Since its establishment in 2010, Fuzi Company has been able to steadily develop in the fierce market competition and its products have gained a place in the medical industry. The most important reason is that we attach great importance to the two basic points of product quality and after-sales service. High quality after-sales service has earned our brand a good reputation, and most of our main customers purchase our products through word-of-mouth.
So our after-sales service tenet is:
Quick response, technical expertise, serious attitude, customer satisfaction
In order to quickly, timely and effectively help customers solve various problems, our company has established a professional after-sales team. Because there is a team and specific division of labor, work can be carried out in a reasonable and orderly manner.
Secondly, we have a professional after-sales team, including one after-sales supervisor and two customer service personnel (mainly responsible for customer repair information and on-site construction in the early stage). There are five after-sales on-site maintenance personnel, and all after-sales technical personnel and on-site construction personnel are selected by the company's internal professional technical backbone to solve various equipment problems for customers, truly achieving the goal of "leaving professional matters to professional people".
Also, in order to prevent the staff from not having a serious and responsible service attitude, after each repair task is completed, the handover form is submitted to the supervisor. After 1-2 working days, the supervisor will call or WeChat each person and record it in the monthly assessment. Each after-sales service personnel has a 100% work attitude.
Through the above steps, we aim to ensure that customers have a response to every issue and a solution to every problem during the use of the equipment.
After sales service process:
1: During the factory inspection of each set of equipment, we will attach the phone number and WeChat QR code of our after-sales customer service personnel
(You can contact and add anytime within 24 hours)
2: After the installation and debugging are completed, the installation and debugging engineer will submit the acceptance form to the company, and the customer service personnel will follow up by phone and WeChat to check the equipment installation situation, training situation, work attitude of the installation personnel, and any remaining issues on site, in order to supervise whether the work of the equipment installation and debugging personnel is in place.
After sales service standards:
The standard of after-sales service is a reflection of our work execution ability.
1: During the warranty period, any component quality issues will be repaired or replaced free of charge.
2: If the equipment malfunctions, respond within 10 minutes after receiving the repair report and provide a solution within 30 minutes. Thirdly, if the equipment malfunctions, it must be resolved on-site. We will dispatch professional after-sales personnel to the site within 24 hours. Shanghai takes 4 hours, Jiangsu Zhejiang Shanghai takes 12 hours.
In case of emergency water supply, we will also cooperate with the customer to go to the customer's site as soon as possible to solve the problem.
3: For some foreign enterprise customers or hospitals who require machine maintenance services during the Spring Festival and National Day holidays, our company will arrange after-sales personnel to stay on duty and not close during holidays to ensure normal production water supply for customers. Fifth: Provide free telephone and video guidance services for life, and supply high-quality and inexpensive consumables and accessories for life.
In summary, our after-sales service has established a complete and mature after-sales service management system from standards to processes. Coupled with our more than ten years of after-sales service experience, we are confident in ensuring that every customer who purchases our equipment has no worries.
