02-售后服务作业规范

1、.设备安装与验收.搅拌车可以在公司内或用户处验收，由发车人员或送车人员与用户一起进行，并填写验收报告且 须经双方签字认可。搅拌车验收报告由销售部门存档保管。搅拌站、回收站的安装由安装服务人员进行全过程负责。在安装过程中发现问题应立即与服务经理或技术部进行联系，得到技术支持。搅拌站、回收站的安装和验收按GB标准进行。搅拌站、回收站的验收在客户处或利勃海尔公司，由XLC/CLX代表与用户代表一起进行，验收报 告经由双方代表签字并加盖公章后生效。经双方签字盖章的验收报告交由售后服务部存档并在扫描上传公司网络系统。.用户满意度测量质量部根据用户的反应信息、用户服务报告、销售市场部的调查结果及相关领导对

2、用户的走访定 期做出测评，要求客户服务满意度到达95%以上。Application Form for Code of Conduct for After-sales Service”“售后服务作业规范”更改申请表（For Internal Use Only/仅供内部使用）Application: Modification toVersion申请对更改版本Date/时间Modified by由谁修改What to be modified 更改内容Original/原始Revision/更正Reasons for Modification 更改理由Modification Approved更改批复

3、Modification Approved更改拒绝Approved by （with signature）批复人（签名）Date日期Implementation Date 实施时间Rejected by （with signature）拒绝人（签名）Date日期Reasons for Rejection 拒绝理由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%.售后服务作业规范XLC/CLXXLC/CLXRef. No.： XLC/CLX-AS-02总那么：为了更好地为用户提供优质、及时、有效的服务，以提高客户满意度，公司特制本规范用以指导 和规范公司售后服务人员在服务过程中的行为。本规范一经批复、发放，请相关各部门严格遵照执行。 如假设在实际执行过程中，有进一步改善和更改的实际需求，请更改需求部门及其人员提出并按附件“更 改申请表”的内容提出改进内容，进而提交给相关领导审批。在新更改内容纳入到既定规范之前，公司 售后

30、服务人员依然按既定规范执行工作。1.服务准备：售后服务作业规范XLC/CLXRef. No.： XLC/CLX-AS-02对服务人员的要求：所有服务人员必须对服务产品有三年以上的相关经验，经培训考核合格后方可上岗。所有服务人员都必须能够单独完成产品维修和用户培训工作。工具：到用户处进行维修服务时，每个服务人员必须携带相应的专用服务工具。服务人员归售后服务部管理并接受用户、代理商和公司相关部门的监督与考核。.信息处理：.信息的来源：由客户通过 、信件、电子邮件或 等口头方式提出的所有关于产品保修或维修的申请。由利勃海尔服务人员在用户现场经过初步分析判断后提出服务及更换备件申请。信息的接收：售后服务部设专职服务、配件主管，负责服务信息的接收、分类、下发、记录、跟 踪和回复等。在得到服务信息后首先对信息进行初步分析，并向服务经理汇报。信息的处理：服务人员接到服务信息后，立即与用户进行联系进一步确认故障情况，准备工具行 程以保证服务的准确性、及时性，如需带配件，应尽快办理配件三包领用手续。服务的结果：在服务完成后，服务人员应将详细填写的vv服务报告一式两份，分别交给用户、 服务部存档。如果仅是 服务，服务人员也应填写vv服务