after sales service is the most important part of after-sales. after sales service has become an important factor for enterprises to maintain or expand their market share. the quality of after-sales service can affect the satisfaction of consumers. at the time of purchase, the relevant provisions such as warranty and after-sales service of goods can help customers get rid of doubts and vacillations and make up their minds to purchase goods. high quality after-sales service can be regarded as the product of brand economy. in the society of fierce market competition, with the improvement of consumers' awareness of rights protection and the change of consumption concept, consumers are no longer only concerned about the products themselves. under the condition that the quality and performance of similar products are similar, they are more willing to choose these companies with high-quality after-sales service.
objectively speaking, high-quality after-sales service is the product of brand economy, and the after-sales service of famous brand products is often better than that of non brand products. the price of famous brand products is generally higher than that of miscellaneous brands. on the one hand, it is based on the product cost and quality, and on the other hand, the after-sales service cost has been taken into account in the sales strategy of famous brand products.
after sales service certification has brought benefits to enterprises. through the establishment, implementation and evaluation of the service certification system, the service awareness and initiative of enterprise personnel can be enhanced, and the service quality level of enterprises can be improved as a whole, so as to ultimately enhance customer loyalty and satisfaction, and realize the improvement of enterprise economic benefits. after sales service evaluation refers to the judgment of commodities in a certain range, including specifications, resources, quantity, time, system, characteristics, process, activities and effects. the evaluation of after-sales service must be based on the requirements of the whole pre-sales and after-sales service system, the authenticity publicity of product characteristics and basic information before sales, and the after-sales commitment and service to customers. service star certification is never just a simple oral after-sales service commitment, but the facilities established in 4s stores, cooperative online stores, business districts, airports and other places, as well as the personnel and resources configured and improved by enterprises to realize after-sales service; at the same time, it has proved that the enterprise has the leading service in the whole industry, won the recognition of consumers and the market, continuously improved the service, improved the service system, established a good reputation for after-sales service, continuously improved the service quality, and enhanced the continuous income of the service profit chain.
the certification of after-sales service for goods is an evaluation of the evaluation system of after-sales service for goods in accordance with the certification standard gb/t 27922 "evaluation system for after-sales service for goods", including evaluation indicators and evaluation methods. the evaluation indicators focus on the requirements of after-sales service system, commodity service, and customer service.
the product after-sales service certification adopts a scoring system, which is a collection of service element evaluation systems that can objectively and effectively measure the service level of an enterprise. the standard classifies service capabilities into four levels, with 70 points being qualified, 70 (inclusive) to 80 points being up to standard, 80 (inclusive) to 90 points being three stars, 90 (inclusive) to 95 points being four stars, and 95 or more points being five stars.
|
five stars |
four stars |
three stars |
attainment level |
|
>=95points |
90-95points |
80-90points |
70-80points |
all types of production, trade, and service oriented enterprises registered within the territory of the people's republic of china can apply for certification if they simultaneously meet the following relevant conditions:
(1) having complete after-sales service system documents and corresponding systems;
(2) have a dedicated person responsible for the after-sales service work system;
(3) special funds for after-sales service are provided;
(4) no major mistakes in after-sales service;
(5) the enterprise has formally trained after-sales service managers and service teams.
○ gb/t 27922 "evaluation system for after sales service of goods"
star certification is an honor
after obtaining after-sales service certification, an enterprise is granted the right to use the star logo for products, product packaging, advertising, and advertising materials to demonstrate that its service capabilities meet the national standard of the people's republic of china, "evaluation system for aftersales service of goods" (gb/t 27922), and reach a certain star level. the higher the star rating, the stronger the after-sales service ability.
after sales service certification of goods has been vigorously promoted by the country
the country is vigorously promoting after-sales service certification for goods. under the guidance of the ministry of commerce and the certification and accreditation administration, pilot work has been completed in more than 20 industries, including automobiles, household appliances, construction machinery, clothing, furniture, home improvement, factories, shopping malls, jewelry, electrical, aerospace, and aviation. after sales service certification will involve more and more industries and bring more benefits to the industry.
strong consumer orientation
by displaying certification certificates, certified enterprises demonstrate to the community that they have independent third-party guarantees for their after-sales service capabilities and levels, making it easier to gain consumer trust, relieving consumers of their worries, and consumers can purchase their products and services with confidence, thereby expanding their market share.
enhance competitive advantage
the certification certificate is the threshold and important qualification certificate for large-scale enterprises and institutions in bidding, government procurement, and other activities. when the same conditions are met, it increases the odds of winning more.
enhance enterprise management capabilities
the implementation of after-sales service certification by enterprises and the strict requirements of national standards can make their after-sales service more standardized, continuously improve the service awareness and service ability of enterprise personnel, handle customer complaints more effectively, promptly remedy errors, and improve customer satisfaction.
够使企业的pg电子旗舰站的售后服务更加规范，可不断提高企业人员的服务意识和服务能力，更加有效地处理顾客投诉，及时补救失误，提高顾客满意度。
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