1. After-sales service personal work summary report
As an after-sales service personnel, I am now going to summarize the month of work that I have done, and found that there are deficiencies in the work, in the future work to avoid and correct. In my work, I am mainly responsible for the mining areas are Wulagai 53 mine, Yilong coal mine, Baiyinhua No. 2 mine and Tuchen yak mine, the following I briefly summarize the situation of these four mines.
In Wulagai 53 mine part of the vehicle rear door cracking phenomenon, after a preliminary analysis found to be steel strength problems, for this problem, according to the technical 01 (20xx)-2106 on the market Xingma cargo box rear door serious cracking fault repair and strengthening of the technical program for reinforcement. For the mining area there are users of the brim, carriages privately raised phenomenon, the user privately raised the brim 10cm carriages raised 15cm, raised after the total height of the carriages 2. 1m, in the face of this situation we have notified the user of the Kongyan vehicles are not allowed to be raised, raised vehicles are not allowed to claim, but the user does not agree to insist on being raised, has sent a letter. We have been based on market feedback, for the Wulagai 53 mine vehicle harness rectification work, according to technology 01 (20xx)-0057 on off-road wide-body dump truck models tube harness wear rectification, rectification is currently in progress. For the recent Wulagai 53 mine vehicle (L0005447), the upper mounting fixed bracket bolts broke, resulting in smashing into the cab, resulting in a slight concussion of the driver's phenomenon, we have verified and found that the initial analysis of this incident may be due to the user's own replacement of bolts is not compliant. At the same time, other parts of the vehicle was also found to bracket cracking phenomenon and bolt stretching line, there are security risks, compartment heightening may also lead to bolt bearing force is not enough, resulting in the cause of the accident, in the face of this phenomenon, we have to as a negative case attach great importance to prevent similar phenomena from occurring again.
In the Yilong mine, the vehicle harness rectification work has been completed in accordance with technical standards. In response to the emergence of the vehicle's second crossbeam technical transformation frame new state balance suspension joint cracking problem, we have arranged in accordance with the standard service station to reinforce, is still in the rectification process. In response to the user's reaction to the five D31 driving process of the cab bumps phenomenon, the service station to remove the front suspension cylinder inspection found that the aviation oil is not filled only nitrogen, has been refilled with aviation oil and nitrogen, the problem has been solved.
In Baiyinhua No. 2 mine, according to the user feedback of the current wiring harness interference wear caused by vehicle fire phenomenon, is currently in accordance with technical standards for rectification. According to the phenomenon that exists in the Wulagai mining area of Baiyinhua No. 2 mine testing found that there are two cylinder bracket fracture, the remaining part of the vehicle bolt stretching deformation, in response to this problem. We will arrange the service station to rectify the problem in strict accordance with the standard. In the Turkuen Yak mine, according to the feedback of the current wiring harness interference wear caused by vehicle fire phenomenon has been strictly in accordance with technical standards for rectification. The mine currently has 55 wide-body vehicles 812***5 814***5, 10 new 812***70. In response to the mine's response to the second crossbeam technology and balance suspension joint cracking, front cylinder pin loosening phenomenon, the fuel tank part of the cracking phenomenon, has been in strict accordance with technical standards for rectification.
Review the overall work of this month, for the work of the problems that exist, the problem arises on the one hand due to the vehicle does not operate in accordance with the routine, on the other hand is the user's own modification, the vehicle caused some damage, these are the common causes of accidents, for these problems in the future work, not only on the operation of the vehicle to increase the intensity of supervision and to improve the user's safety awareness to prevent the recurrence of the accident, the user's safety awareness. The user's safety awareness, to prevent the recurrence of the phenomenon of private modification of the user. These aspects of my future work in the process need to pay attention to, after all, the quality and safety issues are not trivial, in the future work I will take each and every thing as a big deal to treat, so that the service is not trivial.
2. After-sales service personal work summary report
In the company's after-sales service department has been working for more than a year, in this more than a year's work, I "customer first" for the concept of "realization of customer satisfaction" service. Customer satisfaction" as the goal of the service, to "obey the leadership, solidarity with colleagues, serious study, solid work" as the guidelines, and seriously complete the tasks arranged by the leadership, their own level and working ability has also been improved. Now more than a year of work, experience and future efforts to report the following direction:
As an after-sales service personnel, the daily work is extremely trivial, daily business, documents, faxes, telephone reception, the door customer consultation, reception and processing, and will be received by the customer's business consulting calls in a timely manner conveyed to the regions responsible for the salesman. These jobs are very inconspicuous, but also an important continuation of the work of sales, so the phone is also a lot of every customer call to consult the customer to do their best to solve the problem.
Contact after-sales work for more than a year, this line has a deeper understanding, to be honest, after-sales service is indeed a quite angry occupation, but also a very exercise occupation, customer feedback product failure information. The problem this looks simple, do it is not so much.
Maintain a good mindset, listen carefully to each customer complaints about product quality can not, test high, low and many other issues, as after-sales service personnel to listen to customers to reflect product quality information, we need to have strong technical expertise, with good communication skills and customer exchanges, analyze the reasons for this, and not all as reflected by the quality of the customer can not be customers, the customer is often There are a lot of improper operation of the situation caused by the user for the product which is not familiar with the operation of a link, not according to the guidance of the way to operate, etc., according to the specific circumstances of the second guide to the customer how to operate and pay attention to the details, to avoid repeating similar mistakes, to find out the crux of the problem, to improve the customer maintenance and application of the level of the product, so as to avoid mistrust of the product and even the damage to the image of the enterprise.
In the company's leadership and colleagues with the cooperation of the organization, the establishment, sound and perfect the terminal sales locations in various regions. Phone, convenient for users to be able to buy products in their own belonging to the closer the demand. It also improves the loyalty of agents to ** company, regular return visits to customers on the use of products! Problems occurring to give timely explanations and responses to deal with. Will also be the user response to the situation in a timely manner to allow salesmen to communicate with customers to improve. Seriously complete other tasks arranged by the leadership.
In the process of this year's after-sales visits, I y appreciate: in the market competition is fierce today, with the improvement of consumer awareness and changes in consumer attitudes, consumers in the purchase of products, not only pay attention to the product entity itself, in the case of similar products of similar quality and performance, pay more attention to the product after-sales service. Therefore, enterprises in the provision of inexpensive and beautiful products at the same time, to provide consumers with perfect after-sales service, has become the new focus of modern enterprise market competition.
In this more than a year's work in contact with many new things, produced many new problems, but also learned a lot of new knowledge, new experience, so that their ideological understanding and working ability to have a new improvement and further improve. In the future work, I will carry forward the advantages, overcome the shortcomings, down-to-earth, conscientious to do a better job.
3. After-sales service individual work summary report
I. After-sales service at the beginning of
1. shipment: this seemingly simple work, but has its importance. According to the customer's needs, we generally ship to the customer or the agent specified location, this time there is no service engineer with the car. Be sure to contact the customer or agent in advance to confirm the contact person and contact information, discuss how to pick up the goods to ensure that the customer or agent during this period of time to adjust the time to pick up the goods. So when communicating with customers, you can say the time back a little.
2. On-site delivery, goods to the customer or agent, the company should arrange for engineers or after-sales service personnel to go to the customer or agent with the legal person in charge of the technology, together with the equipment for inspection, whether in the process of transportation on the appearance of the equipment and damage to the number of arrivals of the inventory, and at the same time, debugging and installation of the equipment, do a good job of service docking between the customer or agent and the company, to We will make it clear that our company has specific requirements for customers or agents in terms of service.
II. After-sales medium-term
1. Training of customers, new equipment regularly to customers for training, so that customers in the first time to master the operation of the company's equipment and technology specific requirements.
2. equipment problem handling, the warranty period outside the product in principle, small problems require customers to solve their own strength, there are indeed major problems, the need for the company to send people to solve the problem, you can send people to go (but need to charge the cost of labor, Note: according to the level of consumption of each region charges, such as: Beijing, Shanghai, Guangzhou, and other places of high consumption), for the maintenance of the warranty period for the replacement of the parts shall have The relevant photos and failure report form.
3. The maintenance of equipment requires customers to sell equipment, must be in accordance with the provisions of the manual to carry out maintenance, and have the relevant maintenance information and photos.
III. After-sales late
From time to time to call the customer, asking about the use of equipment! Give a timely explanation and reply to the problems that arise. After-sales service is a very important work, but also following the sales of an important continuation of the work, do a good job, you can increase the chances of sales. Do not do well, can also destroy a relationship.
4. After-sales service individual work summary report
In the company's after-sales service department has been working for a year, in this year's work, I take "customer first" as the concept of "obedience to leadership, Solidarity with colleagues, serious study, solid work" as a guideline, seriously completed the tasks arranged by the leadership, their own business level and working ability has also been improved. Now will be a year of work, experience and the direction of future efforts reported as follows:
First, set up the overall concept, do their jobs
I think the after-sales service work of the overall situation is, "to establish a corporate image, so that customers of the company's products, 'satisfaction and loyalty to." Limit the protection of customer interests, is to improve the core competitiveness of our products an important part. Do a good job of after-sales service, but also in order to provide timely feedback on the use of the product in the process of the emergence of adverse conditions, in order to make timely improvements, so that the product better meet the requirements of the use of the site. Over the past year, seriously perform the duties of the position, better completed the work of the task:
1, in the after-sales service department and the leadership of the branches and colleagues of the cooperation, the establishment of a sound after-sales network system, timely and comprehensive grasp of customer information, to achieve the timeliness of the service contact and coordination.
2, in the after-sales service department and the leadership of the branches and colleagues of the active cooperation, to complete the after-sales engineering program backup work, sound and perfect after-sales service files.
3, in the after-sales service department under the guidance of the leadership and the active cooperation of colleagues in various departments, drafted a monthly report on after-sales service work, the establishment of a smooth information platform.
4, after-sales product quality monthly report to analyze and summarize the processing, reported to the departmental leadership and quality control department, timely treatment of customer problems, improve product performance, improve product quality.
5, to the branches of the after-sales personnel to provide technical support to solve customer problems.
6, seriously complete the leadership arrangements for other tasks.
Second, the professional skills, diligent on-site observation
The products developed by our company have a world-class level of new technologies, involving a number of specialties, the after-sales service personnel high demand for professional skills. After-sales personnel can not only solve the individual equipment failure, but also requires the ability to consider the problem from the system as a whole, and put forward a perfect solution. As a service personnel, it is essential to observe the scene diligently, think independently and communicate with customers more often, which is crucial for solving problems and improving one's professional skills. I actively learn and participate in the debugging of new products to improve my professional skills. In the company's three customer training process, with customers and branches of the after-sales service personnel **** with learning. In the after-sales visit, not only to improve the level of professionalism, but also from all colleagues learned to do things.
Third, good communication, strong assistance and coordination
After-sales service personnel should not only have strong technical expertise, but also should have good communication skills. For the new technology, customers often have to operate improperly, not all customers reflect the quality of not, so this time we need to find out the crux of the problem, and customer communication, improve customer maintenance and application of the level of the product, so as to avoid mistrust of the product and even the damage to the image of the enterprise.
In the process of this year's after-sales visits, I y appreciate: customers are not only product quality, more important is the after-sales service. Real sales start after the sale, we have a bad after-sales lost market cases, there are also good after-sales plus the signing of the contract. After-sales service process, dealing with emotions and dealing with the incident is equally important, we have to use the value of the service attitude, value of the quality of service to move the customer, standing in the "interests of the customer" point of view, to the customer to introduce the promotion of new technologies, new products, improve customer loyalty to our products.
Fourth, improve the shortcomings, look to the future
I worked in the after-sales service department for a year, did some work, learned a lot of knowledge, improve a lot of ability, there are still a lot of shortcomings and problems, need to learn and improve:
1, new technologies, new products mastered not enough, but also to strengthen the theory and practice of learning to participate in the engineering field.
2, to go to the after-sales service site, to understand customer needs, fundamentally solve customer problems, while further improving the after-sales service file.
3, with the leadership of the Department of after-sales service to strengthen the professional skills training of after-sales service personnel in all branches.
4, the work of the innovative consciousness is not strong, but also need to learn more, more to go to the after-sales service site, to improve their ability to work.
In the future work, I will carry forward the advantages, to overcome the shortcomings, to the work of a highly responsible spirit, down-to-earth, conscientious and do a good job.
5. After-sales service personal work summary report
I. Work Policy
establish product service image, improve after-sales service skills level, will be able to improve their after-sales service to a new height and level.
Second, the work of the target
According to the company's overall planning for the requirements of the business objectives, after-sales service work objectives are quantified as follows:
1, the warranty period customer return rate of 90%.
2, service satisfaction rate of 80% or more.
3, warranty service timely rate of 80% or more.
4, all new equipment handover, the training rate of 90% of the standard.
5, actively do a good job in a variety of equipment parts storage and allocation work, the establishment of after-sales service department of their own independent parts warehouse, and can not be mixed with the production department's warehouse parts.
6, master the company's new product performance, do a good job of various types of equipment, technical data preparation, so that in the process of sending to the customer, the customer training at the same time to allow customers to have a new product knowledge and understanding.
7, learning and mastering the company's new product performance and technical requirements, in order to better train customers.
Third, the specific implementation of the program and the focus of work
1, the establishment of all the requirements of the product file, after-sales service in the service process to record the operation of the factory products, quality and service conditions, such as record information to be organized in a timely manner, into the factory product files.
2, the establishment of the detailed configuration of the product and the terms of service, factory date, number, main configuration and customer units, name, contact person, telephone.
3, timely tracking, feedback on my company's factory all the equipment operation, quality and service conditions.
4, continuous improvement of my company's products to put forward proposals and requirements.
5, every month on the warranty period, the warranty period outside the product maintenance service statistics, analysis, facilitate the company to improve the product and improve the product to provide effective data.