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n 服务承诺 n

n

n 在销售之初，我们将有专业的销售工程师耐心与您沟通，了解您的需求，并选择适合您的解决方案。对于您的特殊需求我们接受专门定制。 n

nn 叫修受理 n

nn 公司设立售后服务保障部，由售后服务维修人员和售后联络专员组成，专门受理售后服务叫修。售后服务联络专员再接到客户叫修电话后，将认真倾听客户叫修内容，同时做好详细记录，并及时委派专业维修服务人员同客户电话联系或者安排现场服务。 n

nn 现象分析 n

nn 售后服务联络专员将叫修服务内容纪录并及时向售后服务人员进行汇报落实，分析故障原因，做出解决方案，即时同客户进行沟通答复，在规定的时间内及时解决设备的故障。 n

nn 疑难问题 n

nn 三包期内若遇疑难问题，现场维修服务人员未能即时解决问题时，及时向售服联络专员汇报，并另行安排他人上门解决。n n

nn 服务记录 n

n 维修服务结束后，售服维修人员及时记录服务的所有内容和解决方法并予以总结备案，方便今后类似现象异议的服务，提升服务能力。 n

nn 配件落实 n

nn 通过现象分析，并由专业维修服务人员同客户进行沟通后，诊断原因并确认是否需要更换零件，及时将配件落实，同时跟踪售服人员做好上门前到位准备。 n

nn 增值服务 n

nn 我们已将服务进行了延伸，为客户推荐管理人才；为客户介绍外放和承揽加工业务；为客户介绍或培训数控操作人员；为客户提供疑难夹具解决方案支持......通过协调沟通实现优势互补，让服务创造价值，把客户的利益作为首要考虑是我们服务的宗旨。 n

nn 解决异议 n

nn 售后服务维修专员按照质量三包法规定进行上门维修服务，在三包期内除客户操作原因引起外，实行免费保障服务。售服联络专员随时督促售服人员在与客户约定的时间内及时上门维修服务，并进行跟踪落实直至排除故障。 n

nn n n

nn n

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