Recently, through the strict supervision and review of nearly 15 indicators of the product after-sales service evaluation system of Sichuan National Jian, SEC Motor won the five-star after-sales service certification.
In 2021, SEC obtained the five-star after-sales service certification for the first time. This certificate not only fully affirmed the after-sales service of SEC, but also encouraged the company to further optimize the service process, improve the quality of service, and lay a solid foundation for SEC to continue to build a after-sales service brand.
▲ Five-star after-sales service certification ▲
01/5S evaluation index
One of the core contents of GB/T27922-2011 standard
This content mainly specifies the indicators used for the evaluation of commodity after-sales service and their meanings, which are specifically divided into three categories:
● Indicators for after-sales service system: emphasize the efforts made by enterprises in the organization, management, resources and other basic conditions of after-sales service;
● Indicators for goods and services: emphasize the norms of service activities and service behaviors carried out by enterprises around "goods";
● Customer service indicators: Emphasize the service issues and service behaviors that enterprises should pay attention to in the process of communicating with customers.
02/Our after-sales service content
● Customer complaints: Warranty period, according to the company''s commitment to the "three guarantees" category. On the contrary, implement according to the corresponding after-sales process, and try our best to solve user problems;
●Product return visit: mainly using telephone consultation and on-site service two ways to carry out a specific analysis of the abnormal situation learned from the return visit, and draw a analogy. Continuously improve and enhance product quality to meet and exceed user needs;
● Maintenance services: continue to understand the industry dynamics, market demand changes, combined with the characteristics of the product to establish a comprehensive set of motor back to the factory maintenance service process, before the failure to predict the hidden dangers, as early as possible to avoid risks for users, from the source to reduce the occurrence of failures and will bring losses.
03/After-sales service team
In order to meet the needs of users and better serve users, the company has established a perfect after-sales service system, and set up a technical, serious and responsible after-sales team that is good at dealing with various complex problems.
At present, the after-sales team has 1 after-sales service minister, 2 after-sales management, 19 after-sales engineers and 16 after-sales service personnel, which is a high-level and efficient team.
The after-sales service team generally responds quickly to user feedback within 2 hours, and in special cases, it does not exceed 4 hours. Upon receiving the customer''s after-sales service request, the team immediately assigned a special person to fill in the record, and arranged the technical force to deal with it in time according to the scene situation. The most valuable thing is that they can strictly comply with the company''s requirements for the timeliness of arrival at the site: in principle, the arrival of the same day, at the latest no more than the next day.
▲ After-sales personnel to ensure the effectiveness of late night and early morning train tickets▲
Whether it is early in the morning or late at night, the after-sales team always adheres to the service attitude of "urgent for the user, solving the difficulties of the user", even during the Spring Festival. It is this dedication of "good work, good start and good finish" that moves customers again and again.
▲ A business trip to Guizhou on the second day of January 2021▲
In the SEC motor quality assurance Department file cabinet, neatly stored after-sales service fax and assignment book, which densely records the story of their service for domestic and foreign users in the mountains, the sea, 100 meters high in the past 20 years, and the harvest of many praise:
Satisfied with your service!"
"Actively and seriously handle problems on the spot."
"The technical staff is highly skilled, the installation works overtime, the service attitude is good, and the leadership is highly appraised." Thank you so much!"
"Your engineer service is very good! Thank you for your strong support!"
"Our division is like this, go all out, go deep into the depth of the phenomenon, and serve it, and fall asleep." -- SEC Motor Quality Assurance Department Wei Zhang
SEC Electric will take the opportunity to obtain five-star after-sales certification, focus on the company''s development strategy, further improve the quality of motor, improve the after-sales system, provide new and old users with better service, and contribute more to the healthy and rapid development of the industry.
