A comprehensive guide to product after-sales service certification

Release Date:

2020-08-27 16:39

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A comprehensive guide to product after-sales service certification

Guided Attention

What is Service Certification

Certification is a fundamental system under the market economy conditions to strengthen quality management and improve market transaction rates. It is conducted by third-party certification bodies with professional capabilities approved by the National Certification and Accreditation Administration, through institutional evaluation, to prove the extent to which their service quality, management performance, human resources, etc., meet relevant standards and technical specifications.

 In China, certification is divided into three categories: "product, service, and management system" certifications. Among them, "3C" and "Green Food" belong to product certification; "ISO9001 Quality Management System" and "ISO14001 Environmental Management System" belong to management system certification. Another category is service certification. Product after-sales service certification belongs to the service certification category, which uses the "Product After-Sales Service Evaluation System" standard (GB/T27922-2011) to audit the service capabilities of enterprises and evaluate service levels. Before discussing product after-sales service, let's first introduce what service certification is.

The Role of Service Certification

Service certification is a new type of certification system based on customer perception, focusing on the degree to which organizational quality management and service characteristics are met. It is an important part of the national certification system. Its essential attribute is "transmitting trust and serving development," which can be vividly described as a "health check certificate" for quality management, a "letter of credit" for the market economy, and a "passport" for international trade.

Service certification plays a positive role in improving the quality level of service supply, enhancing international competitiveness, and meeting the growing needs of people for a better life in the new era.

The Significance of Service Certification for Enterprises

1. Service certification is the result of certification implemented by third-party certification bodies with professional capabilities approved by the National Certification and Accreditation Administration, so the service certification certificate has a certain authority. Enterprises that obtain the service certification certificate can prove their service leadership nationwide and across all industries.

2. Through the establishment, implementation, and evaluation process of the service certification system, enterprises can enhance the service awareness and initiative of their personnel, improve the overall service quality level, ultimately increase customer loyalty and satisfaction, and achieve improved economic benefits for the enterprise.

3. The service certification certificate can serve as proof of credibility for bidding, government procurement, and other aspects of large enterprises and public institutions, allowing enterprises to gain a competitive advantage.

4. Certified customers can use the service certification certificate for promotion, eliminating customers' worries, allowing them to buy with confidence and use with peace of mind, transmitting trust through service certification.

Product After-Sales Service Certification Process

(1) The enterprise submits an application to the star brand certification company.

(2) Sign the certification contract and prepare relevant materials.

(3) Review and improve the enterprise's service system documents.

(4) Dispatch auditors to the enterprise site for evaluation and scoring.

(5) Upon passing the review, issue the corresponding star-level service certification certificate.

Value of Product After-Sales Service System Certification

(1) Authoritative certification: Enterprises that pass the certification prove their service leadership nationwide and across all industries.

(2) Important reference and qualification requirements for bidding and government procurement activities of large enterprises and public institutions.

(3) Consumer recognition: Certified enterprises can mark the "After-Sales Service Certification" star logo on products and packaging, which is persuasive and verifiable, allowing consumers to purchase with confidence.

(4) Enterprise service compliance: Certified enterprises' service capabilities meet national standards, strengthening service management levels and service capabilities.

(5) Continuous service improvement: Improve the service system, establish a good after-sales service reputation, continuously improve service quality, and enhance sustained profits in the service profit chain.

Distinctive Features of Product After-Sales Service Certification

1. Based on the national standard "Product After-Sales Service Evaluation System," it sets requirements for service key points and evaluation indicators across different industries. The "evaluation system" refers to this standard being a "system model" for evaluating after-sales service.

2. The certification evaluation covers enterprise service management, service resource allocation, personnel requirements, and specific execution links. It includes evaluations of both the enterprise headquarters and service outlets.

3. Includes covert visits and customer experience evaluations of services.

4. The "Product After-Sales Service Evaluation System" standard is an evaluative standard. The certification result proves that the enterprise has implemented after-sales service according to the standard and reached a certain level (star rating). It is a scoring-based certification, measuring service capability by evaluation scores.

Achieving 70 points (including 70) or above qualifies as standard-level after-sales service;
Achieving 80 points (including 80) or above qualifies as three-star after-sales service;
Achieving 90 points (including 90) or above qualifies as four-star after-sales service;
Achieving 95 points (including 95) or above qualifies as five-star after-sales service.

5. Combines training and allocation requirements for after-sales service professionals (after-sales service managers), enabling certified enterprises to standardize and professionalize from resources to personnel.

These five aspects are the significant differences of product after-sales service certification compared to other certifications. Moreover, the related technical standards and specifications are original, lacking precedents internationally and within ISO organizations, pioneering a new field of service certification.

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