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EI Products Customer Services
The post-sales service is
related to the development of the enterprise. Entitled
good service
is a shortcut to upgrade the brand popularity. As the increased demand of
services, build the brand loyalty of the consumer and prompt a good name; the
good service is badly needed.
EI always insists on “consumer
demand—oriented”, and places the good service first.
Putting much
value on content of the post-sales service
The post-sales service is not
only contains the maintenance service, but also contains customers’ opinions,
complaints, take goods back, exchange commodities, maintenance service, and data
management, etc. EI has built the management system on these respects, and also
has its commissioner to take responsibility.
1. Customers’ opinions and complaints
EI offers consulting service,
and accept feedbacks or complaints by hotlines. Receptionist put this
information on record, then fills the dedicated form and send to the relevant
department to deal with it. EI prescribed that emergency cases should be
reported to the leadership on time, and reply the every call, mail and visit
with customers’ satisfaction.
2. Take goods back & exchange commodities
The storage, transportation
department, finance department, and production department supported EI set the
workflow of taking goods back & exchanging commodities. Find out the reason and
ascertain where the responsibility lies.
3. Maintenance service
EI set guarantee period
according with laws and customs. The post-sales service contained free service,
paid service and service on the contract. The receptionist will record the
details of the customers’ problem, and then send it to the service department to
solve.
4. Data management
EI set up a complete and utility
reparation reference system to improve the ability of support information. The
maintainers have an obligation to keep secret of the relevant technical data.
Any complaints about the
quality of our goods will be quickly dealt with.
1. EI
has the systems and
experts to
manage the quality. They would also do
many precautions and improve the
faculties of the staff and professional qualification to avoid the problem. Good
quality above everything and customer first.
2. To customer’ complaints,
accept and feedback by sales department, and then analyze the causes by
qualification management department. The salesman feedbacks the salvation to the
consumer after receive the rectification sheet from the qualification management
department.
3. To record the details about
complaints of every customer, which contained with contents, processing, results
and the satisfactions. Then do better next time.
4. To find out the
responsibility department and the relevant person.
Feedback the demands
information of the market
1. Keep in touch with the
customer through questionnaire periodically. To invite the customer to visit our
workshop or attended the conference, and get the valuable information from them.
2. Get competitive intelligence
from Internet to get first-hand information, and produce the commodities that
appropriate the market.
The satisfaction of quality
1. Send the satisfaction
questionnaires to consumers for seeing whether the consumer was satisfied with
quality.
Analysis of qualitative data
every month, according to the customers’ feedback and the condition of
exchanging goods. We would find out the quality standard of the every customer,
and apply the better service.
Strengthen inner quality
control, and taking precautionary measures.
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