Our company's (3.2.2) after-sales rules: "Three Fast" method, "Two" communication, "Two" measures
The "Three Fast" Method
Quick feedback: Each department receives and records customer feedback on product quality information in a timely manner, including problem descriptions, product batch numbers, and other key information;
Quick implementation: Immediately organize relevant internal departments to investigate the issue, confirm the nature, scope, and impact of the problem
Quick response: After the quality department quickly conducts spot checks or tests on product quality, the conclusions of the spot checks or tests are fed back to the relevant departments within 2 days, and the relevant departments strive to do so within 3 calendar days
Provide a detailed handling plan to the customer internally.
Two "communication
Internal communication: Through internal quality testing, relevant personnel must understand the specific quality information of products that have undergone spot checks and re inspections;
External communication: Quickly and fully communicate with customers, while explaining solutions and time, starting from the customer's perspective, firmly adhering to the concept of "no perfect product, warm service", and providing customers with high-quality service.
Two measures
Rectification measures: Both parties shall formulate detailed measures for the causes of the problem, including improving process requirements, strengthening raw material management, and improving inspection processes;
Preventive measures: Strengthen the management of product quality management system, enhance product quality awareness and responsibility awareness, conduct regular sampling and testing of products to ensure that they meet relevant standards and requirements;
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