After sales

Ⅰ. Purpose

In order to ensure that customer complaints are resolved quickly and reliably through standard procedures and specifications, so that customers can fully feel that they can treat me again in the process of accepting complaints.

We build confidence in the products and services we provide, and ultimately regard us as a long-term partner; at the same time, we can find loopholes and deficiencies in our work in the process of handling customer complaints, and correct or make up for them so that they can continue Perfection and progress, specially formulated the "Customer Complaint Handling Process and specification".

Ⅱ. Scope of application

If customers have any dissatisfaction or problems when accepting our services or products, and reflect them to relevant departments (including various positions in the company) through various effective channels.

Competence department), then a customer complaint will be formed, and all such customer complaints can be applied to this process.

Ⅲ. Responsibilities

1. The marketing department is responsible for the collection, feedback and tracking of various information, and is responsible for timely feedback of customer complaints to the responsible departments, and at the same time according to the return visit information system every month make an analysis report.

2. The sales agency is responsible for handling complaints involving product sales, service attitudes, service specifications, etc. of the sales department, and handling customer investment in a timely manner based on complaints and feedback from the marketing department.

3. The sales manager is responsible for the handling of general complaints in the maintenance service. Especially on-site customers have regard to the company's maintenance quality, service attitude, service specifications, etc. General complaint. At the same time, we deal with customer complaints in a timely manner based on the feedback from the marketing department.

4. The general manager is responsible for handling major complaints in maintenance services. Especially for major complaints involving the nature of the accident and requiring compensation from the company.

5. The general manager is responsible for the final determination of customer complaint handling measures, the decision on the handling plan, and the handling of internal responsibilities.

Ⅳ. Normative content

1. Acceptance of customer complaints

1.1 Receipt of records and forward them to the marketing department, which will forward them to the responsible departments

1.1.1 In addition to the on-site complaint handling by the sales manager in daily maintenance services, all departments or individuals who receive telephone complaints or other complaints must record the customer’s information and submit it to the marketing department in a timely manner. In half an hour, the marketing department will register the details of the complaint.

1.1.2 The marketing department registers customer complaint information on the "Customer Complaint Information Feedback Form", and assigns it to each responsible department according to the department or individual or incident of the complaint.

1.1.3 All departments or individuals must immediately receive major complaints (complaints related to compensation, complaints related to safety, complaints with large damages; situations that cannot be resolved in a short time, and customer opinions are large and may cause adverse effects, etc.) The transfer to the marketing department should not exceed half an hour at the latest, and it will be transferred to the responsible department after registration by the marketing department for follow-up supervision.

1.2 When registering customer complaints, the marketing staff should record the customer's contact information, including the customer's name, vehicle license plate number, contact information and other elements. And retell the content of customer complaints in their own language to ensure the accuracy and completeness of the records. At the same time, we should listen to customer complaints while recording the key points of customer complaints, give customers as peace of mind as possible, and convey to customers the meaning that they will give customers the maximum support they need to solve problems, and help customers build confidence in solving problems.

1.3 The marketing department staff assigns the "Customer Complaint Information Feedback Form" to each department manager based on their responsibilities. When delivering customer complaints, it should not exceed half an hour at the latest. And to ensure that any customer complaints correspond to the "Customer Complaint Information Feedback Form", and that the complaint information can be transmitted immediately without delay.

1.4 If a customer complaint is received outside of working hours (holidays, off-duty, weekends, etc.), the person receiving the complaint should determine the urgency of the complaint handling time limit. If it is determined to be urgent, they should contact the company leader by phone to arrange related responsibilities The person handles customer complaints and dispatches the "Customer Complaint Information Feedback Form" after work, so that customer complaints can be dealt with in a timely manner, while also ensuring the integrity of customer complaint files; non-emergency cases are handled in accordance with normal procedures.
If other departments receive a customer complaint, it should be recorded and transferred to the responsible department immediately, not more than half an hour at the latest.

2. Interactively handle customer complaints

2.1 After receiving the "Customer Complaint Information Feedback Form", each department manager or person in charge starts to deal with customer complaints, and must return to customers within 2 hours, communicate effectively with customers, and understand the specific reasons for customer complaints. Master the basic facts through various understandings. Investigate by:

2.1.1 Contact other relevant departments to learn about the situation involved in customer complaints.

2.1.2 Check other customer files or materials to understand the situation involved in the customer's complaint.

2.1.3 Analyze the most important factors and backgrounds that cause customer dissatisfaction and the results that customers expect to deal with.

2.2 Develop solutions

2.2.1 After understanding the content and reasons of the customer's complaint, the department manager or person in charge should immediately seek a solution to the specific problem.

2.2.2 Major complaints shall be reported to the general manager of the complaints and measures after preliminary formulation of the resolution measures. Especially when dealing with compensation and compensation, it is necessary for the general manager to sign and confirm the settlement measures or authorization before they can be implemented. General complaints are handled and resolved by the department manager based on the content of the complaint.

2.2.3 When necessary, the general manager personally makes decisions about major customer complaints. In such cases, the department manager must ensure that the most true information and situation are delivered to the general manager in a timely and effective manner to ensure effective communication of information.

2.2.4 When dealing with it, it is necessary to conduct full consultations with the customer, and develop a solution to the problem with the goal of a win-win situation.

2.2.5 If there is no agreement with the customer during the communication process, then the department manager or person in charge needs to formulate new solutions until an agreement is reached with the customer. The entire communication process must be consistent with the way of interaction. The formulation of solutions must ensure compliance with the principle of win-win. Ensure that after the solution measures are implemented, confidence in our products and services will be re-established.

2.3 Implementation of resolution measures

2.3.1 The department manager shall deal with it in a timely manner according to the negotiation result. The marketing department is responsible for monitoring the processing process to ensure that the solutions can be effectively implemented.

2.3.2 When the department manager implements the solution, he should interactively seek the customer's approval and commitment, and if necessary, he needs to sign a written document with the customer.

2.4 Effect confirmation, result feedback, and follow-up

2.4.1 The department manager is responsible for confirming the implementation effect of the solution measures. If the customer is still dissatisfied with the processing result, then new solutions need to be formulated until the final processing result satisfies the customer. At the same time, fill in and sign the "Customer Complaint Information Feedback Form".

2.4.2 If the customer is satisfied with the processing result, the department manager shall feed back the processing result to the marketing department on the same day. Customer complaints that have not been processed within 3 working days should also be reported to the marketing department.

2.4.3 The Marketing Department will pay a return visit to the customer on the 5th and 7th day after receiving the feedback "Customer Complaint Information Feedback Form" to understand whether the customer is satisfied with the result of the complaint handling. If the customer is not satisfied, the "Customer Complaint Information Feedback Form" will be issued again, and the customer complaint handling process will be repeated. If the customer is satisfied, the Customer Relations Department can consider that the customer complaint has been dealt with and close the complaint.

2.4.4 If written documents are generated during interactive handling of customer complaints, they need to be sent by the department manager to the marketing department for archiving.

3. Formulation and implementation of preventive measures

3.1 Compile customer complaint analysis report

3.1.1 The Marketing Department completes the Monthly Report on Customer Complaint Analysis according to the specific situation of customer complaints every month to analyze the reasons for customer complaints. If it is determined that such customer complaints are prone to occur, preventive measures should be prepared and notified when necessary to prevent similar complaints from recurring.

3.1.2 After the preventive measures are formulated, the general manager signs and approves them and implement them.

3.2 Implement preventive measures

3.2.1 Department managers should regularly or irregularly organize the "Customer Complaint Analysis Monthly Report", earnestly implement preventive measures, and supervise and inspect by the Comprehensive Department to ensure that preventive measures can be effectively implemented.

Ⅴ. Assessment

1. The General Department is responsible for the timeliness assessment of the information feedback processing of each department. If the work is not completed within the specified time, the performance work will be deducted according to the specific problem.
Capital

2. Each department manager is responsible for evaluating and handling the specific complaint object or the person directly responsible for the service, according to the internal regulations of each department.

3. The general manager is responsible for evaluating the internal handling of major complaints and imposing corresponding penalties on relevant persons responsible.