2022年售后服务计划方案.pdf

1 2014 年售后服务计划方案旧的一年已经过去，新的一年已经来临；我们也将面临新的挑战，对于未来一年的工作计划方案如下。我们要做什么：一、明确服务目标1、根据客户的品质作为评价指标，找出我们的忠诚客户，作为我们的重点维护对象；2、通过对流失客户回访及分析，找出客户流失内在原因及改进措施；3、对于我们的忠诚客户,公司有好产品时推荐客户优先体验使用;让客户受到特殊待遇，增加客户对我们的依赖感和安全感。4、完成我们现有的工作，积极开展与公司产品相关的业务；做到售后销售一体化，提升产品业绩。5、在我们销售的现有产品中积极观察和发现产品的不足，提出改进建议完善我们的产品提高客户生产效率。6、收集客户的相关资料为需要的客户量身定制他所需要的产品，让客户知道选择我们不单独是生意更是朋友，让他们知道我们是他们的坚强后盾。二、技术培训1、加大相关技术培训的频次，分为定期和不定期的培训交流2、注重理论与实际工作相结合的培训，提高维修人员操作技能和常规故障排除能力。三、团队建设（1）每周安排部门经理进行两个小时的岗位专业知识培训（2）每个技术人员针对日常工作中出现的问题、漏洞等进行总结，形成备忘录2（3）每周制定工作计划，明确工作目标；随着目标的调整进行动态调整，进一步提高工作效率。我们怎么做：一、目的对服务过程进行有效控制，确保为用户提供及时，周到，满意的服务二、适用范围适用于售后销售技术服务工作三、内容1、服务工作方针：信息准确、反应敏捷、处理有效、用户满意2、服务及时率 90%;用户满意程度 85%;用户抱怨率（确属服务责任的）3%.3、如果客户有问题应在12 小时内给予用户答复；需要与配套厂家联系的，应在最短时间内处理或给客户合理解决办法。四、服务人员行为规范1、服务人员严格遵守公司规章制度，树立处处为用户着想、视用户为上帝、全心全意为用户服务的宗旨，服务态度要热情、耐心、周到。2、服务人员到现场后详细了解设备使用情况、认真检查分析故障原因，并按规定维修处理，服务结束后填写在服务报告上。请用户签字（盖章）认可。3、服务人员在实施技术服务中，不能只满足于解决用户提出的问题，还应主动向用户传授设备使用保养知识，指导用户正确使用、维护、保养设备。4、服务人员不准以任何理由或借口向客户收取各种费用（有偿服务需经公司同意，回公司后如数上缴，冲抵服务费用）。文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 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HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U13 5、服务人员在服务过程中身着工作服文明用语，自觉维护企业形象，对不了解的问题和与技术、服务无关的事不准乱下结论，同时应注意保护与本公司配套厂商的形象。五、服务人员服务工作程序1、接受任务和指令a.接受上级工作指令，了解熟悉任务内容（详细查阅资料、设备型号、编号、电话号码和联系人等）并携带相关单据。d.出发前准备工作做好（二人以上外出，应指定一人临时负责）。e.主动与用户联系，询问具体故障，携带可能遇到或必须使用的零部件，确定用户所在的位置、交通状况，以提高效率。2、到达后处理问题a.见到客户后，首先自我介绍说明来意，并请客户介绍设备故障具体情况。b.“听”：详细听取用户反映设备的运行过程、使用情况、出现故障的前后情况，对故障必须做好记录。c.“看”：核对该设备是否属于“保修”范围，检查存在问题部位是否被拆过，记录运行过程、使用情况、出现故障，以进一步证实客户提供的情况。d.“查”：针对故障部位进行检查，确定故障的真正原因；实事求是对问题进行处理，分析故障原因、责任，尽量与用户达成共识。e.详细填写服务报告（服务报告填写准确、字体工整）最后由用户签名（盖章），如有换件或赔偿，必须写清原因、零件名称和数量。f.较大问题必须及时向单位领导汇报，应首先提出自己的处理意见和用户要求，便于单位领导决策参考。3、返回单位后文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 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a.返回单位后及时上班（如要休息需经领导同意）。b.向单位领导汇报处理的具体情况，将服务报告交领导审批后存档。4、来电来函处理程序a、服务人员按来电来函的时间顺序填写来电处理记录；b、明确答复和及时处理用户的来电、来函，并记录；来函情况不明的应了解清楚具体情况后再及时处理；5、换件使用程序a、服务人员根据实际情况提出处理意见，并开出领料单，领导批准后领取。b、为用户更换备用件后，服务人员填写服务报告，经用户签字及领导同意后，连同旧件作为备用件销帐。c、邮寄发运的配件邮费、运费由经手人和领导签字后销帐。六、备用件管理程序：a、仓库在接收备用件时，填写备用件接收单（一式二份）入库登帐。b、库管根据领料单发放备用件，并根据服务报告和末用件销帐；认真做好二次索赔工作。以上是我们技术售后的工作计划，希望各级领导指导改进；让我们做的更完美，谢谢！2014年 1 月 8 号售后部文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 HS4J3N4J8C3 ZJ1G1J10J2U1文档编码:CU5V10C1A9P6 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