Haier Group’s after-sales service process [detailed explanation]
Introduction: As we all know, Haier Group is an old brand for many years and has always established a good reputation. No matter the quality or sales volume, Haier’s products have always been far ahead in the electrical appliance business. Of course, Haier Group’s after-sales service is also quite excellent, which is also a puzzled place for other enterprises. The following small series will introduce the process of Haier Group’s after-sales service.
Haier group after-sales service process
Step 1: Accept the customer’s door-to-door service. When receiving the customer’s notification of the door-to-door service task, you should first check the user information to ensure its accuracy, including home address, customer’s name, contact information, date and model of purchase, product failure status and so on. If the contact information is wrong, the home address is not clear, and the product model is not purchased, the information officer should first investigate and verify it again. If the information officer cannot verify the accurate information, he can contact the customer for verification.
Step 2: Analyze according to the information provided by users. According to the information provided by users, analyze the possibility of failure and the spare parts needed for necessary maintenance. The repairman should judge whether the fault can be repaired, whether it should be repaired in the user’s home or in the company. At the same time, the repairman should arrange the time reasonably according to his own situation. If he fails to arrive within the agreed time with the customer, he should apologize to the customer and explain the reason for being late. (How many companies can do it, such a service attitude. )
Step 3: Contact the user. After the repairman finds the maintenance method, he will contact the user in time and confirm the on-site maintenance time according to the customer and his own time.
Step 4: On-site service. At the appointed time, the maintenance engineer should prepare all kinds of tools and accessories for maintenance as needed, and try to arrive about 10 minutes in advance at the appointed time. Then knock on the door, say hello to the customer before entering the door, and then show your employment certificate.
Step 5: Start maintenance. Maintainers should listen to users’ opinions patiently in order to meet users’ requirements. Then the repairman should quickly diagnose the cause of the fault and show the relevant charging standards.
Step 6: The maintenance is completed. After the repair, the repairman should ask whether the user is satisfied with the repair and give the company a small gift.
Step 7: The user pays a return visit. After the door-to-door service of the repairman, there will be a customer service call to the user for communication and return visit, asking if he has received quality service. If the user is not satisfied, the service will continue to be tracked until the user is satisfied.
How many years does Haier refrigerator guarantee?
1. The whole machine is guaranteed for free for 1 year;
2. The main parts (including compressor, evaporator, condenser, solenoid valve, main control board, box, door, temperature controller, filter, capillary tube, fan motor, defrosting heater, ice maker assembly and timer) are guaranteed for 3 years free of charge;
3, the following circumstances, do not belong to the scope of free service, but can be implemented for repair, lifelong service:
[a] Cannot produce warranty certificate and invoice ‘
[b] Alteration of invoices;
[c] Damage caused by unexpected factors and improper use;
[d] Repair the damage caused by ourselves without our company’s permission;
[e] After the expiration of the three-guarantee period, it can still be used after being repaired;
4. The validity period of the three guarantees is calculated from the date of invoicing, deducting the time occupied by repair and no spare parts to be repaired; Within the validity period of the Three Guarantees, the consumer shall repair, return or exchange the goods with the invoice and the Three Guarantees certificate;
5. If the product fails in performance within 7 days from the date of sale, consumers can choose to return, exchange or repair it;
6. If the product fails in performance within 15 days from the date of sale, consumers can choose to exchange or repair it;
7. "Performance failure" means that the product does not meet the safety and hygiene requirements, and there is unreasonable danger that endangers personal and property safety; Or does not have the use performance that the product should have; Or does not meet the express quality conditions.
How many years does Haier inverter air conditioner guarantee?
Machines purchased before December 30, 2007 are guaranteed for 3 years for the whole machine and 6 years for the compressor.
The air conditioner purchased from December 31, 2007 to November 30, 2009 shall be guaranteed for 6 years, including the compressor and parts.
From December 1st, 2009, the domestic air conditioners purchased in Jinan, Qingdao, Jining, Yantai, Wuhan, Hefei and Chongqing are guaranteed for 10 years, including compressors and parts.
Haier household fluorine-free air conditioner purchased from January 1st, 2010 is guaranteed for 10 years, including compressor and parts.
Summary: The above is the Haier after-sales problem introduced by Xiaobian. It is simple to say, but I believe everyone knows how hard it is to do it. Other companies also know, but they just can’t do the after-sales service like Haier Group. I hope that Xiaobian’s article can help everyone.