售后服务英文版ppt.pptVIP

 Engineers receive service task engineers receive service task （一）Task of receiving the site service （二）Analysis of user information （三）To contact with the user. （一） Firstly we must identify and ensure that user information is accurate. User information include:users’ name, address, telephone number ，product type, purchase date, failure phenomena, users’ requirements and so on. If the information is not detailed, such as the address is unknown, the phone number is wrong, no model number, no purchase date, the symptoms is unknown. Then ask the member with the dispatching or scheduling information to verify. If you can not verify the information, then ask the user to verify directly. （二） (1) The failure phenomenon based on the user analysis. The information may reflect the cause of the malfunction（故障）, maintenance（维修） measures and the necessary spare parts（备件）。 (2) According to the user address, the permit time to visit his home and if the engineer is free, then analysis if the engineer can go on time. (3) Analyze if this malfunction can be repaired. (4) Analyze the malfunction can repair in user’s home. （三） After identify and find out solutions, the engineer should phone the user, make sure when to go to his home, what is the address, product model, purchase date, failure phenomena and so on. （三） (1) If the distance is far way from the user’s home, and can not guarantee the reaching time, apology to the customer, explain it and change the time (2) If the client address, product model or malfunction symptoms is incorrect, we should reconfirm, according to the confirmed address, model or symptoms onsite service. (3) If no one answers the phone, then the service engineer should dial the number in another time； If the user angry, then you must listen to the user complain about the things patiently. If the engineer always can’t contact with the user, then go to his home directly. What’s worse, if the user isn’t at home, leave a message to the user contai