02-售后服務(wù)作業(yè)規(guī)范

1、.設(shè)備安裝與驗收.攪拌車可以在公司內(nèi)或用戶處驗收，由發(fā)車人員或送車人員與用戶一起進(jìn)行，并填寫驗收報告且 須經(jīng)雙方簽字認(rèn)可。攪拌車驗收報告由銷售部門存檔保管。攪拌站、回收站的安裝由安裝服務(wù)人員進(jìn)行全過程負(fù)責(zé)。在安裝過程中發(fā)現(xiàn)問題應(yīng)立即與服務(wù)經(jīng)理或技術(shù)部進(jìn)行聯(lián)系，得到技術(shù)支持。攪拌站、回收站的安裝和驗收按GB標(biāo)準(zhǔn)進(jìn)行。攪拌站、回收站的驗收在客戶處或利勃海爾公司，由XLC/CLX代表與用戶代表一起進(jìn)行，驗收報 告經(jīng)由雙方代表簽字并加蓋公章后生效。經(jīng)雙方簽字蓋章的驗收報告交由售后服務(wù)部存檔并在掃描上傳公司網(wǎng)絡(luò)系統(tǒng)。.用戶滿意度測量質(zhì)量部根據(jù)用戶的反應(yīng)信息、用戶服務(wù)報告、銷售市場部的調(diào)查結(jié)果及相關(guān)領(lǐng)導(dǎo)對

2、用戶的走訪定 期做出測評，要求客戶服務(wù)滿意度到達(dá)95%以上。Application Form for Code of Conduct for After-sales Service”“售后服務(wù)作業(yè)規(guī)范”更改申請表（For Internal Use Only/僅供內(nèi)部使用）Application: Modification toVersion申請對更改版本Date/時間Modified by由誰修改What to be modified 更改內(nèi)容Original/原始Revision/更正Reasons for Modification 更改理由Modification Approved更改批復(fù)

3、Modification Approved更改拒絕Approved by （with signature）批復(fù)人（簽名）Date日期Implementation Date 實施時間Rejected by （with signature）拒絕人（簽名）Date日期Reasons for Rejection 拒絕理由CODE OF CONDUCT FOR AFTER-SALES SERVICEXLC/CLXRef. No.： XLC/CLX-AS-02General Guidance：In order to provide customer with in-time and effective s

4、ervice of good quality, and enhance customer satisfaction, we hereby make this code of conduct for guiding and restricting the behavior of the company after-sales service personnel when work; Therefore, It is a “MUST” for all concerned Dept, and its people to adhere to and perform corresponding jobs

5、 accordingly once a certain code of conduct for after-sales service is approved and issued. During the implementation, in case there is a need to make amendment/improvement to the existing document, please concerned Dept, or its people, who are in need to make amendment for further improvement, rais

6、es such application in the way as shown in Appendix Application Form，which then is followed by the review and approval from Dept. leader/Company leader. Please bear it in mind that before any amendment proposal is integrated into the existing document, the existing one still prevails its effectivene

7、ss.CODE OF CONDUCT FOR AFTER-SALES SERVICEXLC/CLXRef. No.： XLC/CLX-AS-02Service preparation ：Qualifications of service engineer：Qualified person with more than 3 years experience in engineering machinery who passed vocation training.Ability to check and maintain the products and train the user indep

8、endently.Service tools: the service engineer must go to the work site by bringing with service tools that may need.Service engineer is managed by after-sales service department and accepts the surveillance and evaluation of the customer, dealers and relevant departments of the Company.Information Pr

9、ocessing：Information source：Customer warranty requisition in the form of fax, letter, e-mail, telephone or warranty claim form;Warranty parts requisition in written form applied by XLC/CLX site service engineer after preliminary inspection and analysis.Information collection: After-sales Service dep

10、artment sets the positions of service assistant and spare parts salesman who is responsible for receiving and analyzing service information and reporting the sorted information to after-sales service manager, as well as following-up the service process, replying to the customer and filing relevant d

11、ocument.Information processing： In order to ensure prompt, accurate and efficiency service, when the after-sales service personnel is informed, he/she should, as soon as possible, get in touch with the customer to get more relevant information, and prepare to leave for jobsite with necessary service

12、 tools or service parts.Service result： The Service Report filled out by service engineer after each service, no matter site service or telephone service, is made in duplicates. XLC/CLX after-sales service department keeps the original, and customer keeps the duplicate.Service Requirement ：Service p

13、ersonnel should solve the trouble with suitable manner by fully understand customer feedback and keep following up the case hes in charge until it is solved satisfactorily.Telephone service： After getting customer feedback, service engineer should first try his best to help customer to solve the pro

14、blem though telephone, so as to minimize the loss that caused by machine halt.Service at jobsite ： If the problem cant be solved on telephone, service engineer will be ordered, by service manager, to go to the work site as soon as possible by bringing necessary service tools and service parts with h

15、im. At jobsite, service engineer must do the following things:Put on Liebherr working clothes when work;Listen with an open mind to opinion from customer and be attentive when service. Bad attitude and service quality that harmful to customer interests and company reputation is absolutely forbidden.

16、Find out the source of the trouble and clarify the responsibility; take photos of trouble spot as evidence if theres necessary.Do overall inspection for the product and fix up the troubles unseen.Take notes for every quality or technical problem that found at jobsite during service. If encountering

17、problems that cant be solved, the site engineer should timely report to service manager and consults with technical department.Fill out “Service Reporf which covers product information, fault description and other service details and asks customer to sign on it if both admit what wrote in the report

18、.Service engineer submits the original Service Report with customers signature to service manager. Service assistant files the report after service managers approval and uploads the scan copy onto the Company internet system.The sales manager, marketing manager, service manager and company leaders i

19、nvestigates the service quality and attitude toward customer of service engineer when their visit to customer and writes down the result.The Company leaders concerned will jointly assess and evaluate the investigation result and punish the unqualified service engineer as per “ XLC/CLX Technical Guid

20、e for After-sales Service” 3.6. XLC/CLX authorized service station is responsible for customer service and spare parts sales in its service area as defined in the signed service agent agreemenf. The after-sales service department provides them with technical support and spare parts support.Strictly

21、implementation of contract clause relevant with service.Necessary safety precautions must be taken when service and equipment installation.Initiative service as per “XLC/CLX Technical Guide for After-sales Service51.Warranty parts application and old parts returnService engineer first checks that if

22、 it is warranty problem via telephone communication with customer and report to service manager; service assistant applies for warranty parts via company internet system by service managers approval.The old parts should be returned back to the Company warehouse, either by the site service engineer o

23、r the customer, for further quality check by QC or warranty claim by purchase department.Customer training ：Training place: a), at customers site after installation and test of product is finished; b). at XLC/CLX training center.Training requirement: XLC/CLX service person should train the customer

24、strictly according to the training plan and should be responsible for the training quality.Training material: Product Operation Manual and Customer Training Material“ edited by experienced service engineer.Installation and acceptance of products:The truck mixer is recognized as commissioned when the

25、 commissioning report is signed by the driver who sent the truck and the customer representative at delivery place.The original commissioning report of truck mixer is kept by sales department.Installation team at construction site is responsible for the whole process of installation of batching plan

26、t and recycling plant.If any problem that needs for technical support were found during installation, the field director of CLX should as soon as possible get in touch with after-sales service manager or technical department to feedback.Installation and acceptance of batching plant and recycling pla

27、nt is carried out as per relevant GB standard.The batching plant and recycling plant is recognized as commissioned when the commissioning report is singed and chopped by both parties at either company.The original commission report of batching plant and recycling plant is kept by after-sales departm

28、ent; its scan copy is uploaded onto XLC/CLX internet system.Customer satisfaction measurementQuality department regularly evaluates customer satisfaction by analyzing feedback information, service report and investigation result from sales department and marketing department, as well as the result o

29、f customer visit, and makes sure that the rate is no less than 95%.售后服務(wù)作業(yè)規(guī)范XLC/CLXXLC/CLXRef. No.： XLC/CLX-AS-02總那么：為了更好地為用戶提供優(yōu)質(zhì)、及時、有效的服務(wù)，以提高客戶滿意度，公司特制本規(guī)范用以指導(dǎo) 和規(guī)范公司售后服務(wù)人員在服務(wù)過程中的行為。本規(guī)范一經(jīng)批復(fù)、發(fā)放，請相關(guān)各部門嚴(yán)格遵照執(zhí)行。 如假設(shè)在實際執(zhí)行過程中，有進(jìn)一步改善和更改的實際需求，請更改需求部門及其人員提出并按附件“更 改申請表”的內(nèi)容提出改進(jìn)內(nèi)容，進(jìn)而提交給相關(guān)領(lǐng)導(dǎo)審批。在新更改內(nèi)容納入到既定規(guī)范之前，公司 售后

30、服務(wù)人員依然按既定規(guī)范執(zhí)行工作。1.服務(wù)準(zhǔn)備：售后服務(wù)作業(yè)規(guī)范XLC/CLXRef. No.： XLC/CLX-AS-02對服務(wù)人員的要求：所有服務(wù)人員必須對服務(wù)產(chǎn)品有三年以上的相關(guān)經(jīng)驗，經(jīng)培訓(xùn)考核合格后方可上崗。所有服務(wù)人員都必須能夠單獨完成產(chǎn)品維修和用戶培訓(xùn)工作。工具：到用戶處進(jìn)行維修服務(wù)時，每個服務(wù)人員必須攜帶相應(yīng)的專用服務(wù)工具。服務(wù)人員歸售后服務(wù)部管理并接受用戶、代理商和公司相關(guān)部門的監(jiān)督與考核。.信息處理：.信息的來源：由客戶通過 、信件、電子郵件或 等口頭方式提出的所有關(guān)于產(chǎn)品保修或維修的申請。由利勃海爾服務(wù)人員在用戶現(xiàn)場經(jīng)過初步分析判斷后提出服務(wù)及更換備件申請。信息的接收：售后服務(wù)部設(shè)專職服務(wù)、配件主管，負(fù)責(zé)服務(wù)信息的接收、分類、下發(fā)、記錄、跟 蹤和回復(fù)等。在得到服務(wù)信息后首先對信息進(jìn)行初步分析，并向服務(wù)經(jīng)理匯報。信息的處理：服務(wù)人員接到服務(wù)信息后，立即與用戶進(jìn)行聯(lián)系進(jìn)一步確認(rèn)故障情況，準(zhǔn)備工具行 程以保證服務(wù)的準(zhǔn)確性、及時性，如需帶配件，應(yīng)盡快辦理配件三包領(lǐng)用手續(xù)。服務(wù)的結(jié)果：在服務(wù)完成后，服務(wù)人員應(yīng)將詳細(xì)填寫的vv服務(wù)報告一式兩份，分別交給用戶、 服務(wù)部存檔。如果僅是 服務(wù)，服務(wù)人員也應(yīng)填寫vv服務(wù)