After-sales service system: Adhering to three principles to help enterprises improve

Release Date:

2020-09-11 15:32

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After-sales service system: Adhering to three principles to help enterprises improve

Guiding Attention

With rapid economic development, words like complaints and after-sales service have increasingly appeared in people's view. The rapid economic growth has made consumers' expectations no longer limited to price; they now have high demands for quality.

The same applies to enterprises from another perspective. How can companies make customers and consumers trust the quality of their products? How can consumers purchase with peace of mind and consume with confidence? At this time, product after-sales service certification becomes particularly important.

As the saying goes, "A gentleman does not stand under a dangerous wall." Only by establishing a complete and mature after-sales service system and adhering to the system principles can enterprises avoid being put in a dilemma when facing customer complaints for various reasons.

According to the "Regulations of the People's Republic of China on Certification and Accreditation":

China's certifications are divided into three categories: product, service, and management system certifications. Among them, certifications like "3C" and "Green Food" belong to product certification; "ISO9001 Quality Management System" and "ISO14001 Environmental Management System" belong to management system certification. These two categories are commonly used in public bidding by enterprises and institutions, and companies frequently participating in bidding should be familiar with them.
There is also a type of service certification that often appears in bidding, which belongs to the service certification category. Product After-Sales Service Certification This certification uses the "Product After-Sales Service Evaluation System" standard (GB/T27922-2011) to audit the service capabilities of enterprises and evaluate service levels. It is China's first service-type certification and carries high credibility.

How to View the Development Trend of After-Sales Service Certification

1. The state encourages enterprises to regard after-sales service as an important way to expand the market improve competitiveness, enhance service functions, improve service networks, raise service quality, and perfect service systems.

2. After the pilot certification work ends, the state will vigorously promote it.

Under the guidance of the Ministry of Commerce and the Certification and Accreditation Administration, cooperating organizations have completed pilot work in more than twenty industries including automobiles, home appliances, construction machinery, clothing, furniture, home decoration, factories, shopping malls, jewelry, electrical, aerospace, and aviation. Relevant national departments are formulating policies to vigorously promote product after-sales service certification.

3. More and more industries accept it in bidding.

So far, more than ten industries such as construction machinery, sanitation machinery, group purchase clothing, home decoration, and teaching instruments have made passing after-sales service certification a necessary condition in bidding.

4. Enterprises are paying more and more attention to after-sales service.

More and more enterprises realize that after-sales service is the last trump card in market competition. Large enterprises such as Haier, Midea, Xiamen Airlines, Zoomlion, Delixi, Caishikou Department Store, Mengjinyuan, Hongdou, Yadea, and Aima have established complete after-sales service systems. After passing after-sales service certification, they have played a good leading role. Increasingly more enterprises value after-sales service and actively seek certification.

Three Principles of After-Sales Service System

1. Establish the concept of customer first.

2. Take laws, regulations, and relevant provisions as guidelines and base on facts.

3. Firmly safeguard the overall image of the enterprise.

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