This standard specifies the general methods and basic requirements for after-sales service of consumer products. This standard applies to the general methods and basic requirements for after-sales service of durable consumer products. GB/T 18760-2002 Methods and requirements for after-sales service of consumer products GB/T18760-2002 Standard download decompression password: www.bzxz.net
This standard specifies the general methods and basic requirements for after-sales service of consumer products. This standard applies to the general methods and basic requirements for after-sales service of durable consumer products.

ICs 03. 080. 30
National Standard of the People's Republic of China
GB/T18760--2002
Methods and requirements of after-sales services of eonsumer goods
2002-06-20 Issued by
People's Republic of China
General Administration of Quality Supervision, Inspection and Quarantine
2003-01-01Implementation
2 Existing Standards
Unspecified Definitions
3.1 After-sales Service
Service Points
4 General
After-sales Service Methods
5.1 Establishment of After-sales Service Departments and After-sales Service Enterprises 5.2
Establishment of After-sales Service Networks
Management of After-sales Service Networks
Material Resource Allocation of After-sales Service Networks
Installation, Maintenance Materials and Accessories Management System
Service Form Object
Projects for outlets to provide quick service
Service format
Work order
Customer information consultation…
Establish user feedback innovation
Basic requirements for after-sales service of consumer products
Requirements for after-sales service time
Qualifications of service outlets
Basic requirements for qualifications of after-sales service personnel
6.1 Requirements for pre-training of service personnel
6.3 Requirements for after-sales service quality inspection
6. Requirements for quick reporting of abnormal service procedures
5.7 Basic requirements for confidentiality of customers
And early evaluation of after-sales service quality
E KAN KAca-
GBT18760-2002
This standard is issued by China Standard Certification Center and the standard is stored by China Standard Research Center.
GB/T:18760—2002www.bzxz.net
The main drafting units of this standard: China Standard Industry Research Center, Commercial Circulation Customer Service Promotion Department, Siemens Home Appliances (Medium Voltage) Jiangxi Xinbo Home Appliances Sales Co., Ltd., the main drafters of this standard: Zai Fulan, Bi Zhenghu, Chen Sen, Chen Hui, 1 Fan Tian
Methods and requirements for after-sales service of consumer products
Defines the general methods and basic requirements for after-sales service of consumer products. This standard applies to the general methods and basic requirements for after-sales service of consumer products: 2 Normative referenced documents
G/118760—20D02
Next The clauses in the following documents are incorporated into this standard by reference. For those with a date not specified, all subsequent amendments (excluding internal consultation) or revisions are not applicable to this standard. However, the latest version of these documents can be used for research products based on the date of this standard. The latest documents without a date not specified are used for this standard: (35296.1-1$97 General provisions for instructions for consumer products G526.2-1 Instructions for use of consumer products Instructions for use of household and similar appliances GB/17242-1908 Complaint handling guide
3 Terms and definitions
The following terms and definitions are used for this standard. 3. 1
After-sales service afler-safeserviee
The continuation of the production process. After the product is released, the manufacturer or distributor shall provide consumers with relevant content and carry out relevant sales activities
The service outlets are the units that provide services to consumers. 4 General provisions
The manufacturer or distributor shall correctly apply the customer service concept and service commitment of the enterprise itself. 5 After-sales service methods for consumer goods stores
5.1 After-sales service and after-sales service enterprise establishment The manufacturer or distributor may set up its own after-sales service department within a limited period of time for the management and product support points, and may also serve as a special service model for the social gathering of enterprises such as special product sales outlets. 5.2 The establishment of after-sales service outlets
The manufacturer or distributor may conform to the enterprise's age strategy After-sales service points that are appropriate to the product sales specifications. The manufacturer can also entrust its professional service enterprises to undertake the after-sales service work and sign a contract with the entrusting party. The manufacturer can set up a maintenance service department for each product based on the needs of the local society and the needs of the local product. The number of maintenance service departments shall be determined based on the actual situation. 5.3 Management of after-sales service outlets
5.3.1 The manufacturer shall allocate more service personnel according to the service requirements of various products. The maintenance personnel shall be more efficient than the personnel required to ensure the quality of the service.
E KAN KAca
GH/T18760--2002
5.3.2 After-sales service outlets should adopt standardized service management. The after-sales service headquarters shall conduct the following work for each service outlet: Provide necessary after-sales service information and technical data: Regularly inspect service quality; Regularly train after-sales service personnel: Regularly evaluate the service quality of service outlets. 5.4 Material resource allocation of after-sales service outlets The material resource allocation of after-sales service outlets should meet the following requirements: necessary venues (such as reception, training, storage, transportation, etc.)! 1. Equip with necessary equipment (such as communication equipment, small equipment, fuel inspection equipment, communication equipment, etc.). 5.5 Installation, special materials and spare parts management 5.5.1 Installation, commissioning and maintenance technical data should be an integral part of the product technical documents. 5.5.2 The spare parts used for installation, maintenance and sales shall be in compliance with national enterprise standards. 5.5.3 The manufacturer shall ensure the supply of spare parts in accordance with relevant national laws and regulations: 5. 5 Management system
The producer or distributor shall strictly enforce the sales department or professional after-sales service system, and the whole management system shall be connected: financial management, customer management (customer file policy), service quality management, employee training, customer complaint handling (see GH1724-997), etc.
5.7 Service image
5.1.1 Store image
After-sales service outlets shall have signs and indoor hygiene and disinfection, and have a good image. In the store, they shall have training, service commitments, charging standards, consultation and complaint telephone numbers, etc. 5-7.2 Worker image
The sales staff shall wear the clothes specified by the enterprise, carry service purchase cards, behave in a proper manner, speak appropriately, and provide service .
5.8 Items of services provided by outlets
Service outlets can provide comprehensive service items for customers according to different products, which may include: maintenance, inspection, cleaning:
-·installation, debugging,
first, the maintenance of spare parts;
new products and old products;
collect consumer complaints:
guide users to use products correctly;
assist in handling consumer replacements
5.9 Forms of services
The forms of services provided should meet the different needs of consumers, such as: telephone, computer network consultation, appointment registration: credit consultation, appointment registration, door-to-door repair, installation, debugging:
one-click repair service, etc.
5.0T Work Order
The work order should be used as the basis for after-sales service installation, commissioning and maintenance, and can also be used as the archive information for the after-sales service department and the clearing fee. For the monthly service information of the user, one of the work orders should be submitted to the product register. 2
Contents of the work order:
) User information may include the following:
User name:
User communication address, telephone, department code or email address:
b) Product information may include the following:
Product name, model number.Specifications;
-Product sales number!
, purchase date:
Purchase store:
Invoice number*:
) Service information may include the following content:
Receipt date or pick-up date
Is it within the warranty period:
Installation or repair date:
Cause of the fault,
Name and part of the fault:
Material bill (including material name, unit, unit price, amount) Description of the service life or material labor; Local service network contact telephone address:) Service quality and feedback information can include the following content: Whether the installation personnel demonstrated and guided the use of the product! User evaluation of installation and repair quality: User opinions on material charges;
…User opinions on service attitude and team technology Whether users are willing to accept irregular follow-up visits; User coupons:
Service personnel signature:
5.*1User information consultation
CB/T T8750—2002
The production book has not established a year-round service department. The headquarters will establish a professional after-sales service organization. Free or paid consultation telephones and WeChat accounts can be set up, and professional personnel will answer all calls. They will read the product data and patiently answer the questions raised. They will also provide warranty certificates, sales and loan agents, etc. The 5.12 user return visit system
Monthly visits can be in the following forms:
Electronic coupon return visit:
Electronic network situation immediate opinion:
One letter and two return visits:
Customer satisfaction questions and style adjustment warehouse,
Pay attention to the following information collection system: One user's ideas and complaints:
: Use broadband to sign a complaint about a certain case within a period of time:-Product improvement proposal letter;
A product quality improvement plan, etc.
KAN KAc
GB/T18760—2002
6 Basic requirements for after-sales service of consumer goods
E6.1 Requirements for after-sales service time
The time limit for after-sales service, replacement and return shall comply with the provisions of national regulations, and the time limit for service arrival shall meet the requirements of the enterprise's service commitment.
6.2 Qualification requirements for after-sales service outlets
The qualifications of after-sales service outlets must comply with the current standards for classification, safety and other requirements. 6.3 Basic requirements for after-sales service personnel These personnel must be trained by recognized professional and technical training institutions, master certain professional knowledge and skills, pass special tests, obtain a professional certificate issued by a professional maintenance management agency and meet the qualifications for taking up the post. 6.4 Training requirements for service personnel
After-sales service centers or professional service companies established by the manufacturer or distributor should have a sound training system and establish scientific training methods: service personnel The training includes the following: - Code of Conduct for Service Personnel (including etiquette, service language, professional ethics, etc. of service personnel); - Training on communication and coordination between service personnel and users; E.5 Requirements for after-sales service quality; 6.5.1 A special service quality management department shall be established in the after-sales department. It shall be equipped with quality experts and personnel and fully monitor the operation of all aspects of service management; 6.5. Preserve service certificates in a neat and tidy manner: such as work standards, complaint handling files, etc. 6.5 Meet the requirements for the right to know of after-sales service; provide services to the market The service provider shall answer any questions raised about charges, service commitments, service time, reasons for initiation of the call, and complaint strategies in a timely and honest manner at any time.
E.7 Basic requirements for implementing customer satisfaction
E.7.1 Producers may introduce their products through designated sales outlets, set up consultation hotlines, or provide door-to-door services to enable consumers to fully understand the product's shape, structure, performance, price, and product information, and provide after-sales service to help consumers choose the products they need under reasonable circumstances.
E.7.2 Producers or sellers shall explain in detail to consumers the product's usability, performance, safety features, and functions. 6.7.3 The producer or seller shall check whether the conditions for the service commitment of the enterprise are met during the after-sales service process, and whether the product has passed the service or technical requirements, and the product quality must be guaranteed. 7 The producer or seller shall establish a after-sales service review system based on this standard.
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