Service system
Management system certificate
Quality polily and quality target
Quality policy: Abide by the contract, make customer satisfied;improve the quality and reduce consumption of resources , and build enterprise brand; Innovative, pragmatic, and go beyond self.
Quality objectives: A test product percent of pass is up to 98% above; Customer satisfaction of more than 90%.
In order to maximize the protection of the interests of its clients, the customer rights and interests with the enterprise good unify, and at the same time in order to timely feedback to make corresponding improvement measures, the company developed a set of after-sales service system.
The duties of each department as follows:
The sales department is responsible for the customer satisfaction investigation and collecting customers to rejected product opinion, complaints and other related information feedback, and records, transmission, a written reply to customer.
Quality inspection department shall be responsible for customer complaint cause analysis, provide the unqualified products processing opinion and corrective and preventive measures to the company internal related department, and measures effectiveness tracking; Responsible for customer complaint safety caused by the recall program evaluation.
Various departments responsible for customer complaint involved in this department responsibility matters processing.
Rules are as follows:
Products in sales, sales should be honest to provide delivery process in various facilities, provide all kinds of documents, contact transportation, entrust check unit and so on.
After they leave the product to use process, the salesman through the telephone return visit, E-mail and other forms at any time stay in touch with clients, and collect feedback customer's complaints, Suggestions or to the product idea, etc., as far as possible to meet customer and market demand for the product.
Customer feedback to various kinds of information, sales department timely recorded in "the customer information and complaint handling table", the general manager or management representative instruction, submit the related department to solve, or to take corrective action. Corrective action after tracking, sales department shall inform the customer processing results.
On customer feedback information, including complaints effective treatment: sales on customer feedback information shall ensure that 100% processing, and the result of its handling inform customer.
If the customer claims to determine the test is due to the company's reason is caused, the company will all assume responsibility, and give the customer a satisfactory answer.
The information feedback and handling are as follows:
The complaint information collection: general manager, the relevant departments in and customer contact process, all have the obligation to collect customer oral or written information or complaints. For customer oral complaint, the corresponding department should carry on the written record.
Each department's collection of all complaints must be within 24 hours of feedback to the general manager, by its reviews, and the corresponding contents complaints transferred to quality assurance department, organize relevant personnel perform causal analysis. Pertaining to product safety project complaint, the quality inspection department responsible for evaluation of recall, and at the same time, quality inspection department deal with company process management rules for reappraisal.
Quality inspection department organization after the analysis of the causes, determine the complaint events caused by the responsibility department, according to the analysis of the causes for the responsibility department to take immediate corrective and preventive measures. Quality inspection department should be at the same time the implementation of the corrective action result feedback to the sales department, sales department to write the customer complaint written reply of the report.
Quality inspection department within the specified time limit, the responsibility of the department of complaint matters corrective and preventive measures for the implementation of effective tracking.
Customer complaints should be in commonly 3 days after treatment, and the sales department written reply to customer.
Customer satisfaction and customer complaint analysis,improvement: through the above ways collect the customer satisfaction and customer complaint information later, sales each year for management review before, should carry on the summary and analysis, to determine customer complaints are not satisfied and the main project written submissions, to make sure the quality management system corrective and improvement direction, and take corresponding measures.
Contact customer complaints
Consumers can be directly on the company's web site (www.entc.cn) comments or call advisory services telephone (0511-85989300) on-the-job personnel will be the first time to accept and deal with.