Steps:
Initial Inquiry: Receive client inquiries via phone or online platforms and record basic information.
Detailed Inquiry: Utilize questionnaires, face-to-face meetings, or video conferences to gain an in-depth understanding of clients' specific needs, preferences, and constraints.
Needs Analysis: Analyze client needs based on collected information to clarify service scope, standards, and special requirements.
Steps:
Provide Options: Offer clients selectable time slots or solution proposals according to the service type.
Confirm Appointment: Negotiate with clients to finalize the time or selected solution, confirming service details.
Preparation Work: Coordinate internal resources, prepare necessary materials, tools, or personnel to ensure smooth service delivery.
Steps:
Service Execution: Conduct on-site services or remote operations according to the scheduled time, ensuring service quality.
Progress Tracking: Monitor service progress in real-time, making adjustments to address unforeseen circumstances.
Client Feedback: Actively solicit client opinions during or after service, recording feedback.
Steps:
Packaging Preparation: Select appropriate packaging materials based on product characteristics to ensure safe transportation.
Logistics Arrangement: Choose a reliable logistics company, track logistics information, and ensure timely shipment.
Receipt Confirmation: Notify clients of receipt, provide tracking numbers, and assist in resolving any delivery issues.
Steps:
On-site Acceptance: Invite clients to inspect service outcomes on-site and confirm satisfaction.
Document Compilation: Organize all documents, reports, and communication records generated during the service process.
Archiving: File acceptance reports, service contracts, and related documents for future reference.
Steps:
Repair Request Reception: Receive clients' repair requests, recording problem details and contact information.
Fault Diagnosis: Arrange technicians to diagnose the cause of the problem remotely or on-site.
Repair Implementation: Based on the diagnosis, perform repairs or replace components to restore equipment to normal.
Follow-up Confirmation: After repairs, conduct a phone call or on-site follow-up visit to confirm if the issue is fully resolved and collect client feedback.