1, customer reception and handling: responsible for receiving customer after-sales handling, answering customer inquiries, explaining, analyzing and solving problems reflected by customers.
2. After-sales service process management: Be familiar with after-sales service process to ensure service efficiency and satisfaction, including continuous improvement of after-sales service process.
3. Team management and coordination: manage the after-sales team, cooperate with the pre-sales team in a friendly way, cooperate closely with other relevant departments, coordinate and communicate, and ensure the smooth after-sales service.
4. Complaint handling: accept customers' complaints about product quality and service, respond and solve problems in time, and maintain customer satisfaction.
5. Maintenance: Responsible for after-sales maintenance of products, including installation, debugging, instructions and after-sales maintenance.
6. Technical support and training: provide customers with technical support and training in product use to ensure that customers can use products correctly.
Matters needing attention in after-sales task service
1, customer communication: communicate effectively with customers, listen to customers' needs and questions, patiently answer questions and provide professional suggestions and solutions.
2. Service attitude: maintain a friendly, respectful and patient service attitude, and remain calm and professional even in the face of dissatisfied or complaining customers.
3. Response speed: Respond to customers' service requests quickly, solve problems in time, and avoid customer dissatisfaction caused by delay.
4. Technical ability: Ensure that service personnel have sufficient technical knowledge and skills to solve technical problems efficiently.
5. Spare parts preparation: ensure that there are enough spare parts in stock for quick replacement or maintenance when necessary.
6. Service record: record all information in the service process in detail, including customer information, service content, materials used, etc. , used for tracking and auditing.