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In recent years, CSIC Haisheng Technology Co., Ltd. has focused on customers in terms of customer service and after-sales service, focusing on service quality, timely service, tracking in place, and coordination. Recently, Haisheng Technology has stood out from more than 500 suppliers and won the “2010 Sincere Cooperation and Motivation Award†of Wuchang Shipbuilding Heavy Industry Co., Ltd.
Pay attention to customer needs and do a good job. Haisheng Technology insists on focusing on customers for many years. Whether it is data supply or technical training, we can rush customers to think, meet customers' requirements and win customers. trust. At the end of last year, the company provided supporting services for a fiberglass boat built by a company, and sent a service team to the site for training, installation, joint adjustment, navigation test and other work. At that time, it was in the cold winter. The on-site operation environment was very difficult. The company produced 17 backbones, and did not leave the post for more than 20 days. It completed the task well and grabbed the best production cycle for the products.
Standardization of Service Quality Standardization Service Process Haisheng Technology scientifically decomposes and evaluates the service timeliness, service effectiveness, service attitude and spare parts supply. After the service notice is issued, all functional departments must accelerate the operation. Within two days, four days outside the province, on the basis of the service site, strive to “first time†to arrive at the scene to solve problems for customers; incorporate work performance into year-end statistics and assessment, and link with the distribution mechanism. The implementation of these measures has standardized its service quality and standardized the service process. The whole process of the entire service activity is under control, and a good standardization and standardization system for product and service has been established.
Timely communication, coordination and dynamic service Haisheng Technology pays attention to multi-angle and multi-layered information. The after-sales service administrator must communicate with the user management department, users and the technical department of the public before each service notification is issued. Service personnel maintain dynamic tracking on site to maintain the best condition of the service. Last year, the key part of a certain product equipment had the problem of “insulation dropâ€. The company attached great importance to this, coordinated with many parties, and actively communicated with the door. The personnel of relevant departments were promptly rushed to the site to replace parts, paying close attention to the use of the products after replacement and continuous Stability after work, etc., to ensure the best performance of the product.
According to statistics, last year, Haisheng Technology sent 380 people to conduct on-site service, achieving zero accidents in product delivery, and customer satisfaction reached 86%.