Managing post-sales services is crucial to maximize product sales and meet customer needs comprehensively. This process encompasses the entire lifecycle of our products and services post-delivery.
The Sales Department functions as a centralized management entity, overseeing the planning, organization, implementation, and reporting of activities following product and service delivery. The Production Department executes specific after-sales services, while the Technical Department provides customers with technical support services post-delivery.
Post-delivery activities include on-site technical training, technical support, updating technical documents, and addressing quality issues. Service modes are diversified, encompassing consultation and solution services, remote guidance, door-to-door service, and more.
The Sales Department diligently records, classifies, and organizes customer feedback via calls and emails. Customer problems are promptly documented and forwarded to the Production Department’s after-sales team. The after-sales staff responds promptly to customer issues, tailoring service methods based on the nature of the problems to ensure the quickest possible resolution. If the issue falls outside the warranty period, the Sales Staff is required to formalize an after-sales service contract with the customer.
Once the after-sale service is accepted by the customer, the after-sales staff retrieves the customer’s receipt and forwards it to the Financial Department for storage. Simultaneously, the Sales Department tracks the implementation of the after-sale service. Verification of on-site service, if necessary, can be conducted via telephone or email. This meticulous approach ensures that customer requirements are addressed promptly and comprehensively throughout the entire post-sales process.
Each after-sale service record should be stored well, at the same time to sales customer feedback, after-sale service and so on carries on the summary and all kinds of information carried out a statistical analysis on the use of statistical techniques (such as maintenance, return of products to make pareto diagram , etc.) and report the results of analysis to production and technology and management, provide a reference for other products later to take corrective and preventive actions.
