About after-sales service program sample 5

First, the service culture

1, the concept of service

Service tenet: the sky rewards the hard work, the way of business rewards the letter

Service purpose: to make the system stable, accurate and efficient operation.

Service concept: urgent customer needs, customer demand is our pursuit.

2, the service commitment

High-quality and efficient, patient and enthusiastic, thoughtful until the problem until the user is satisfied.

Second, the service information

1, to bring the installation of software, debugging and training of hospital operators to ensure that the hospital designated operator can work independently.

2, to bring the software technical support (including data maintenance, data repair, system errors, etc.) free maintenance period of 12 months.

3, the system itself is wrong, because the software itself problems (such as problems caused by BUG) maintenance services.

4, medical personnel operating errors caused by system failure problems or data errors, our company to bring the software data maintenance, data repair.

5, to bring software security solutions to help hospitals minimize or avoid the adverse effects caused by external factors.

6, the computer's operating system is not stable, the system is poisoned, do not operate according to the prescribed procedures and other issues, is not within the scope of our maintenance, the software company to bring solutions to the recommended program.

7, the hospital should do a good job of mobilizing personnel handover to ensure the stable operation of the system.

8, to bring personalized modification services, according to the actual situation to determine the duration and related costs.

Third, the service mode

1, telephone service

Users through the service department telephone (see below) can directly and technical personnel for technical advice.

Telephone response time: the service department received the user's phone, a person is responsible for answering, make a record of the general problems within one hour to give feedback, within 8 hours to solve the problem, such as complex problems within three working days to give a solution and timely solution. If the phone can not be resolved, there is a need for remote maintenance, it will be transferred to remote maintenance.

2, remote service

The company's technical service personnel through the network remote technical services, instant problem solving.

Technical services HIS after-sales service can be remote control, remote maintenance.

Technical service mailbox: so-and-so_

Technical service Web site: so-and-so_

3, door-to-door service

In the above two ways can not solve the problem of the situation, our company can arrange for technical personnel to visit the service, Beijing response time of 2 hours, within 12 hours around Beijing, the provinces and municipalities within 48 hours.

Fourth, the service hotline

Phone: ________

On the after-sales service program model 2

After-sales service as the most important part of the overall business services, has become an important means of competition. Good after-sales service not only for the enterprise to win the market, expand market share, so that enterprises to obtain good economic benefits, but also through the implementation of after-sales service can make the enterprise to obtain the latest information from the market, prompting the enterprise to better improve the products and services, so that the enterprise has always been in the leading position in the competition, for the enterprise to realize the strategy of sustainable development of the basis for decision-making. My company in line with these landing point to make the following service program:

First, service

1, installation and commissioning services

(1) Our company is responsible for the contract specified in the software model, the number of products will be sent to the designated location, and to ensure that according to the contract requirements to complete the installation of the equipment on time, debugging, startup, operation and so on;

(2) Our company in accordance with the contract requirements to test all hardware and software. Contract requirements to test all hardware, software.

(3) We bring technical training.

(4) We are responsible for on-site installation and commissioning, on-site acceptance test of all products in the contract.

(5) After the arrival of the product, under the supervision of the company and the user personnel, the user personnel inventory, check the product.

(6) After all products are installed and commissioned, the two sides can carry out acceptance tests.

(7) service personnel on the use of products, precautions, service personnel on-site demonstration and explanation; customer questions about the product, the service personnel to give an answer.

2, after-sales network services

(1) customers in the process of using the company's products found that the problem, you can immediately log on to the company's Web site for software features and problems of the online consultation.

(2) my company's information site, customers have questions about the use of products, network service personnel should immediately make a reply to improve customer satisfaction after the sale.

(3) the company's website, there should always be someone on the corporate website "stationed", for customers encountered problems should be given a rapid solution; such as the need for door-to-door service, after-sales service personnel to register customer information and customer issues, the task will be sent to the after-sales service personnel, after-sales service personnel should be ___ working days to reach the customer to solve the problem. The after-sales service personnel should arrive at the customer's place within ___ working days to solve the problem.

Guizhou Communication Technology Co., Ltd. note: network services, our company is looking for wholeheartedly for the purpose of customer service. The use of network consulting for customer service can better save my company's human resources costs, greater efficiency in the collection of customer comments and feedback. Network service is the best communication tool, in the communication with customers, service personnel in the service company regulations and legal norms under the premise should make every effort to reach the goal of customer satisfaction.

3, after-sales telephone service

(1) Customers call to consult the company's product information, service personnel should be given a comprehensive analysis after receiving the call.

(2) The company's after-sales service personnel received a call from the customer, for the problem is not big or can be solved directly on the phone, should be immediately given to the customer to solve the problem.

(3) If the customer encounters a problem that can't be solved through telephone communication, and needs door-to-door service, the telephone personnel should immediately ask the customer about the customer's problem and the customer's information, and do the registration of the customer's problem, and forward the problem to the relevant personnel, and be sure to deal with it within ___ working days.

(4) In the telephone service, customers call over to consult the company's product prices, telephone personnel should not immediately give a positive answer.

(5) Whether it is my company's new customers or old customers, buy my company's products, the company's after-sales service personnel should be regular phone calls, asking customers for their purchase of the product's degree of familiarity; whether the product's characteristics are suitable for customer requirements; door-to-door service personnel's attitude is good; for my company's products which need to be more humane, rationalization of the place.

4, door-to-door service

On my company's door-to-door service, it must be in the normal and reasonable, do not violate the laws and regulations under the premise of the customer in the use of our products in the process of the problem can not be solved through the phone or network solutions under the premise of the use of a direct face to face to the customer to bring a service program. The program process is as follows:

The first step: customer service personnel received a call from the customer or network information, can not be resolved through the exchange of only door-to-door service problems, customer service personnel need to accurately understand the customer's problem, register customer problems and customer information.

The second step: customer service personnel will be the customer demand for door-to-door service information to the relevant staff.

The third step: the relevant staff to receive the door-to-door service information, should have the fastest time to assign the task to the company's specific personnel.

The fourth step: the door-to-door service staff received the task assigned by the superior, should immediately contact the customer, and the customer agreed to come to the door time.

Step 5: The door-to-door service personnel will arrive at the customer's address within the time agreed with the customer, serve the customer and collect the corresponding fees.

Step 6: the service personnel back to the company, you need to make a systematic report on the problems and information that appeared in the service and submit it to the company's after-sales service department.

Step 7: Our company for the service to do a phone call or network visits, consulting customers on the use of the product and the user's feelings in the service process.

Door-to-door service personnel need to pay attention to:

(1) door-to-door service to show the "post qualification certificate".

(2) openly show my company's "uniform charges" and charge according to the standard; charges for the user after the bill; not to charge the customer and outside the cost, once found, be sure to impose serious penalties. Show installation or service record registration form, after the completion of the service, please sign the user's opinion;

(3) After the service needs to be demonstrated to the customer the function of the product has been able to use normally, and to explain to the customer to use the knowledge in place.

(4) do not drink the user's water, do not smoke the user's cigarettes, do not eat the user's meals, do not want the user's gifts;

(5) door-to-door service personnel must be neatly dressed, decent and generous, and customer communication must be polite for, shall not have any behavioral conflict with customers.

(6) door-to-door service personnel must be strictly in accordance with the provisions of the company's full range of services to customers, do not cut corners, careless.

5, return service

In my company for you to bring the product, the use of the product _ days if you feel that the goods are not satisfied, the goods do not fit the customer's requirements, in the contract provisions as well as a reasonable range, the customer is able to apply for the return of the product, which has some of the attention of the process:

(1) the customer objections to the product

(2) company After-sales service personnel to give customers a reasonable explanation; the product can not be used to request the return of the company's commitment to the customer unconditional return of compensation (man-made damage is not included); because the customer will not use the product to request the return of the company will bring you a free training, and later still need to be trained in accordance with the provisions of the company will be charged for the training costs must be charged; if the customer insisted on the proposed policy of the return of the product, after-sales service personnel should be If the customer insists on the return policy, the after-sales service personnel should immediately collaborate with the relevant personnel to handle the return of goods.

(3) Our after-sales service personnel to check the product, including the quality of the product, information, whether or not to unpack, whether the goods are intact and so on.

(4) The inspection of the goods is completed, and the return form is filled out. (The basic status of the goods, the reason for the return, comments)

(5) After-sales service personnel on the return of the situation of the system elaboration, to the upper management to deal with.

Second, after-sales service information

In the market economy developed at high speed this day, China gradually from the primary and secondary industries to the tertiary sector of the country's capital development, the advent of the age of information technology, the development of service-oriented industries more and more in line with the requirements of people's living habits, the improvement of the service system and the quality of the service is good or bad for the development of enterprises has a strategic impact. Enterprises serve customers not only to ensure customer satisfaction and loyalty, but also to collect customer information and understand customer needs. Thus, it can promote the company's products to be more perfect and get customers' favor. Good after-sales service can bring great business opportunities for the future development of enterprises, so my company's after-sales service is not only focusing on customer service, but also to be able to collect customer comments, understand customer demand information, improve the company's products.

1, information collection

(1) information sources: "telephone service records", "customer product quality opinion form", "product quality processing", "after-sales information feedback form", "customer service processing" and other information. All information should be recorded as electronic files in time and regularly submitted to the quality engineer to organize.

(2) After-sales service department weekly to do on the week's telephone records, corporate website records customer consultation records, service demand records and other reports.

(3) After-sales travelers fill in the "after-sales information feedback form" every time they travel, and submit it to the after-sales service department every time. During the maintenance period, through the video, photos, electronic documents and other methods, detailed records of fault conditions. And organized into information submitted to the Department of After-sales Service.

(4) After-sales service personnel can be on the network information, customer information, newspapers and magazines, and other different places for the industry to collect and summarize information.

2, information collation and analysis

(1) by the after-sales specialists on a monthly basis on the "telephone service records", "customer product quality opinion form", "product quality processing form", "after-sales information feedback form", "customer service processing form", fault video, photos, physical, electronic documents, etc. to be organized, and to mention the Department of Customer Service specialists to review.

(2) for this month, this quarter, this year, the continuous emergence of problems in the layers of key warning analysis of the causes of such problems.

(3) The customer's opinion is summarized and processed to summarize the problems in the after-sales service, the customer's needs, as well as the customer perception of our products, satisfaction, from which to analyze the product should be improved.

(4) Classification of my company's products customers use the process of what problems will occur, for a certain type of product problems, after-sales service personnel and technical development staff to discuss the consultation, the emergence of such problems to be how to properly solve the problem to arrive at an efficient and rapid, to arrive at a perfect solution for each problem.

(5) all of the above issues are summarized and categorized to get the final results of the after-sales problems, different problems are not the same treatment, technical problems by the technical developers to improve the product; service problems by the service department staff to deal with,

First, the after-sales service personnel knowledge training;

Second, the after-sales service personnel behavior Manners training;

Third, to familiarize with the service process; make sure that the company's after-sales service quality efficiently and quickly, to get the most satisfied customers ` evaluation.

On the after-sales service program model 3

Product after-sales service commitment

Chenzhou Hengrong Industry and Trade Co. Ltd. in the spirit of "high quality, excellent service, seeking development" spirit of "quality products, reasonable price, attentive service" for the concept and responsibility, the principle of openness to you a solemn promise:

First, I guarantee that the products are manufactured and inspected in accordance with the relevant national standards, and unqualified products will never leave the factory. Guarantee strict fulfillment, fulfillment of the product three packages, the strict implementation of the relevant provisions of the national industrial products after-sales service.

Second, the user of my company's products quality objections, the company guarantees that the user received the objections made within 24 hours to deal with the views. If the need for on-site solution, to ensure that the dispatch of professional and technical personnel, and do not solve the quality problems, service personnel do not leave the scene. After-sales service telephone: 2234964

Commitment: Chenzhou City, Hengrong Industry and Trade Co. Ltd. 20__ annual production and construction of standard parts required for the procurement plan project (bidding number: hnhjsd20__ year machine word No. 16) organized by the organization of the bidding and contract signing, implementation, completion, in the name of the unit to deal with all matters related to it.

This authorization letter signed on January 1, 20__ to take effect. It is hereby declared.

Entrusted by the unit: Signature of the legal representative:

Signature date: January 1, 20__

Attachment: 1, the agent's work unit: Chenzhou City, Hengrong Industry and Trade Company Limited

Position: Manager Gender: Male Age: 36

ID card number: 432826197612071215

2, the principal's enterprise validity: the implementation of the completion of the unit to deal with all matters related to the name of the unit. p> 2, the commissioner of the enterprise's valid business license number: 431001000011369 Address: Yanquan Road, Chenzhou City, No. 31-5 Economic nature: limited liability company Registered capital: three hundred thousand yuan business mode: production, sales Business Scope: standard parts, hardware and electrical appliances, machinery and equipment sales, production

Chenzhou City Hengrong Industry and Trade Co. Project Name: Hunan Black Gold Times Co.

Project No.

Bidder: Chenzhou Hengrong Industry and Trade Co.

Bidding documents 20__ annual production and construction of standard parts required for the procurement plan hnhjsd20__ year machine word No. 16

Letter of Bid

Hunan Black Gold Times Co.

Hunan Black Gold Times Co. >

According to your Hunan Black Gold Times Co., Ltd. 20__ annual production and construction of standard parts procurement plan (Project No.: hnhjsd20__ year machine word 16), formally authorize the following signer Kuang Yang Xiong full representative of the bidder Chenzhou City Heng Rong Industry and Trade Co.

According to this document, the bidding documents will be submitted to you.

According to this letter, the signatory hereby declares its agreement as follows:

1, according to the bidding documents goods requirements list and bidding price list, the total bidding price (capital) eight hundred and ninety-nine thousand one hundred and ninety-nine dollars, RMB (￥ 896.19). Sub-quote table is as follows:

2, we agree to appoint the following signatory at the scene for the tender offer again, the scene of the offer is also binding on us.

3. We agree to follow this tender document from the date of opening of the tender as specified in the Instructions to Bidders and shall be binding and likely to win the tender till the expiry of the validity period of the tender document as specified in the Instructions to Bidders.

4. Ensure compliance with the relevant provisions and tariffs in the tender documents.

5. We fully respond to any of the terms of the tender documents except for the deviations listed in the deviation table of technical specifications and deviation table of commercial terms.

6. To ensure the faithful implementation of the economic contract signed by the supply and demand sides, and to assume the responsibilities and obligations under the contract.

About after-sales service program model 4