quantong stock considers customers their parents who provide its revenue. it is committed to catering for the demand of customers and ensuring their satisfaction throughout the business management. it established the service concept of "providing whole-hearted services all the way", offering super-value presale, in sale and after sale services.
i. service content
presale：了understand the demand and desire of customers. offer the complete solutions through collecting market survey information and analyzing production positioning. ensure customers' request and desire can be fully satisfied in the products and services provided by quantong.
in sale：meet the customers' demand and desire. thought technical communication, contract review, business negotiations, signing contract, following up production, logistics distribution, products inspection and acceptance, on-field technical services, ensure that customers' demand and desire can be fully satisfied in the products and services provided by quantong.
after sale：do more than customers' demand and desire. through meeting with quality commitment, establishing customers' files, tracking return visits, soliciting opinions, dealing with problems and giving feedbacks, investigating customers' satisfaction and constantly making improvement, ensure that customers feel the valuable services while they use quantong's products.
ii. service network
in respect of organizational structure,the general sales company established the customer service center. the manufacturing enterprises established customer service branch centers, which are first-level organizations providing customer services and responsible for organizing, coordinating, supervising and checking customer service works. provincial-level sales companies established customer service stations, which are second-level organizations providing customer services and responsible for organizing, coordinating, implementing and carrying out customer service works in assigned areas. prefectural-level and some of county-level sales organizations established customer service stations, which are responsible for providing good customer services by coordinating with the customer service center of the group. thus the three-level customer service network system throughout the country has taken shape.
in respect of coordination,，the relevant centers of the stock company and relevant departments of manufacturing enterprises work together to give support to issues that are part of the customer service chain. the technical center and quality center of the stock company, cable industry management general company, and manufacturing enterprises established a customer service engineering team, which comprises engineering technical personnel in respect of technology, quality and production of the products. they are responsible for providing services to customers in technology, quality and production of the products.
in respect of information communication,the stock company has established three information interact platforms. firstly, it established a customer service hotline in the third-level customer service network of the stock company, through which 24 hours online call answering has been made possible. secondly, it established the customer return visit system. the president of the stock company shall visit big customers once every year. vice sales president of the stock company and general manager of the general sales company shall visit big customers once every quarter. sales personnel shall visit all customers once every month. thirdly, it established the sales information system and the oa office automation system, realizing information feedback between customers and the stock company, customers and sales service organizations of the stock company, sales service organization of the stock company and the stock company.
iii. service requirements
it considers "customer satisfaction" as the target of customer service. it ensures functions of third-level customer service organizations and defines responsibility and authority of third-level customer service organizations. it formulates work flow and assessment criteria for works of customer services, giving birth to the customer service management system of "implementation, organization and coordination, inspection and assessment" and the customer service operation system of "formulating solutions, carrying out solutions, customer satisfaction inspection, and constant improvement". through the information interact platform, it ensures linkage among three-level customer service works, and coordination from top to bottom, thus realizing customer satisfaction.
iv. quality assurance
iv. quality assurance
v. service commitment
1、it will carry out presale market survey and analysis, communicate with customers, act as a good adviser for customers, provide technical solutions for customers, and ensure that the products of quantong fully satisfy customers' demand.
2、it will answer all kinds of questions of customers swiftly, actually, patiently and euphemistically.
3、it will provide technical guidance and on-field support to customers at their requests, in respect of installment, debugging, and usage free of charge, and provide training services to installment, debugging and usage personnel of customers free of charge.
4、on condition that the product has been properly installed and used, the company will provide three guarantees to product quality for a period of one year commencing from the date on which the product of the company is installed and operated.
5、during the “three guarantees” period, if the product has a quality problem, it can be repaired, replaced and refunded without preconditions.
6、when the three guarantees period expires, it will offer customers with maintenance services free of charge.
7、on receiving feedback from customers, it will respond to the feedback within one hour. for normal issues, it will handle them to the satisfaction of customers within one working day. for severe issues, it will handle them on the scene within 24 hours.
8、it will offer life-time services for products provided by it. by giving return visits and tracking customers, it will know about and timely solve problems might arising from the usage of products by customers.
vi. usage report
for more than 20 years, quantong's wires and cable, with its excellent performance, superior quality, reasonable prices and attentive services, have won the market and customers' admiration. it has never been complained of a quality issue during quality inspections at levels of state, province and city. it has complied with quality requirements provided by the law and regulations and won praises from customers unanimously.
quan下ong cable shares co.,ltd.