售后服务保障方案.docxVIP

售后服务保障方案

目录

一、前言....................................................2

二、服务内容................................................2

2.1响应时间.............................................3

2.2问题解决时限.........................................3

2.3服务流程.............................................4

三、服务质量控制............................................5

3.1服务质量标准.........................................6

3.2服务质量检查.........................................7

3.3服务质量改进.........................................8

四、售后服务团队............................................9

4.1团队组成............................................10

4.2培训与考核..........................................10

4.3激励与惩罚..........................................11

五、售后服务设施...........................................13

5.1服务网点............................................13

5.2服务设备............................................14

5.3信息系统............................................16

六、售后服务政策...........................................17

6.1保修期限............................................18

6.2保修范围............................................18

6.3保修流程............................................19

七、售后服务风险控制.......................................20

7.1风险识别............................................21

7.2风险评估............................................22

7.3风险应对............................................24

八、售后服务合同管理.......................................25

8.1合同签订............................................26

8.2合同履行............................................27

8.3合同变更与终止......................................28

九、售后服务客户关系管理...................................29

9.1客户信息收集........................................30

9.2客户满意度调查......................................31

9.3客户关系维护........................................32

十、售后服务绩效评估.......................................33

10.1绩效评估指标.......................................34

10.2绩效评估方法....................................