NO.1 NIASI Service Concept
A¡¢NIASI Service Idea£º
In order to achieve the goal of specialized, fine, well and long doing, changing the idea,running best service and improving the users satisfactionis the inevitable choice. NIASI has done a lot of effort in after-salesservice in the process of growing up and we summed up the the service concept called "customer is also I" from practical experience as the motto guiding NIASI in the whole after-sales service work.
B¡¢NIASI Service Rules£º
ALL words and deeds are for the reputation of NIASI and every little bit is for the customers' interest.
C¡¢NIASI Service Spirit£º
When the customer is worried, so are we. When the customer is satisfied, so are we. We make every customer feel the concern and love from NIASI. We regard customers' complaint as their trust in us and we take this trust as our glory when we don't let them down.
NO.2 NIASI Service Commitment
Free technical training
Regular following-up service
Quality warranty presented in the contract
One-year over-value service after the quality warranty
24hours service reply
Irregular following-up service through phone or at site.
NO.3 Maintenance Behavior Rules
A¡¢Maintenance staffs' basic quality requirements:loyalty dedication, active learning, law-abiding, helpful, good communication skill,bear hardships and hard working.
B¡¢All the maintenance personnelmust be trained and if he is qualified then honors him a maintenance technology certificate. Going to work with the certificate.
C¡¢When the maintenance personnel doing their service to customers, they should wear the unified clothing with unifiedservice idea and unified service behavior to maintain NIASI 's service image in the market.
1£®unified clothing
Every maintenance personnel should wear the unified clothing and bring their tools to service the customer.
2£® unified service idea
¡ñ service idea £º"Customer is also I"
¡ñ service slogan£º"NIASI service,try our best"
3£® unified service behavior £¬Five things to be well-done when serve the customer£º
First, when arriving at the scene, change the working clothes;
Second, present the customer the maintenance technology certificate or the service card, indicating that you come to serve in representing NIASI and introduce NIASI company service hotline and welcome them to monitor us.
Third£¬using the shortest time to eliminate faults and solve the problems£»
Fourth£¬Offering training to the user in terms of the fault analysis and maintenance and clean up the maintenance scene.£»
Fifth£¬Consult the users' opinions about NIAIS and the service and fill the Maintenance service feedback form according to the standard.
4£®Five DON'T during service
1£© Don't complain to the customer;
2£© Don't ask any requirements such as for free cigarette,wine or entertainment ect.
3£©Don't just stand there instructing or let the customers do the maintenance work;
4£©If it were the quality issue, don't pass the buck to the users. If it were damaged because of improper usage, you should explain to them patiently and offering technical guidance.
5£©Don't do anything breaking the image of NIASI or violate the rules.
NO.4 Going to work with the certificate
All the after-sales service personnel should gain the Maintenance Technology Certificate. Go to work with the certificate.
1¡¢Each year of January the service personnel qualification form will be filled by the district agentor service contractor and submit the hired staffs' relevant materials to the company's humanresources department. The ministry of human resources and service center will have a year-end performance evaluation for all after-sales staffs and award the maintenancetechnology certificate.
2¡¢ The Certificate approved is resent once a year. It is divided into two kinds.One is the official certificate and the other is the temporary certificate. Forservice personnel and company reserved personnel,they should wear the official certificate, while the assignmentservice personnel and new recruits wear a temporary license. Companypersonnel on a business trip, they need to get a temporary card from the servicecenter, and after you come back you should turn it over. Otherwise, you won't have your traveling expenses reimbursed.
3¡¢The certificate should be well-kept.If you get it lost,you should pay 10 yuan to regain it.
4¡¢Without wearing the working license,it is regarded as the same with non wearing working clothes and you shall be punished according to the related rules.
NO.5 Regular following-up Service
In order to put our service ahead , our company decide to present the voluntary after-sales service. That is the regular following-up service. Details are as follows:
1¡¢ For every equipment within one-year warranty period, the after-sales personnel should follow up and pay visit to the users according to the set times.
2¡¢The follow-up numbers are classified according to the equipment type. Three months a time on the stable soil and cement equipment,four times in total and every interval shouldn't be more than four months and no less than two months. Two months a time on the asphalt and powderequipment, six times in total and every interval shouldn't be more than three months and no less than one month.
3¡¢In this period the door-to-door maintenance service is only counted one time,if exceeds it,we also regard it as one time.
4¡¢If there are special circumstances (such as the equipment without using for a long time) that we don't have to pay our follow-up visit, we will note that in the report of regular follow-up visit
5¡¢Every time after visiting, the maintenance personnel should fill the regular follow-up visit report and send it back to the company to be one of the evidence of the after-sales service evaluation.
NO.6 The warranty service in the contract
A¡¢About the warranty service £º
1£®The warranty in the contract means if the product has something wrong because of the design,manufacturing, assembly or material, NIASI will offer the free maintenance service and change the accessories according to the law or standards. If not for the above problems, such as the improper use or using other accessories,we won't offer the warranty service.
2£®The warranty period starts from the day of acceptance. Usually the warranty lasts for one year. If there is another statement about this, then just follow the contract.3£®The equipment without acceptance won't have the quality warranty.
4£®During the warranty period, all the accessories cost are borne by our company, other costs will be borne by the agents or sales contractors.
5£®If you demand for warranty accessories,you should fill the applying list of the after-sales service accessories,report to the market department through fax or other written form. We will ignore your apply if you apply for it orally.
B¡¢Limits of the warranty
1£®We won't accept if it is overdue towards the warranty.
2£®After the machine breaks down£¬the user should protect the initial condition about the failure part and if you disassemble the machine by yourself which leads to the consequence that we cannot identify the failure,NIASI won't pay any cost on the broken accessories and maintenance.
3£®Any machine needs correct usage,operation and maintenance.Users should strictly follow the instruction to maintain machines in order to ensure the normal operation. As for the failure due to lack of oil, water or without grease, for such behaviors without following the instruction to maintain,we won't offer you the warranty.
4£®We won't offer you the warranty service if the failure happens because you don't follow the correct operation written in the instruction.
5£®Without the NIASI's permission and changing the machine or accessories' structure, or changing the technical parameters of the control system which lead to the failure,NIAI will neither accept the maintenance request nor bear any consequences because of that.
6£®Using bad accessories or the accessories used not from NIASI, which leads to the failure,we won't offer the warranty service.
7£®If it were the quality problem, but without the permission of NIASI or without NIASI's authorized service team and maintain by themselves. NIASI won't bear the cost.
8£®If the machine works wrong, users can sense the abnormal but continues to run it,which leads to the failure and we won't offer you the warranty service.
9£®Complimentary accessories at random are out of warranty.
10£®As for the purchased components not made in NIASI, if there is ruled warranty period in the national industrial standard,then just follow the rules.
11£®The following components are out of warranty under normal usage£º
¡ñThe mixer's lining plates and blades
¡ñRubber products of the driving medium,such as£ºBelts, v-belts,cog belt, coupling rubber block, etc.
¡ñFilter cartridge and filter screen in the filter device.
¡ñRandom accessories are out of warranty.
¡ñTransmission medium consumption such as hydraulic oil, brakefluid, lubricating oil, diesel and other transmission dielectric loss are out of warranty.
¡ñGlass damage is out of warranty.
¡ñComponents knock-against,rust and paint-drop during delivery are out of warranty.
¡ñLightbulbs, lamp shade and the fuse will not have the quality assurance.
C¡¢The users' indirect loss during the maintenance
When the machine has the quality issue, it needs some maintenance time. During this period, there is no compensation on the users' indirect loss such as the equipment rent,accommodation and operating loss.
D¡¢If the maintenance personnel offers a door-to-door service. the users has the obligation to offer place,hoisting equipment too;s and other assistant to repair the machine quickly.
E¡¢Damage due to natural disasters, accidents are out of warranty.
F¡¢The power of the interpretation detail maintenance rules belongs to NIASI.
NO.7 One-year value-added service after warranty period
In order to offer a better service, NIASI present a one-year value-added service after warranty period. The users can enjoy the following treatment in a year after the warranty period£º
¡ñ Users can come to NIASI and join the technical training. All the training cost are borne by NIASI except the traffic expenses and accommodation cost.
¡ñIf we have updated the controlling system, NIASI will offer free software update to the users.
¡ñAs for the technical transform to the user, NIASI will only offer support according to cost price.
¡ñ If users purchase the NIASI components valued over8000 yuan and ask for maintenance personnel from NIASI. we will offer maintenance service without any charge.
¡ñ NIASI will pay irregular visit to the users.
The following users are out of such a value-added service£º
¡ñUsers in the warranty period;
¡ñUsers with overdue unpaid payment
NO.8 24hours service reply
For any service request from our customers, the responsible personnel should make a clear reply within 24hours.
The responsible personnel includes£º
1¡¢The front-line maintenance personnel£»
2¡¢Agents of each area£»
3¡¢Sales Department personnel£»
4¡¢Supervisors of every department in the company;
5¡¢Company leaders.
Not for the above personnel, there is no right to accept customers' service request,but the one should reflect such an request to the above personnel as fast as possible.
Settlement Rules£º
1¡¢Done as soon as possible;
2¡¢If it cannot be done immediately, the one should repeal to the relevant department or leaders to gain their support;
3¡¢Offer clear solutions to customers. If it cannot be settled at once, then explain to the customers and present your settling time and win the customers' understanding.
4¡¢In addition to the national legal holiday (10 days),regardless of whether it is day-off or not, we will perform it according to these provisions.
NO.9 Scene training to customers
Our company will offer free scene training to all users who purchase equipment in our company. The training is hosted by the equipment installer.
A¡¢Request on the trainees
1£®Suggest customers to hire operators with experience or with electromechanical background.
2£®During the installation, the operator should get familiar with the equipment, and cooperate with the installer from NIASI closely.
3£®After training, the operator should know the maintenance points and operations of the equipment, getting familiar with the operation procedure and failure judgement.
4£®The operator can not operate it independently until he is qualified and gains the approval of the trainer.
5£®In principle, the scene training should be done before the equipment acceptance. For the new recruit, users should do it by their own training. In special circumstances, customers can apply for the free scene training.
6£®If the customer needs the operation license, the trainer has the obligation to offer help and send the relevant data to the company.
B¡¢Request for the trainer
1¡¢Cannot be emotional and should be patient explaining the operation and maintenance points. Demonstrate repeately.
2¡¢Don't pretend to understand everything. If you can not explain the questions, you must do the following things:1. Admit to the customer that you cannot answer it temperately 2¡¢Consult to some professional and answer to them as soon as possible.
3¡¢Don't pass the responsibility or let users search answers through data.
4¡¢Only when the users can independently and familiarly operate the equipment can the trainer finish the training work.
C¡¢Training contents
Explain the instruction and the distributed files. Try to adopt the interacting teaching method.The teaching points are: the security considerations of the equipment,operation and maintenance, common faults and the troubleshooting.
