07 China's lighting industry after-sales service survey report (2)
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All 22 companies have established rules and regulations for after-sales service. Among them, 21 companies have selected corporate documents, and only Shanghai Luyuan is a unified regular training method. There are three companies with multiple choices. Jiamei has chosen three forms: corporate documents, verbal communication, and newspapers. Dafeng has chosen corporate documents and newspapers, and Tianlang has chosen both corporate documents and verbal communication.
Comment: After-sales service rules and regulations are the yardstick and behavior basis for enterprises to serve customers. They are more serious, standardized and more binding in the form of enterprise documents. Of course, in addition to corporate documents, other methods can be used to strengthen supplements. Depending on the positioning of the company's services.
The contents of the after-sales service rules and regulations: There are 17 companies that choose “Quality and Technical Service Specificationâ€; 14 select “Product Delivery Service Specificationsâ€; 14 select “Service Professionals Practice Standardsâ€, and 19 select “Product Return Service Specifications†"There are 9 companies that choose "Installation and Maintenance Service Specifications"; 20 have selected "Complaint Handling Service Specifications"; 13 have selected "Customer Tracking Service Specifications."
Comment: According to the standard of after-sales service system, the company's after-sales rules and regulations should all contain the above seven items, but the survey shows that only the after-sales service rules and regulations of Langeng, Sanxiong, Aurora, Dafeng and Tianji All of the above 7 items are included, accounting for 32%. As the saying goes: "Without rules, why is it a square?", companies with imperfect rules and regulations, what should they say about their commitment, strategy and goals for doing a good job? It!
In the “Self-evaluation of the performance of the after-sales service systemâ€, there are 7 choices “very goodâ€; 13 choices are “betterâ€; there are 2 choices “to be improvedâ€.
Comment: From the results of this survey, we have seen the modest and honest side of the company. It is commendable that two companies dare to choose the “to be improved†item. However, only seven companies dare to choose “very goodâ€, indicating that there is still room for improvement in the implementation of the after-sales service system.
Among the above 22 companies, their after-sales service rules and regulations have specific operational procedures. In the implementation process, the after-sales service personnel of 21 enterprises basically operate in strict accordance with the after-sales service process.
All 22 companies informed the dealers of the after-sales service process, but the methods were different. Six of them were communicated to the dealers through the “Intra-corporate magazineâ€; 13 were communicated by “faxâ€; 11 were communicated by telephone; There are 9 “emails†to communicate; 3 are communicated through the “Website Announcementâ€; 15 are to inform the dealers through the “personnel communication†process; in addition, 3 companies inform the dealers in the form of corporate documents.
Comment: The results of the spot check reflect that 100% of the companies indicated that their after-sales service rules and regulations have specific operational procedures, and they also inform the dealers of these after-sales processes. However, only three companies communicated in the form of corporate documents, the proportion is seriously low, the service process should be very rigorous, and has a very strong reference for specific operations. Therefore, it is recommended that enterprises use enterprise documents as well, and other methods can be used as effective supplements. .
Among the “whether an after-sales service supervision organization has been established within the companyâ€, 18 of them have “establishedâ€; in the “whether the person in charge of the after-sales service organization is a full-time staff member, 13 of them choose “full-timeâ€; 19 companies indicated that they will regularly revise various after-sales service systems to suit the development of the company.
After-sales service needs to sink
In the “Do you set up a special after-sales service organization?â€, 18 of them chose “establishedâ€, accounting for 82% of the total number of random inspections, 15 of which listed the organization as one of the most important departments of the company, accounting for “the most important departmentâ€. 83% of the total number of companies have been established. In the “personnel allocation of after-sales service organizationâ€, there are 13 full-time personnel in the 1-10-person segment, 3 in the 20-30 segment, and 2 in the 100-person segment, which are the three males. Aurora and Sidon are 100 and 110 people respectively.
There are 17 companies that have given professional training to after-sales service personnel, accounting for 77% of the total number of random inspections.
Comment: According to the survey results of this project, 15 companies listed the after-sales service organization as the most important department of the enterprise. This shows that with the continuous maturity of the industry, enterprises pay more and more attention to after-sales service. However, four companies have not set up a special after-sales service organization, and three companies have not listed after-sales service agencies as important departments. This indicates that the lighting industry still has a lot of room for improvement in after-sales service.
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