Quality control of Sales Service of HaoMei Enterprise

HaoMei aluminum limited company of Guangdong establishes a set of perfect after-sale service mechanism,which makes effective communication with the customers possible provides full consultation and instruction and deals with customer’s complaints rapidly.The after-sale service mechanism becomes an important task of customer service department and the service department.

Ⅰ 、 First, the construction of after-sale service network

Company marketing center is equipped with the domestic business department, the international business department and the client service department.They are responsible for the monthly communication with local dealers and the terminal customers , providing the newest dynamic and the new product information of the company.Through attending the exhibitions, the product promotion meetings and activities in other forms,it takes the initiative to introduce company’s product to the local dealers and terminal customers.Having a thorough understanding
of the requirements through local dealers,marketing man ,customers service man and the sales man in the company,we lose no time in developing and selling all kinds of new products well-received in the markets.
The purchase department and customer service department carry on effective communication with clients through the following channels:

1) Sales men travel on official business trip to local distribution area to communicate directly with distributors and clients every month;
2) Each quarter, client service department carries on investigation of the degree of the client's satisfaction, investigating the market deeply.
3) Distributors and client service department will visit terminal customers regularly to investigate the product's use quality.

The company has also specially set up the technical service department and has equipped the professional customer service man to solve technical problems for the customer; At the same time, every distribution area and project are equipped with the specialized after-sale service group; Every first-level distributor has a service manager and every second-level distributor has a professional customer service man.

The establishment of the perfect after-sale service organization enables the company to deal with various consultations and the complaints of customers within a shortest time. With regard to consultations from customer service organization (including letters, telephonse and faxes), people in charge will respond to enthusiastically. Consultation,not being answered in time, will be answered after discussion with related department. If customers require on-the-spot instruction, we will send service man at once, so as to deal with customers' complaints promptly and rapidly.

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Ⅱ、 Second, Quality Classifications

With regard to the general product quality complaints, customer service man of local distributors and the after-sale service man of company's marketing areas will help to make nessary explanation and deal with it. For the quality complaints transferred by customer service department with large quantity or with indefinable responsibility, quality control department will test the sample to the products of the same lot and indentify the responsibility . If it is necessary, personnel of quality control department should be assigned to make on-the-spot inspection in order to identify the responsibility. If problems occurred during the construction or due to misuse, specialized customer’s service personnel should explain to clients and try to obtain understanding from them. If problems occurred due to the inferior product’s quality, the customer service department will report to company for approval. Necessary remedy measures will be adopted and corresponding economical compensation will be given out.

Ⅲ、 Third, the dealing of the complaints

customer service personnel of local dealers will deal with the complaint’s information from customers and note down into "Product quality Complaint Feedback Table".The answer rate of the complaints is supposed to achieves 100%.As for every complaints, according to "Correction And Preventive measure Management Procedure”, customer service department, basing on the fact, sends out "Correction And Preventive measure List" and requires related departments to find out the causes and adopt necessary corrective and preventive measures to avoid the occurrence of the similar quality problems and complaints. At the end of every month, customer service will report the customer complaint’s dealing statistic report to persons in charge of related departments and general manager, and proposes feasible suggestions to avoid and reduce complaints. With the joint cooperation of each department, they are dedicated to continually improve the quality.

The company monitors from various aspects to guarantee and check that the customers are satisfied. Every quarter, customer service department will investigate the customer satisfaction degree, the contents of which involves the extent of product technology development, product’s quality, the conclusion rates of delivery, satisfaction degree before-,during-,and after-sale, the customer’s new expectations and the requests and so on. Regard to the questions reflected during the investigation, the managerial department issues "Substandard Product Report" and organizes related departments to reform. Under the emphasis and the coordination of every department, the degree of customer satisfaction of this company hits above 85 per cent for three consecutive years.