After-sale Service
Purpose: To deal with customer complaints quickly, effectively, fairly and impartially, to do a good job in after-sales service, to protect the interests of consumers, to maintain corporate reputation, and to promote the stability and improvement of product quality.
Implementation principles
(1) Implement a two-level after-sales service system of regional general distribution and Baisha Enterprise Customer Service Center.
(2) The regional marketing centers of Baisha Enterprise are responsible for all after-sales service responsibilities and their preliminary identification.
(3) Baisha Enterprise Customer Service Center is the final adjudicator of all complaints, and handles the complaints.
Warranty Card and Quality Feedback Form
(1) Baisha Enterprise Quality Assurance Card and Quality Feedback Form shall be uniformly produced, issued, archived and managed by Baisha Enterprise.
(2) The registration number must be registered when issuing the warranty card and feedback form. When agents and distributors at all levels complete their sales activities with customers, they should also take the initiative to explain the functions and related matters of the card to users and ask users to fill in; if users fail to fill in the quality feedback form due to their own reasons and fail to obtain a warranty card, Baisha is deemed to automatically waive the warranty and maintenance rights.
Handler
(1) The customer calls the general agent or the Baisha Enterprise Customer Service Center to complain to the general agent or Baisha Enterprise Customer Service Center according to the quality assurance card obtained according to the bad condition in the use process.
(2) After receiving the complaint, the acceptors at all levels should fill in the "Customer Complaint Acceptance Form", and quickly send someone to the scene to make a preliminary identification and determine the responsible party, and should handle it promptly and properly. If it is initially determined that it is a quality problem, the Baisha Enterprise Customer Service Center will send someone to properly handle it, fill in the "Complaint Handling Registration Form" and report it to the Customer Service Center for filing.
(3) If it is determined to be non-product quality reasons such as improper use, transportation damage, etc., the responsible party should be confirmed. If it is the company's responsibility, the Baisha Enterprise Customer Service Center will be responsible for modification, replacement, compensation, etc., and report it to the Customer Service Center for filing; If it is the responsibility of agents or distributors at all levels, the company will assist and urge the responsible party to take responsibility and deal with it accordingly.
(4) After receiving the customer's complaint, each center should arrive at the scene within the following 24 hours and within 48 hours of other cities to confirm the responsibility and deal with it accordingly. The transportation, accommodation and other expenses incurred in handling customer complaints shall be borne by the responsible party.
(5) Baisha Enterprise Customer Service Center shall regularly organize customer complaint files, and report major or representative cases to the general manager of the company and the corresponding departments.
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