What do the "five-star" product after-sales service certifications evaluate?

With economic development and improved living standards, people's demands for service quality are increasing, and customer satisfaction with merchant services has gradually become an important basis for choosing consumption. Therefore, more and more enterprises and merchants regard improving service quality as an important part of their strategic development, establishing high-level service systems to create quality services for customers.

Carrying out product after-sales service certification is a good way for enterprises to establish a high-level service system! Certification evaluation is the process of quantifying the enterprise's after-sales service system, product service, and customer service using the "Product After-Sales Service Evaluation System" GB/T27922-2011 standard, while also conducting customer perception assessments of the enterprise's service clients to verify the level of after-sales service, with the highest rating being five stars.

The "Product After-Sales Service Evaluation System" involves dozens of evaluation items. Today, taking the example of a company in Hunan engaged in medical purification systems and medical device sales obtaining product after-sales service certification, the main aspects that inspectors evaluate on-site service include:

01

Enterprise service policy

Evaluate whether there is a clear service policy. The company's service policy is: "Customer-centered, equal emphasis on service and marketing, serving customers nearby, full staff participation in service, efficient and fast service." As the guiding philosophy for after-sales service work, check whether employees are trained and daily work requirements are set, and whether employees understand and consciously implement it.

02

After-sales service system structure and personnel allocation

Evaluate whether a system structure has been established. The company's organizational structure includes a general manager and management representatives, with departments such as the business department, purchasing department, finance department, technical quality department, and after-sales service department. The after-sales service department's responsibilities include handling customer complaints, returns and exchanges, customer satisfaction surveys, etc. Positions such as department managers, various levels of management personnel, and operational staff have been set up. Does the department setup and function allocation meet the requirements for the operation of the service system?

Evaluate whether there is clear personnel allocation. According to industry characteristics, the company has configured after-sales service technicians who meet job requirements and have corresponding qualifications, including decorators, maintenance electricians, welders, sheet metal repair workers, refrigeration equipment maintenance workers, after-sales service managers, internal auditors, etc. Are after-sales service managers assigned according to service management personnel requirements to manage after-sales service work and guide after-sales service activities?

03

Supervision and improvement mechanism status

Evaluate whether there is a clear supervision and improvement mechanism. The company has established a service supervision body, responsible by the management representative and one full-time after-sales service manager, to supervise the operation of the company's after-sales service system.

Is the evaluation mechanism operating normally? The company promotes service quality improvement through effective supervision and rewards, continuously correcting various service objectives, and through after-sales service target assessments, service personnel performance checks, internal audits, and external customer satisfaction surveys, meeting the evaluation system requirements.

04

Meeting service commitments

Evaluate whether service commitments are met. The packaging of the products sold by the company is intact and safe, convenient for transportation or carrying; the promised delivery range and delivery time to customers can basically be fulfilled on time. The after-sales service department has assigned dedicated personnel to handle customer feedback, complaints, and reception services.

Evaluate other service commitment situations. The company can provide customers with product and project warranty requirements according to national laws and regulations and customer agreements. The contract stipulates relevant provisions on "product returns and exchanges"; service personnel generally pay attention to personal appearance and image, effectively implement after-sales service procedures and service standards, provide after-sales service promptly, and truthfully provide customers with "delivery notes" and other records; regularly inspect maintenance facilities, equipment, and tools to ensure normal service operation.

05

Product quality assurance status

Evaluate product quality assurance status. The quality of products sold and construction projects meets the requirements of relevant national laws, regulations, and quality standards. The enterprise's clearly stated warranty period to customers basically complies with national relevant regulations. The company has handled repairs or returns and exchanges for products or equipment installation processes with quality issues according to national regulations.

Evaluate product return and exchange situation. For returns and exchanges (not caused by enterprise product quality or service issues) involving charges, the company has informed customers in advance. Customers have confirmed and met the requirements.

Evaluate product compensation system. The company has established relevant documents and implements the advance compensation system according to national regulations. No recalls or similar services have occurred in the past year.

06

Customer service and handling status

Evaluate customer service status. The company has established customer feedback channels such as appointments, consultations, return requests, and complaints, set up customer service hotlines or 24-hour service times, and clearly stated the acceptance times.

Evaluate response to complaints and other emergencies. The company's after-sales service department records customer complaints and establishes complete complaint files. Can it promptly feedback and handle customer complaints and effectively resolve them? Is it equipped with after-sales service mediators as required, capable of timely handling emergencies and remedial measures for service errors?

The "Product After-Sales Service Evaluation System" standard covers all aspects of after-sales service. Ultimately, BCC's inspection team strictly evaluated according to the standard, and after assessment, the company received a comprehensive score of 95.5 points and was rated five stars.

The reason service certification is favored by enterprises is twofold. First, many large enterprises have established complete after-sales service systems and have achieved good economic benefits after service certification. Second, in many project bidding activities, whether service certification has been obtained is regarded as a necessary condition and becomes the decisive factor for winning. Therefore, more and more enterprises realize that after-sales service is the last trump card in market competition!