implement Product quality first responsibility system, that where the quality of the goods need to be returned, regardless of the producer or seller should first be responsible for; customer personal and property damage arising from the issue of the quality of the goods under first responsible for; help hold the responsibility of the parties concerned. And then again by the sales department responsible producer or seller to recover.
after-sales service by the after-sales service center processing, handling customer complaints by the Complaints commodities where the floors to assist.
edit the basic principles of this paragraph 1. Establish the principle of customer first
2. Laws, regulations and the relevant provisions of the guidelines, based on the facts
edit this paragraph Returns provides consumers who purchase goods at the mall and resolutely safeguard the overall image of the mall, will be implemented "three guarantees"
edit this paragraph, a new "three guarantees" system where customers buy footwear, apparel goods, must be provided three packs of cards, the implementation of the "three guarantees".
1. Footwear products, leather for three months; sneakers, sports shoes, synthetic leather shoes for months; shoes, children's shoes for a month. One of the shoes sold in the "three guarantees" period following quality problems, respectively, according to the repair, replacement, returned to be resolved by the counter. The
(1) a single shoe out with the opening line, Diaoqi fade, open plastic within 5 cm (5 cm) zipper broken out buttonhole. Repair period of not more than a week, and make the repair record.
(2) replacement, return the range:
A off the bottom; B off to help; the C open plastic more than 5 cm in length (single shoes and non-human to expand open plastic); D the second anti-revisionist same quality problems; E shoes of sold price in more than 210 yuan, sold within three days of quality problems; F Neither shoe number size is inconsistent; G Liang Zhixie as a cis-cis; H indicating the name and address, no certificate; I counterfeit shoes . Is one of the F, G, H, I items, all received depreciation charges.
(3) Huanxie depreciation charge depreciation rate of 0.3% per day; retire shoes depreciation charge depreciation rate of 0.5% per day, time is calculated from the date of sale. counterfeit shoes of
(4) give the consumer refund twice, and then be in accordance with the relevant laws and regulations in order to investigate and deal with the departments concerned.
2. The clothing merchandise suits, fur, sheepskin three months; synthetic leather jackets, Mao suit for months. Quality problems because of the clothing's original "three guarantees" period, sales of the following conditions were responsible for the "three guarantees".
(1) subject to suit Mao suit, jacket open line, from the light, zipper bad free repair kits. Similar problems after the repair should be replaced or returned. serious quality problems
(2) fur, leather clothes open line, broken zipper, free repair kits, leather board slot obvious case of hair loss, discoloration, etc., should be replaced, the depreciation charge depreciation rate of 0.3% per day. Consumers do not want a replacement, demands the return should depreciation charge depreciation rate of 0.5% per day, time is calculated from the date of sale. Kiskiskis
(3) consumers to buy clothing in three days (ten days) outside Beijing. if not satisfied with the color, size, varieties, as long as they are not worn, maintain the status quo, free exchange, such as the same type of consumer demands the return should be free return.
(b) Where in the mall to buy goods quality problems return customer requirements, negotiated settlement between the customer and the seller.
(c) refund, replacement (repair) of goods, shall malls invoice or sales certificate, or recognized by both parties.
(d) one of the following situations, do not implement the "three guarantees";
1. No warranty card or sales voucher;
2. Over the duration of the "three guarantees";
3. Has been marked as "substandard";
4. Man-made damage or disassemble;
5. The kind invoice or sales certificate does not match; kind with three packs of cards do not match;
6. Photosensitive material except indeed quality problem, not returned;
7. The clothing contaminated cripple, washed deformation.
8. Underwear, bra, women, supplies and other similar commodities, except indeed quality problems will not be returned;
9. Makeup, cleaning products not returned on the principles found deterioration to be identified returned;
10. Alcoholic drinks and tobacco, non-staple food in addition to found expired or moldy shall not be returned;
11. The provisions of matters, the reference to the "Consumer Protection Law" and "Consumer Protection Ordinance of Gansu Province, the two sides negotiated settlement.
edit this paragraph delivery service processing services where the customers to buy precious commodities or bulk purchase of inconvenience to carry goods as well as the special difficulties can not carry goods, responsible for the delivery by the sales counters.
where customers buy goods require reprocessing, in the pre-or after-sale based on customer needs, to provide customers with labor or reprocessing. Available for re-processing of goods Services quilts, clothing, shoes, curtains. The first responsibility
quality of goods
implement time-limited processing system
the Where the customer repair, refund, exchange goods, the counter group must be dealt with in less than 10 minutes; Inspector Ministry must give a reply within 30 minutes. Management personnel on duty Front admissibility of customer complaints, should a timely manner to resolve, and resolve to work shall not be surrendered.
for required repairs, maintenance, commodities after-sales service and maintenance, the counter must be requested by the customer, in the agreed date and give proper solution. Any delay or failure to require repair, maintenance, service, cause not satisfied, there is a dispute, the store management of the Department, in conjunction with the inspectors of the Ministry of timely processing solutions. Not with the implementation, from the margin of the quality of the goods, the payment of compensation. Provisional Regulations
the quality margin
in order to strengthen the supervision and management of shopping malls quality of service, to protect the legitimate rights and interests of consumers, and to ensure that the specification and operation of shopping centers, maintaining the credibility of the mall, according to the "Law on the Protection of Consumers' Rights and Interests of the People's Republic of China and the mall management, The vendor mall operator implement quality deposit system. OTC deposit, where mall vendors in the mall has been handed to the Department of the service quality of goods margin and resistance management fines, the Finance Department by the mall management.
edit this paragraph progressively layered responsibility. Where customer complaints, should be responsible for the reception first sales counters, customer sales counters agreement case handled by the store clerk. Not yet achieved a consensus by the inspectors of the Ministry responsible for handling, processing results as the final ruling, any person shall not shirk refused. Inspector of the Ministry is entitled to be paid deductible from the margin of the quality of the goods. The quality of goods margin to maintain full capacity, the compensation to be paid within the period stipulated by the Ministry of Finance, the quality margin shortfall deducted from the purchase price.
after-sales service processing flow chart
The the ↓
floors responsible person
, Inspector Ministry
plan submitted to the competent general manager
↓ (unresolved The legal adviser
the two. Business vendors during the operation, such as retired cabinet stores Minister signed consent by the inspectors of the Ministry according to the type of operation of commodity, after the expiration of the "Three Guarantees", such as the issue of the quality of the goods, the signature recognition refunded quality margin.
III. Eliminate rejects and counterfeit and shoddy goods OTC. Violation of the regulations has been found or customer complaint is substantiated, the confiscation of all the goods, and redouble their punishment.
IV. Where The bought commodity Quejinshaoliang, small scale short-inch by sales counters to recover the original merchandise exchange or money returned once the original cost free for customers, a customer complaint, the case who, according to redouble compensation principle of severely punishment.
Chapter VIII of the other provisions
1. Implementation of after-sales service management system, tracking system, establishment of customer files.
2. Under normal circumstances, the four hours to deal with customer complaints, 48 hours to resolve the complaint.
3. Customer complaints at the monthly to fill customer complaints situation analysis summary table, and they shall be reported to the solutions submitted to the competent leadership.
4. The supplier is not required to resolve customer complaints, Marketplace Ministry the right to be deducted from their deposit, and impose a fine of 20 yuan parties by floor will handle comments served suppliers.
5. The same vendor on the same issue in January complaint more than twice a verbal warning from floor area; than three times, from the floors ultimatum; does not improve the second month, immediately ordered the withdrawal of the mall, net of all deposit.
6. Same vendor complaints accumulated more than 25 times, the mall will extract complaint Fund 1000 yuan suppliers shall Yicijiaoqing, otherwise it will terminate the contract.
7. Year supplier of customer complaints, the mall will be awarded the "customer complaints." Medals throughout the year. the
Chapter the Annex
where the customer can not come and shopping, you can dial the sales hotline, make an appointment commissioned by purchasing home delivery by the sales department. the
Edit this paragraph] after-sales service certification Certification Overview b] organization:
the Ministry of Commerce of the People's Republic of China recommended Wuzhou Beijing Tianyu Certification Center, China National Certification and Accreditation Administration Committee approved the establishment of the so far approved by the state of the domestic and international the only professional organization engaged in merchandise sales service evaluation system certification. the
2, implementation of standards:
after-sales service certification to Publicizing and perform the national standard "commodity after-sales service evaluation system" (GB/T27922) standard, the formal implementation of the standard since February 1, 2012. the
3, certification scope:
within the territory of the People's Republic of China registered the production, trade and service enterprises. The
4, the certification system
after-sales service certification certification system is a star Scoring System the certified results In addition to the certificate, as well as "after-sales service star certification mark
(1), after-sales service star certification mark
enterprises by the after-sales service certification after star logo use rights for the product, product packaging, promotional and advertising materials, to show that the enterprise's ability to meet the national standard of the People's Republic of China commodity after-sales service evaluation system "( GB/T27922), and reach a star. Certified enterprises, goods and service establishments identifies star flag. Certification at least annually, supervision and examination time, be reviewed every three years, such as supervision and examination of non-compliance, suspend or discontinue business certification. evaluation system
(2), after-sales service
after-sales service certification in strict accordance with the "commodity after-sales service evaluation system" (GB/T27922) standard, enterprise service system, goods and services, the three major aspects of customer service evaluation. Certification of after-sales service is not a category of certification, management system certification, GB/T27922 standard it uses an evaluation of the nature of the standard, the key word is "evaluation system" certification named its outstanding. The results of the certification is to prove that the enterprise be implemented in accordance with the standards of service and reached a certain height (star).
GB/T27922 standard "service evaluation" is a broad range of "evaluation" is combined with the planning system, resources, characteristics, quantity, time and activity, the process, the effect of the judgment, so the evaluation of the "after-sales service" necessarily cover the requirements of the overall service system (including pre-sales need to prepare the work). Product knowledge and cultural propaganda, pre-inform and commitment of the customer service personnel and resource allocation in the establishment of facilities such as shopping malls, scenic areas, airports, service outlets, as well as organizations, as well as services provided for the commodity , to provide customers with the service.
5, development overview
after-sales service certification is approved by the state of a national industry-wide service class certification Pentium Electric has since 2008 carried out certification, Zoomlion, JMC, red beans shares Lianchuangkeji and other commodities after-sales service evaluation system certification enterprises through certification, on February 1, 2012, the use of the national standard of GB/T27922 formally launched.