一、服务总则
1、服务作为公司生存和发展的生命线，坚持为每位客户提供高品质， 高效率的售后服务。客户是企业经营发展的重要对象，提高对客户的服务质量成为企业生存壮大的关键。
2、质量第一，客户至上。将优质的产品提供给客户，本身就是最佳服务,把客户放在第一位，充分关注我们的客户是公司经营的出发点。
3、做售后服务工作，是为了最大限度地保护客户的权益,及时收集产品在出厂后的质问题，把客户权益和企业利益统一起来，努力提升售后服务质量，公司对产品质负责。
二、服务承诺
1、对售出产品，向客户公开承诺:质量第一, 顾客至上。
2、对售出产品，均要建立售后服务档案，长期跟踪服务。
3、听取客户意见和建议，不断改进工作方法，努力让客户满意。
4、对售出产品，保质保量，对售出确有质量问题的产品，尽最大努力满足客户诉求。
三、售后服务准则
1、公司员工要用诚恳，热情的服务态度，一流的服务质量，宣传企业文化,树立公司形象；
2、服务及时，快捷,准确。
3、对售前、售中，售后中的客户，要热情、礼貌，态度和蔼。
4、公司市场营销部负责如下服务工作：
(1)负责售前、售中、售后宣传和售后服务工作；
(2)负责兑现公司对客户服务承诺；
(3)负责及时把客户的各种信息反馈给公司；
(4)负责建立售后服务网络,及其收集客户反馈的信息；
(5)负责利用机算计和互联网，建立并保管好服务档案；
(6)负责产品服务定期回访，长期客户，至少每一年回访一次，重要客户，至少每半年回访一次，回访方式多样化，包括电话、信件、电子邮局等等;
(7)负责投诉受理、退货、换货,接到来函时，详细记录客户名称，具体地址、联系方式、商品等级、购买日期等有关信息，查清存在的问题，以上内容登记清楚后,根据权限范围报总经理办公会或总经理批准后落实实施。
(8)负责开展重点客户关怀计划，了解客户需求,实施客户关怀计划。
四、客户意见和投拆处理办法
1、公司通过热线服务电话、信件或其它方式,接受客户和消费者的服务咨询、见反馈和投拆等。接待过程要热情礼貌，不许怠慢任何一个客户，公司对每次来电、来信、来访须给予迅速、满意回复,对有价值的意见和建议要综合整理，送交公司参考采用。
2、按照“顾客第一”的观念，经常开展各种形式的客户意见调查活动，与顾客交流联络,调查结果作为售后服务和生产改进工作的重要依据，不断改进服务措施，提高服务质量。
3、对产品涉及到有关质量问题引起用户投拆的由公司技术质量部参与解决,对质量有争议的产品由合同约定的检验机构检定并最终认定。
1、 General service provisions
1. As the lifeblood of the company's survival and development, service insists on providing each customer with high-quality and efficient after-sales service. The customer is an important object of business development, and improving the quality of service to customers has become the key to the survival and growth of enterprises.
2. Quality first, customer first. Providing high-quality products to customers is the best service in itself. Putting customers first and paying full attention to our customers is the starting point of the company's operation.
3. The purpose of after-sales service is to protect the rights and interests of customers to the maximum extent, collect the quality problems of products after delivery in a timely manner, unify the interests of customers and enterprises, and strive to improve the quality of after-sales service. The company is responsible for product quality.
2、 Service commitment
1. For the products sold, make an open commitment to customers: quality first, customer first.
2. For products sold, after-sales service files shall be established for long-term follow-up service.
3. Listen to customers' opinions and suggestions, constantly improve working methods, and strive to satisfy customers.
4. For the products sold, the quality and quantity shall be guaranteed. For the products sold with quality problems, we shall try our best to meet customer demands.
3、 After sales service guidelines
1. The employees of the company should use sincere and enthusiastic service attitude and first-class service quality to promote the corporate culture and establish the company image;
2. The service is prompt, fast and accurate.
3. Be warm, polite and kind to customers before, during and after sales.
4. The Marketing Department of the Company is responsible for the following services:
(1) Responsible for pre-sales, in sales, after-sales publicity and after-sales service;
(2) Be responsible for fulfilling the company's commitment to customer service;
(3) Responsible for timely feedback of various customer information to the company;
(4) Establish after-sales service network and collect customer feedback information;
(5) Be responsible for establishing and keeping service archives by using computers and the Internet;
(6) Be responsible for regular return visits to product services, long-term customers, at least once a year, and important customers, at least once every half a year, in a variety of ways, including telephone, mail, electronic post office, etc;
(7) Be responsible for complaint acceptance, return of goods and exchange of goods. When receiving the letter, record the customer name, specific address, contact information, commodity grade, purchase date and other relevant information in detail. Find out the existing problems. After the above contents are registered clearly, report to the general manager office meeting or the general manager for approval according to the scope of authority before implementation.
(8) Responsible for developing key customer care plans, understanding customer needs, and implementing customer care plans.
4、 Handling methods for customer comments and complaints
1. The company receives service inquiries, feedback and complaints from customers and consumers through hotline service calls, letters or other means. The reception process should be warm and polite, and it is not allowed to snub any customer. The company must give a prompt and satisfactory response to every call, letter, and visit, and should comprehensively sort out valuable suggestions and recommendations and submit them to the company for reference.
2. According to the concept of "customer first", we often carry out various forms of customer opinion survey activities, communicate with customers, and take the survey results as an important basis for after-sales service and production improvement, constantly improve service measures and improve service quality.
3. If the user complains about the product related quality problems, the company's Technology and Quality Department shall participate in the solution. Products with quality disputes shall be verified and finally confirmed by the inspection agency agreed in the contract.
