9. This maintenance may require the customer to purchase maintenance materials.
10, please cover and protect the customer's floor to avoid pollution.
1 1. In the warranty project, if the customer's telephone, toilet and other facilities are used, the customer's consent should be obtained in advance.
12. After completion, the goods should be restored to their original state and put back in their original place.
13. After maintenance, all sundries and surplus materials shall be cleaned.
14. Explain the precautions for use after maintenance to the customer before leaving. You are not allowed to wander around the community when you leave.
15. Pay attention to the departure of the company image as you came.
If you want to cancel the order after subscription, you can only cancel the order between 9:30- 15 on the working day of the submission