After-sales service
First, the purpose:
Expand the number of long-term cooperative customers through maintenance services. Through the high satisfaction of the customers who have been repaired and maintained by the machine, more business opportunities are brought.
Second, member organization structure and system:
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total | → | Maintenance department | → | Customer service scheduling | → | Maintenance staff |
The management is carried out from top to bottom, and the personnel cannot be called. The maintenance staff must be approved by the customer service and reported to the superiors for approval before they can take time off. Subordinate personnel must obey the arrangements of the higher level.
Third, the responsibility of customer service:
(1) Answering customers and accurately recording customer repairs;
(2) Arrange the maintenance of the maintenance personnel according to the time specified in the warranty and maintenance contract;
(3), do the next day's maintenance and repair plan before work, summarize the record of the day's maintenance, and check whether the maintenance record card is completed. If you need to go early the next morning or have a long way to go before work, the customers who go to normal time will be arranged at 8:30-9:00 on the day of work .
(4), returning customers: new installed customers, returning after one week, asking about the use; repaired customers, returning the next day;
(5) Record the maintenance of the maintenance staff and check whether the maintenance record card is completed;
(6) Collect the price of common consumables in order to provide customers with a quote.
(7) Develop new customers.
Fourth, the responsibility of the maintenance staff:
(1) Obey the arrangement of customer service and work hard to complete the task;
(2) Familiar with the use and maintenance of products operated by the company;
(3) Before the repair, you should understand the fault situation, find the information, and prepare for it;
(4), before the departure of the newly installed machine, check the quantity and model of the product according to the order, install the machine correctly and quickly, give the user the training of use and common fault handling, fill in the machine installation report form correctly and hand it over to the customer service dispatcher. If there is a wrong model or quantity, the maintenance staff will be penalized for 20 yuan. The installation report will not be filled out and the installation fee will be cancelled.
(5) Report the maintenance situation to the customer service every day, fill out the maintenance record card,
(6), study frequently through various methods.
V. Profit distribution method:
(1), routine maintenance and maintenance during the warranty period is the responsibility of the maintenance staff. The company's OPLER brand products are guaranteed by the company for each type of machine warranty, one-third of the quarterly payment, one-third of the annual payment, the whole year Pay the principle of payment. The maintenance staff signs the maintenance contract with the user during maintenance and repair, extracts 30% of the total contract amount, and collects 20% of the sales fee for the maintenance fee charged when the machine is repaired; 10% of the sales of the parts are extracted.
(2) Who will advise who will benefit first. Maintenance staff A advises the user to repair, repaired by A; if A does not have the ability to repair well by B repair, A mention 3%. B mention 7%;
(3) 5% of the maintenance business received and introduced by non-maintenance personnel ;
(4) The maintenance and accessories of the all-in-one machine are extracted according to the normal sales of 10%. The profit of the paper and ink is not credited to the individual, but the profit of the maintenance department is still 15%, and the maintenance department distributes the benefits according to the actual situation.
(5) Â Â Â Â The maintenance personnel can return to the field to repair or install the machine on the same day. The subsidy is 50 yuan per day . If you cannot return it, you will receive 100 per day (including meals, accommodation, and fees). The number of days of travel will be calculated based on the difference between the return date and the departure date.
(6) Â Â Â Â The maintenance personnel should go to the customer who has to serve three times and fail to solve the problem. If the customer complains , the customer's warranty and the profit generated on the customer will not be counted in the maintenance personnel. The profits generated are included in the assigned personnel.
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