In order to standardize the work of after-sales services, meet the needs of users, and improve users' satisfaction and trust in Nanbei Chao products and services, the following after-sales services standards and workflows are specially formulated:
Content
1. For all products purchased in Nanbei Chao, users can make after-sales requests for the corresponding products
2. The after-sales department of Nanbei Chao will strictly implement the terms of different after-sales services corresponding to different product SKUs
Workflow
1. Handling process due to product quality problems: feedback customer service → warehouse inspection and comparison → after-sales services appraisal → original factory appraisal → measurement arbitration
2. Handling process due to transportation problems: feedback customer service → coordination of storage and transportation department → after-sales services department appraisal
3. Handling process due to bill problems: feedback customer service → appraisal by the finance department → appraisal by the legal department → president of the court
4. Handling process due to service attitude: manager of customer service department (
) → general manager (
)
Timeliness
Within the national statutory working days, during the normal working hours of the North-South Tide (08:30-12:00; 13:30-17:30), the response standards are as follows:
| When receiving the customer's clear after-sales request | Timeliness |
| Responding to customers | ≤10min |
| Give a solution | ≤30min |
| Process progress feedback | ≥3次（Including solutions, follow-up progress, and post-event satisfaction feedback) |
| If the processing cannot be completed according to the regular time, we must keep in touch with the customer, clearly convey the specific time of the next feedback, and obtain the consent of the customer. | |
During abnormal working hours, Nanbei Chao promises to give priority to solving customer problems as soon as possible during working hours.
Principle
Reasonable, reasonable, compliance, legal, standardized
