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Performance Pledges |
In order to continuously improve service levels and quality of service, to meet growing customer demand and increased demand for services, the company established a disciplined, tough, hard-working dedicated, and competent technical service team, to create a comprehensive after-sales service system, Kewei CITIC Group is focusing on "all for the user, for the sake of all users, for the sake of all users of the service concept, focus on customer service work.
(1） after-sales service network construction
Division I after-sales service implementation of piecewise contracting, mutual support, the center of the deployment of "principle, the establishment of a strong after-sales service network, the national market is divided into North, East, South Headquarters Area, each Area set up after-sale Service Manager and a number of service engineers, responsible for user service work. Service Department on the implementation of the unified deployment of each Area, Area of the special circumstances and mutual support. The direct deployment of the international after-sales service by the Headquarters.
(2） quality assurance and service
Our commitment to all products from date of shipment, free of charge year warranty and lifetime warranty. Customers can always call the local customer service hotline or a unified national service hotline 4007000138, at the appointed time, service personnel will be timely site service, and promised to respond to customers within 24 hours.
(3） handling customer complaints
In order to standardize the customer complaint procedures, timely and effective handling of customer complaints, the company developed a management system for customer complaints and customer complaints management procedures. Customer complaints unified management by the service department, customers can directly through the phone as a complaint to the service department. Services Manager, 24 hours a day receiving customer complaints. Service set up by the Ministry of full-time to deal with objections Coordinator classification statistics of the objection, and objection or complaint to pay to the relevant departments, held an emergency meeting to identify solutions, major customer complaints quickly to customer comments and complaints, either orally or in writing explain to the client. Go to deal with arrangements for after-sales service personnel in a timely manner, and informed on the monthly regular meeting of the quality of customer objections and complaints, and to analyze the causes and solutions for organizational improvement.
The person in charge of complaints: Liu complaints Tel: 13823264712 or toggle unified hotline 400-7000-138.
(4） Other
For the failure of the customer complaints, the service department 7 days a week, 24 hours a day, and technical guidance services, troubleshooting guide customers by telephone. Customers will not solve the technical problems and maintenance issues, and relevant personnel will arrive in time to the customer site within 48 hours for processing.
In order to more accurate, truthful and objective understanding of customer requirements and expectations, the company uses a variety of ways for customer satisfaction measurement; to customers more directly and quickly understand the company produces, sells, shipping, transportation, the company has established internal and external information sharing platform, to fully understand customers' views of marketing services. Customer feedback through the company at all levels of analysis and processing, and timely study of countermeasures to meet customer requirements and expectations.
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