Perfect customer feedback system
1. Customer opinion message column on NEP website (for details, please visit http://www.gdnep.com.cn);
2. NEP customer feedback mailbox (salesasst@gdnep.com.cn);
3. NEP after-sales 24-hour service hotline and mobile phone (+86 769-81125769) After-sales service department
13652581047 Mr. Ma
High-efficiency and quick-response service team
1. The after-sales service personnel are all senior professional and technical personnel of NEP, who have passed the formal training of the company and can only work alone after passing the examination.
2. The after-sales service department is equipped with special service vehicles to maximize the speed of after-sales personnel.
3. After the after-sales department receives the equipment failure notification, if the equipment does not work normally, it will reply within half an hour in the Pearl River Delta, and dispatch personnel to the scene to solve the problem within 3 hours; reply within half an hour outside the Pearl River Delta , And then dispatch after-sales personnel to the scene to solve the problem within 24 hours according to the specific situation. (If the start-up fails to produce normally, after-sales personnel communicate with the customer and rush to the site within the time required by the customer).
4. The company's after-sales personnel are on standby 24 hours a day, regardless of Saturday, Sunday and holidays.
A sound after-sales equipment on-site technical commissioning guidance program
1. After the equipment arrives at your company, our company arranges engineering and technical personnel to install and debug.
2. Our company arranges after-sales technical personnel to be stationed in the customer company for one week, responsible for training and technical guidance (the time can be extended according to the customer's appropriate requirements).
4. Our company's after-sales technicians are responsible for comprehensive training. Your company's operators and technicians will provide wholehearted services and no reservations about the installation and operation of our company's equipment.
After-sales customer return visits and service file management
1. Our marketing or after-sales personnel will call back to customers once a week to understand the operation and usage of the machine.
2. Regardless of new and old customers, our company will arrange after-sales personnel or market sales personnel to inspect the machine once a month in order to find out the problems in the machine operation and personnel operation in time, and solve the problems in time.
3. Establish complete customer after-sales service files to record the detailed content of each return visit for reference and research by the Engineering Department.
4. If the customer needs it, the service file can be backed up for the customer's reference.
After-sales service system and customer complaint handling
1. After-sales personnel obey Tongyi's command and arrangement during the service period of the client company.
2. After-sales personnel must abide by all aspects of the management system and various rules and regulations of the client company.
3. The after-sales personnel should fill in the after-sales report during the stay in the factory, and ask the customer's relevant technical personnel to sign and confirm it and send it back to our company.
4. According to the actual situation of the complaint, the customer can decide whether the complained after-sales personnel will continue to stay in the factory for service, and can propose to replace other after-sales personnel.
5. Our company has a dedicated customer complaint line (0769-81125769).