服务案例
Case
After sales service process
Our equipment has a one-year warranty. After the customer finds a problem with the machine and contacts us, our after-sales personnel will reply within 2 hours. Contact technicians to analyze the problem points at the first time, provide solutions, and solve customer problems in the fastest time. After the problem is solved, we will have a special phone call to ask whether the problem has been solved and whether the machine is operating normally.
The customer asks questions
Video | Photo | Phone
Understand the problem (reply within 24 hours)
Analyze the problem
1. Non technical problems → solved by phone
2. Technical problems → Transfer to Technical Department →
Technical Analysis (Technology Department)
Summarise preliminary questions
Provide solutions
Video, photos, guidance
1. On site inspection failure
2. Engineer's door-to-door visit
3. Parts sending
回访
视频丨照片丨电话
Return visit
1.非技术问题→电话解决
2.了解问题→给出解决时间→问题给技术部→
solve the problem
总结初步问
Identify problems
1. Procedural issues: repair/remote
2. Hardware problem: replace the hardware
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