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    • 一、日常服务流程
      1、安装预约

      客户拨打我司400电话或联系当地经销商预约滤芯安装,更换服务。将收取相应安装服务费。
      2、上门安装
      确认好安装时间后,安装人员将按照约定的时间,准时上门为顾客进行安装。
      3、建立档案
      为顾客安装后,我们会建立顾客档案。以便我们以后依据顾客档案信息对顾客提供相关服务。
      4、电话回访
      在安装工程师为顾客安装好后,我们将对顾客进行回访。如果用户有不满意地方,我们会及时为顾客解决。
      5、使用问题

      客户拨打我司400电话或联系当地经销商反馈使用问题,客服将耐心与客户沟通,确认是产品问题还是使用问题、安装问题。不能电话沟通处理,可快递到我司,我司售后人员将进行测试分析。如是我司产品问题,我司免费维修或换新。并寄给客户。

      二、顾客投诉处理流程
      顾客投诉处理过程分为受理、处理、回访三个阶段。由客服人员负责投诉受理、电话回访工作,维修工程师
      负责故障处理工作。
      1、受理投诉
      受理投诉工作主要由客服人员负责。在受理顾客投诉过程中要求客服人员做到以下几点:
      ①积极响应:我们的客服人员会用积极的心态响应顾客投诉。
      ②认真记录:接到投诉时,客服人员会认真将顾客反应情况作好电话记录。
      ③转交维修工程师:对于一些客服人员不能解决的问题,客服人员会作好记录后,迅速转交维修工程师处理。
      2、处理投诉
      处理投诉工作一般由维修工程师负责。
      ①分析原因:在收到客服人员转交相关记录后,维修工程师将对顾客反映的问题进行具体分析。
      ②联系顾客:维修工程师针对顾客投诉问题作具体分析后,会马上电话联系顾客以确认并解决问题。
      ③上门维修
      3、客服回访
      投诉受理工作人员会在顾客投诉问题处理完成后,对顾客进行电话回访,了解顾客对我们的处理结果/服务是否满意。

      由于部份地区暂不提供安装和维护服务,我司要指导客户安装或维护。

      Daily service flow
      1, the installation of an appointment
      Customers call me 400 telephone or contact the local distributor for the installation of the filter, replacement service. Will charge the appropriate installation services.
      2, the door installation
      Confirm the installation time, the installation staff will be in accordance with the agreed time, on time for the customer to install the door.
      3, the establishment of Archives
      After installing the customer, we will set up the customer file. So that we can provide relevant service to the customer based on the customer's file information.
      4, telephone return visit
      After installing the Engineer for the customer, we will pay a return visit to the customer. If the user is not satisfied with the place, we will promptly for the customer to solve.
      5, the use of the problem
      Customers call me 400 phone or contact the local dealer feedback using the problem, customer service will be patient and customer communication, confirm that the product is still the use of product problems, installation problems. Can not handle telephone communication, can express to our company, I Division after sales staff will be tested and analyzed. If our products, our company free repair or replacement. And sent to the customer.
      Two, customer complaints handling process
      Customer complaints handling process is divided into three stages: acceptance, processing and return visit. By the customer service personnel responsible for complaint handling, telephone follow-up work, maintenance engineer
      Responsible for trouble shooting.
      1, the admissibility of complaints
      Complaints received by the customer service staff is responsible for. In the process of accepting customer complaints, customer service staff to do the following:
      Positive response: our customer service staff will use a positive attitude to respond to customer complaints.
      Serious record: when receiving a complaint, the customer service staff will be careful to make a telephone record of the customer response.
      Referred to the maintenance engineer: for some customer service personnel can not solve the problem, the customer service staff will make a record, quickly transferred to the maintenance engineer.
      2, deal with complaints
      Handling complaints is generally responsible for the maintenance engineer.
      Analysis reasons: after receiving the customer service personnel to the relevant records, maintenance engineers will reflect the customer specific analysis of the problem.
      Contact the customer: Customer Service Engineer for customer complaints for specific analysis, will immediately call the customer to confirm and solve the problem.
      Door to door service
      3, customer service return visit
      Complaints handling staff will be in the customer complaints after the completion of the problem, the customer calls a return visit, to understand the customer's processing of our results / service is satisfied.
      As part of the region does not provide installation and maintenance services, we need to guide customers to install or maintain.

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