After-sales service work summary 6 articles

Summary of six selected after-sales service work

Work summary is to summarize the work done in a certain period of time, and the ultimate goal is to learn from experience and lessons and find out the law of doing a good job. The following is a summary of after-sales service that I carefully recommend for reference only. Welcome to read!

1 After-sales service is a kind of service after the product is sold, which is related to the maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.

I have worked in the after-sales service department for eight months and have a deeper understanding of the company's products and after-sales service than before. After-sales service department is a very indignant, but it is also a very trained profession. After eight months of after-sales service, I have a certain understanding and experience of after-sales service:

First, establish a global concept and do a good job.

No matter what kind of work you are engaged in, establishing the overall situation consciousness is the primary problem. On-site technical service is no exception. I think the overall situation of after-sales service is to "establish corporate image, which is an important part of customers' satisfaction and loyalty to the company's products", protect customers' interests to the maximum extent and improve the core competitiveness of the company's products. Do a good job of after-sales service, and at the same time, in order to feedback the bad situation in the process of product delivery to users. In order to get timely improvement in subsequent products, so that products can better meet the use requirements of the site and customers.

Second, be good at professional skills and be diligent in on-site observation.

With the continuous development of shipbuilding industry, the continuous improvement of automation, and the emergence of new products and technologies, an after-sales service technician should be diligent in observation, think independently, communicate with on-site technical workers, communicate with after-sales technical service personnel of other companies, understand the development direction of shipbuilding industry and the technical ability development requirements of service technicians, and be able to serve new products in the future better and faster.

Third, it belongs to communication work, which is stronger than assisting coordination.

On-site technical service personnel should not only have strong professional technical knowledge, but also have good communication skills. Many times, the problem of a product is due to improper operation, not the poor quality of the product reflected by customers. At this time, after-sales service personnel need to find out the crux, communicate with customers, standardize operations, avoid distrust of products, and even damage the corporate image.

In the new situation of shipbuilding industry development, in the face of the recovery of shipbuilding market, after-sales service industry should have new working ideas. Enterprises need two feet to make steady progress: first, improve product quality to make the use of products more convenient and concise; second, improve after-sales service, and timely distribute the problems existing in the company's products to relevant departments in the form of information contact sheet and after-sales service summary to prevent similar products from happening again.

In my future work, I will study the relevant professional knowledge harder and make my work better by going up a storey still higher.

After-sales service summary selection Chapter 2 20__ is a crucial year for the company's development. In the coming year, the company has made great achievements in all its work, laying a solid foundation for the company's development and growth. In the past year, I have been engaged in after-sales technical service and witnessed the company's development and improvement of the system. I am sincerely proud. After years of work experience, I have accumulated some knowledge and experience about after-sales service, which are summarized and shared as follows.

First, establish a global concept and do a good job.

No matter what job you are engaged in, establishing global awareness is the primary issue, and after-sales technical service is no exception. I think the overall situation of after-sales service work is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job in after-sales service, and at the same time, in order to feedback the bad situation in the process of product delivery to customers in time, so as to improve in time and make the products better meet the requirements of customers.

Second, be good at professional skills and be diligent in accumulating learning.

As a technical service personnel, diligent observation, independent thinking, and communication with customers and field colleagues are very important for constantly mastering the application knowledge of troubleshooting in different environments. Whether the equipment quality survey can be done well is a yardstick to measure the professional level of technicians and an effective means for technicians to master the application knowledge as soon as possible.

Third, being good at communication is better than assisting coordination.

On-site technical service personnel should not only have strong professional technical knowledge, but also have good communication skills. The frequent problems of equipment are due to improper operation or substandard environment, rather than poor quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, standardize operations, avoid distrust of products, and even damage the corporate image.

Promoting the company's products to customers is not only the responsibility of business personnel, but also the responsibility of every employee of the company, including technicians. Technicians should be better at analyzing from a technical point of view, introducing and promoting the company's products to customers, and feeding back business opportunities to salesmen in time to play a good bridge role.

The after-sales service department has been established for 20 years, which has greatly improved the company's after-sales service and improved customer satisfaction. These achievements, first of all, thank the company leaders for their correct leadership and help; Secondly, I want to thank my colleagues for their strong support. Finally, I would like to thank all the staff of Qixin in the after-sales service department for their unremitting efforts. As the person in charge of the after-sales service department, I summarize the work of the after-sales service department as follows:

First, strive to do all the work well.

As the after-sales service department, I am mainly responsible for the after-sales maintenance of the company's equipment, equipment debugging training, equipment pre-sales demonstration and so on; After-sales service department, carefully solve each customer's maintenance application, carefully debug each equipment, carefully explain the operation method of the equipment to each customer, carefully answer the problems encountered by each customer, and carefully demonstrate every function of the equipment to customers; Every employee in the after-sales service department cooperates with Qixin Qi Xin to provide good customer service and continuously improve customers' satisfaction and loyalty to the company.

Second, learn while doing, learn while doing, and constantly improve your working ability.

The after-sales service department includes several employees such as Liu Ximing, Tang Bin and Chen Hong, and each employee carries forward the spirit of being fearless and diligent in learning; Strive to do your responsible work well, do a good job in middle school and study at the same time, and constantly improve your working ability and efficiency. I am responsible for after-sales service, and the after-sales work is done in an orderly way, which greatly improves customer satisfaction; At the same time, after-sales, equipment installation and debugging, and equipment demonstrations in other places have also been done with due diligence; Chen Hong is mainly responsible for the after-sales work of electrical appliances. As a new employee who has not been employed for a long time, he has grown rapidly in 20__ years, quietly arranged every job, constantly summed up his study in his post and improved his ability to solve problems. As the company's old after-sales service personnel, Tang Bin is responsible for mechanical work, has strong acceptance, is good at summing up while doing, constantly improves his skills, and makes after-sales work satisfy customers.

Statistics of after-sales service data in the past three or twenty years

607 business trips in 20 _ _ _ years. After installation,11person-times, 85 person-times were replaced in less than one year, 42 person-times were rewarded with service, free maintenance in other factories 10 person-times, and improper use by users 198 person-times.

Fourth, shortcomings.

The after-sales service department is understaffed, resulting in some maintenance and timely customer complaints; After-sales personnel lack regular training and can't keep abreast of the company's new technologies, methods and products; There is too little experience exchange between after-sales personnel to share work experience and experience in time; Customer return visit is not really implemented; Customer's maintenance application is not recorded and processed in time; After-sales summary and data arrangement are not timely and perfect;

Improvement measures of verb (abbreviation of verb)

1. After-sales service should get enough attention and support from company leaders; Market is the lifeline of a company, but after-sales service is an important factor to determine the survival of this lifeline;

2. Organize regular after-sales personnel training to master new technologies and new products in time; At the same time, strengthen the communication and experience exchange of after-sales personnel.

After-sales service summary selection 3 brilliant 20__ has passed. Looking back on the 20th century, it was a brilliant year, a successful year and a year of great significance to China-Hebei Subaru. It is the heroic embodiment of Subaru's imported automobile market in China, exceeding all the indexes issued by the group company and creating gratifying profits for the group company. Our Linyi company has also successfully completed the objectives and tasks assigned by the headquarters. The achievements of our company are inseparable from Mr. Wang's wise decision-making and keen market insight, and are also the testimony of the hard work of all my colleagues present.

I. Review of 20 years' work:

1, completion of the after-sales department's work target in 20__ _: * * In-store maintenance110 vehicles, total maintenance income 1359263.6 yuan. On average, 92.5 sets went to the store for maintenance. Average monthly income 1 1327 1.97 yuan. Bicycle output value 1224.56 yuan/set.

2. Less than 20 years of work: (1). As the head of the department, he failed to implement the management system of the department and lacked execution. (2) The after-sales service process is not carried out according to the requirements of the standard 4S shop process. (3) The coordination between after-sales service personnel is unreasonable. (4) Lack of timely and effective response, especially when customers are dissatisfied, resulting in low satisfaction of some customers. (5) Front-line personnel lack enthusiasm and highly responsible attitude towards customers. (6), there is no effective internal training mechanism, so that our service front and concept can not be consistent with the outside world. (7) There is no reward and punishment system for rewarding the superior and punishing the inferior, and there is a phenomenon of "eating the same pot", which does not inspire employees' work enthusiasm and personal ability to give full play.

3.20__ The work to be continued for 20 years in the middle of the year includes: (1). The receptionist will continue to follow up and attract customers according to the maintenance telephone number stipulated by the 4S shop to promote customers to come to the store.

Second, the 20__ year work plan and rectification measures:

In the past year, there were many problems worth thinking about.

1, 20__ year target: 2 160 units are expected to be repaired in the store. The total planned maintenance income is 2692320 yuan. Bicycle output value 1246.44 yuan/set. Maintain the mall 180 times a month on average. 2, work plan and measures:

(1), set an example, strengthen departmental supervision, and do a good job in the implementation of service processes and compliance with rules and regulations. Resolutely put an end to the phenomenon that is not conducive to the company's operation and customer service.

(2) the improvement of service consciousness and the change of service concept and mode. Increase the intensity of active service. With the development of the market, it is no longer allowed to neglect customers, and the tracking service is increasingly unsuitable for the mainstream of the industry. Combined with their own status quo, while ensuring the quality of passive service, we should increase the intensity of active service. The after-sales service department should focus on the information reflected by customers, especially customers, actively capture their information and take corresponding measures. The principle of putting prevention first. It is most beneficial to solve the quality problem before the incident happens. The technicians of the after-sales service department should carefully check the vehicles in the shop for maintenance, and patiently explain the customer's calls in detail to solve hidden dangers and quality problems.

(2) Improve and provide sincere and high-quality after-sales service. The after-sales service department has the responsibility to provide quality services to customers. The service work involved in the after-sales service department mainly includes maintenance service, warranty service, maintenance service and accessories service. According to the policy of passive service, the maintenance service needs to rely on the cooperation of customers to improve the quality. Practice has proved that customers are more recognized for our company's maintenance services. The after-sales service department should pay attention to providing customers with maintenance knowledge, change passivity into initiative, and strive for customer satisfaction and even touching. (True value and expected value) For each customer demand, the after-sales service department implements the principle of receiving and processing together, although this work is a complicated problem. It can be said that as long as we do a good job in this area, customer satisfaction will be greatly improved.

(3) Quality construction of service system. We must resolutely implement the service-related management system, establish detailed assessment indicators for the work of service personnel, supplement the service process records and implement internal training in addition to the existing assessment contents; Strengthening the management of special service stations, from its own point of view, the quality of service personnel and service accessories are two factors that affect the processing quality, and these two aspects are precisely the soft underbelly of service. The after-sales service department is strengthening management to improve the spiritual quality and ability of service personnel, and has also taken some management measures, such as gradually improving the service management system, introducing training mechanisms and establishing effective incentive measures. But this job still needs a process of time accumulation. "Personnel quality" and "service accessories" should be grasped at the same time, otherwise it is difficult for a clever woman to cook without rice.

(4) spare parts inventory rationalization and timely supply, spare parts are an important part of after-sales service. The service quality of accessories covers the types, inventory, quality and timeliness of supply of accessories, which is one of the main tasks of the after-sales service department in the past 20 years. Meanwhile: A 1. In the future, we should often exchange experiences with other brothers' 4S stores, and at the same time, we can learn from our work experience to correct our mistakes and improve our work efficiency. B2。 In the 20__ years' work, we have done a good job in the daily management of orders, information and payment requirements, carried out the order flow in time as planned, and completed the information exchange and feedback with Subaru. Only in this way can the assessment of our headquarters reach the standard. C3。 Keep good relationship with brother stores, and use regular contact to reduce dull inventory. D4。 Improve the training rate of internal staff, let them have a deeper understanding of the business and improve our work efficiency. E5。 Plan our order quantity well, make our order quantity reasonable, meet the needs of customers, and prevent the purchased parts from squeezing the inventory again.

(5) Developing value-added services and launching maintenance products. Targeted, planned and targeted promotion. So that our profits and output value have a new growth point.

(6) Preparation and implementation of quick repair. For the simple maintenance of 5000KM and 10000KM, the quick repair maintenance service introduced by the headquarters is implemented, which reflects the fast, high-quality and professional service.

(7) Implementation of the training plan, aiming at the actual work situation of the after-sales service department at present, formulate the corresponding short-term training plan to improve the comprehensive quality of after-sales personnel and provide better services for customers.

Generally speaking, service is also called product in modern enterprise management concept, which is a powerful weapon for enterprises to improve their market competitiveness. Generally, customer satisfaction is the market standard for testing product quality. The new year is full of challenges. In order to achieve the company's mission objectives, we believe that under the leadership of Mr. Wang and the company's consistent attention and support for after-sales service, the work of the after-sales service department has been reliably guaranteed. The after-sales service department is ready to meet the challenge and is confident to do better.

After-sales service summary selected articles 4 20__ year is a key year for the company's development. In the coming year, the company has made great achievements in all its work, laying a solid foundation for the company's development and growth. In the past year, I have been engaged in after-sales technical service and witnessed the company's development and improvement of the system. I am sincerely proud. After years of work experience, I have accumulated some knowledge and experience about after-sales service, which are summarized and shared as follows.

First, establish a global concept and do a good job.

No matter what job you are engaged in, establishing global awareness is the primary issue, and after-sales technical service is no exception. I think the overall situation of after-sales service work is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job in after-sales service, and at the same time, in order to feed back the bad situation in the process of product delivery to users in time, so as to improve in time and make the products better meet the customer's use requirements.

Second, be good at professional skills and be diligent in accumulating learning.

As a technical service personnel, diligent observation, independent thinking, and communication with customers and field colleagues are very important for constantly mastering the application knowledge of troubleshooting in different environments. Whether the equipment quality survey can be done well is a yardstick to measure the professional level of technicians and an effective means for technicians to master the application knowledge as soon as possible.

Third, being good at communication is better than assisting coordination.

On-site technical service personnel should not only have strong professional technical knowledge, but also have good communication skills. The frequent problems of equipment are due to improper operation or substandard environment, rather than poor quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, standardize operations, avoid distrust of products, and even damage the corporate image.

Promoting the company's products to customers is not only the responsibility of business personnel, but also the responsibility of every employee of the company, including technicians. Technicians should be better at analyzing from a technical point of view, introducing and promoting the company's products to customers, and feeding back business opportunities to salesmen in time to play a good bridge role.

After-sales service summary featured article 5 Time flies and 20__ years will end immediately. This year is another starting point and turning point in my life. Too many things have happened in it, and some things will affect my life. The dribs and drabs in those jobs are still fresh in my mind, including laughter, melancholy, passion and depression. But on the whole, this year is extraordinary and mediocre in my life; I have tried, failed, succeeded, expected, and of course frustrated; Every joy of success, every hardship in front of difficulties, has sown seeds here. I hope that in the next 20__ years, these seeds will thrive and add more green to the company's tomorrow and my career.

At this moment, I will make a simple summary of my experience in the company for _ _ years:

1. was recognized and affirmed by the company leaders, and entrusted with a heavy responsibility.

In the middle of 20__ years, in the open recruitment of the company, with the trust of leaders and the support of colleagues, I was fortunate to become the deputy manager of the operation and maintenance department. Since June, my colleagues and I have worked together to transform and maintain the monitoring center, automatic door (self-service bank), security system, emergency rescue channel door lock and access control device of Chengdu Branch of China Merchants Bank, which has been recognized by customers and companies. Together with colleagues, we worked together sincerely to complete tasks such as 12369, sewage charges, monitoring, maintenance and installation of turnstile system for customers such as provincial environmental protection, Lianghe parking lot, Kant Hospital and Chengdu Public Security Jinniu Branch. In this process, I learned and recognized the company culture and integrated into this warm family; I have also mastered more public relations and work skills through the company's theory and skills training, and my ability has been qualitatively improved.

Two. Work priorities and work situation in one year

1:65438+ From June to July, 2002, with the care and support of the company's leaders and the collaborative help of department colleagues, I learned and became familiar with the main work of China Merchants Bank Chengdu Branch's central big screen and access control system, Lianghe Park's intelligent parking system, Kant Hospital, Chengdu Jinniu Public Security Bureau, Yanshan New Monitoring System, Anxian Traffic Card System, and provincial environmental protection 65438+.

From July to September, I studied the corporate culture of the company and integrated into this warm family. With the care of company leaders and the support and help of colleagues, the role positioning and the maintenance of various customer groups have been completed. The main task is to upgrade the monitoring system of China Merchants Bank's secret parking system, two rivers parking system, Kant Hospital and Jinniu Public Security Bureau, and maintain the environmental protection 12369 system.

3. Since September, we have completed the smooth handover and routine maintenance of the environmental pollution charging system, successfully passed the company's quality system review, and successfully formulated and implemented departmental systems, norms and service processes.

4. Difficulties and troubles encountered in this process: ① China Merchants Bank has the most problems, which are manifested in the automatic doors of China Merchants Bank, the fire doors of emergency passages and the POS consumption system. The main faults are network disconnection, unreadable access card, and inability to recharge POS consumption. After on-site treatment by the company's engineers, it can work normally for a period of time, but it will appear again. The analysis shows that the fault equipment is: card problem, card reader problem is the most; However, the most intractable big screen problem of China Merchants Bank has been successfully solved; Other problems are basically related to the irregular operation of customers. Although the company has sent people for training many times, there are still some problems in operation due to the frequent changes in the staff of China Merchants Bank. Secondly, the problems are environmental protection 2369 and sewage charges. Although our company rarely goes to the site for maintenance, the amount of online maintenance through the network is still very large. The problems are mainly reflected in system problems and network problems. Network problems are slightly less than system problems, as follows: user authorization problems, system upgrade problems, unfamiliar user names. (3) Finally, some other monitoring and bayonet equipment maintenance is still very poor, and the faults are mainly reflected in the front-end equipment problems, such as cameras and speedometers. Of course, the platform still needs some careful work to repair.

5. My shortcomings are mainly reflected in the fact that my work skills of some projects in the company need to be further improved. I usually don't explain my work to the leaders, and I often can't punch in on time. In the future, I will abandon all these shortcomings and go all out to welcome the new year.

Three. Work plan and arrangement of 20__

The work in 20__ is drawing to a close. In 20__ _, we will take over Aba, Ya 'an, Jiaohekou projects, environmental pollution source control and Jinniu project maintenance. We will sum up the experience and lessons of last year's work, make preparations for next year's work, and make specific implementation plans: As the new year is about to receive maintenance tasks of four new projects, we hope that the company can recruit another engineer for the department, so that the skills can meet the maintenance tasks of the department and improve the service. According to the current situation, this department will set up several "supervisor" posts, 1. One person is mainly responsible for the daily maintenance and inspection of the three major environmental protection projects; One person is mainly responsible for the daily maintenance and inspection of each system of China Merchants Bank project; The two are mainly responsible for the daily maintenance and inspection of Jinniu Public Security Bureau and the traffic bayonet project; 2. Conduct 1 centralized training or on-site training every quarter; 3. Improve the departmental system and implement the personnel responsibility system; Of course, in the case of heavy tasks, we will make real-time adjustment, flexible support, cross-maintenance, and improve the quality of maintenance and training.

Four. Suggestions on company system and management

In view of the problems we encountered in the maintenance process, I put forward the following suggestions:

1. For the company's products: At present, our products are basically not available, especially for new projects. The products are in the testing stage, but this

Some products have been used by customers, so there are many problems, and engineers are learning and maintaining them. It is inevitable to consult the relevant parties of the company to solve the problem in front of customers, leaving a bad impression on customers; Secondly, the old products are updated and upgraded, and the equipment is unstable, which leads to a huge amount of maintenance, and new problems appear when dealing with a problem. I hope 12 company can improve in this respect. 2. Spare parts management: the problem of spare parts stocking in the company is relatively large, mainly because the relevant spare parts companies have no spare parts inventory.

Some equipment needs to be provided by suppliers; Such as card reader, camera, etc. , which greatly affects the service efficiency. The problem of 12 should be solved first.

3. Service flow and workload: There is no problem with the service flow, mainly because there is no coordination and communication mechanism.

Therefore, engineers can't know the customer's situation in time, and managers can't know the real-time status in time. Causing unnecessary urging and secondary repair. In addition, due to the special conditions of some districts, such as other counties and cities, a relatively simple task far away from the company requires sending people to the site, which has caused a certain waste of resources and increased service costs. I hope the company will consider improvement in the new year.

Verb (abbreviation for verb) New Year's thoughts and expectations.

The bell of 20__ is about to ring. Looking back on the past year, I have gained more things than before, and also improved and developed my work skills. Of course, I still have some shortcomings. I hope that with the care and trust of leaders and the support and help of colleagues, we will do better, go up a storey still higher, and do better the company monitoring system, environmental protection and technical services of other products in. I will improve my own shortcomings and hope that the leaders can correct my criticism. I will work better with my colleagues.

Technical support: 1. After the contract comes into effect, we will provide users and other relevant departments with a full set of detailed technical information in time, and actively cooperate with the preparation work before equipment installation. If special technical support is needed, our company will send relevant technicians to the site to provide technical support. 2. During the installation, debugging and trial operation of the system equipment, our company will send relevant technicians to the site to provide technical support services, and guide the installation and debugging of the equipment at the site until it is qualified. 3. In the whole process of project implementation, the project manager always runs through the execution of the contract and provides follow-up services. The project manager is responsible for dispatching the construction personnel present, coordinating with the construction unit, taking charge of the overall engineering and technical problems, and contacting Party A for construction coordination. Pay special attention to the quality control of all aspects of construction, find problems in time, solve them in time, and assist the phased (with work) acceptance of the project.

(2) Service and warranty: 1. The warranty period of the whole system product is 12 months. After the equipment is installed and put into trial operation for 48 hours, it will enter the warranty period after being accepted and signed by both parties. Acceptance criteria: a, test according to the functions designed by the system and the indicators and requirements provided by the equipment to determine whether the predetermined design effect is achieved; B, according to the relevant national standards and norms for acceptance, to ensure that the system installation is correct, reasonable and reliable.

2. During the warranty period, the service response time of our company is 2 hours after receiving the fax or telephone telegram sent by the user to the site, and no charge is charged. Outside the warranty period, the service response time is 2 hours. 3. During the warranty period, our company will be fully responsible for the equipment damage caused by the quality problems or technical failures of the equipment itself. 4. If the equipment is damaged due to force majeure or improper use by the user, the responsibility shall be borne by the buyer. Our company provides maintenance services and charges corresponding labor and material costs. 5. After the warranty period expires, our company will continue to implement preferential paid services and charge maintenance fees. We promise to supply spare parts at low prices for a long time.

(3), training, maintenance: 1, the company is responsible for providing equipment according to the provisions of the contract, and submit the corresponding information, drawings and necessary tools. 2. We will train users' technicians free of charge, and the trainees should have some basic knowledge of machinery. The training place is arranged at the operation site of system equipment, and the training time and place can also be arranged according to the specific requirements of users (contract terms). 3. After training, users' technicians can eliminate common faults. If the user can't eliminate the fault, he should inform our company in time and the company will send technicians to solve it. Eight, technology, service commitment letter We will fulfill every requirement, and complete the delivery task according to quality, schedule and quality. Here, we make the following written commitments on product quality, processing cycle, arrival and other production processes: delivery date; Equipment: spare parts negotiated by both parties: mechanical equipment supply negotiated by both parties: good integrity, good design, few wearing parts, electrical and automation equipment supply: good integrity, good design, good technology, good performance, good operation efficiency, good process equipment and emission guarantee, good conveying capacity and performance guarantee, good continuous operation reliability, good mechanical reliability, good electrical reliability and good overall reliability. Equipment warranty: standard warranty for all components and key components.