After-sales service industry standards

Author: Zhou Chuanlin
Publisher:
Publish Date: 2004-01-01
Features: This book is grounded in practice and looks to the future, highlighting the following characteristics: , strong systematicity, and reasonable structure. Based on the forms of after-sales service, the book comprehensively and systematically introduces the relevant knowledge of enterprise after-sales service standards from aspects such as after-sales packaging and delivery services, quality technical services, product return and exchange services, installation and maintenance services, complaint handling services, and customer tracking services, while also offering unique insights. Second, strong practicality and easy-to-understand language. The book centers on practicality, emphasizing the combination of theory and practice. When explaining specific content, it incorporates real-life cases and includes relevant charts and tables, making the operational procedures clear at a glance. Third, strong pioneering spirit and forward-looking positioning. In the new era, the book addresses the significant changes in the marketing environment and after-sales service conditions—such as increased market uncertainty and greatly enhanced individual customer needs—and thoroughly analyzes the customer-oriented after-sales service standard model. From a comprehensive perspective, the book provides theoretical and operational guidance to after-sales service personnel of consumer goods retail enterprises and consumer goods manufacturing enterprises in China, offering them more inspiration. After-Sales Service Professional Standards is a practical guide primarily aimed at after-sales service personnel of consumer goods retail enterprises and consumer goods manufacturing enterprises. Its content is primarily practical, closely integrating theory and practice, systematically introducing the concepts and service standard requirements of after-sales service, and aligning with the current commercial operating conditions and trends in China.