Effective after-sale service management ensures maximum product sales and customer satisfaction. This encompasses the entire post-delivery process. The sales department centrally oversees planning, organization, implementation, and reporting. The production department handles specific after-sale services, while the technical department provides post-delivery technical support.
Following product and service delivery, activities encompass on-site training, technical support, documentation updates, and quality issue management. Service modes include consultation, solution, and remote guidance. The sales department records and forwards customer feedback promptly, addressing issues based on type and ensuring swift response. For post-warranty service, a contract is signed. After-sale service acceptance is confirmed, with receipts returned to the financial department for tracking, and verification is possible via phone or email for on-site service.
Each after-sale service record should be meticulously stored. Concurrently, customer feedback and after-sale service data undergo summarization and statistical analysis, including techniques like maintenance and product returns, presented to production, technology, and management. This analysis serves as a reference for implementing corrective and preventive actions for future products.
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