Notice of the Group on Further Improving the Service Quality of the Warehouses of Each Branch and Examining the Quality of the Service

Branches:

As we all know, business is becoming more and more difficult, and the competition between enterprises is becoming more and more fierce. The only way of thinking is how to make every one of our customers more satisfied. The core is to make customers more satisfied with product quality and service. The senior management of the group has also formed a highly unified understanding at the semi-annual work meeting: customer service is as important as product quality. For this reason, the group decided that every Xingfa employee should further strengthen the awareness of "service", and require everyone (sales, production, procurement, back office, warehouse, finance, transportation, etc.) to combine the content of their respective positions with the details of their words and deeds in their usual work. China to implement it better. Since the warehouse is in direct contact with customers every day, and there are many complaints from customers about the warehouse, the group has further improved the service quality of each branch warehouse and assessed the quality of the service. The specific notice is as follows:

1. Relevant concepts should be understood uniformly:

1. The so-called customer: everyone who has business dealings with us, including bosses, salesmen, delivery drivers, financial personnel, etc.

2. The so-called service: it involves a lot of content. The quality of service is not only a tangible and specific work that everyone knows, but also an intangible experience and feeling for customers. Therefore, we must ensure that we are in contact and communication with customers. In the process, we should do the most basic enthusiasm, initiative and politeness to make customers feel satisfied, and create a customer-oriented service atmosphere for customers to experience and feel better than other companies. [Specifically, such as warm reception, including pouring water and inviting customers to sit, (customer rest areas are set up in the warehouse offices of each branch and marked.) Timely and accurate delivery, active and flexible response to customers' suggestions or timely feedback to relevant Personnel, try not to damage the packaging quality of products during loading and unloading, provide assistance to those in need, invite or provide good meals when it is time to eat, etc.]

2. Assess the quality of service (according to customer complaints).

  1,

①Assessment person in charge: warehouse supervisor of each branch.

②Assessment objects: All the staff in the warehouse of each branch are involved in customer service positions. Including loading and unloading, forklift, delivery and other personnel.

③Assessment content: 1. The service attitude of the assessment object; 2. Delivery speed (specifically: the speed of the shipper looking for goods, the speed of forklifts, stevedores loading, and the speed of stacking goods) 3. Accuracy;

2. Each branch will register and handle all complaints of customer service in the same way as the group's product quality complaints, summarize and report to the group office every month.

①The first receiver of customer complaints:

Received by the trading company, it will be fed back to Mao Yiming, the director of the office. Mao Yiming will then report the situation to the warehouse supervisor of the corresponding branch in a timely manner (Xingfa: Lu Songhu; Chengbang: Chen Dong; AIA: Zheng Shanmin), After the warehouse supervisor understands the situation, he or the general manager will discuss and deal with it according to the situation, and make a registration on the customer complaint registration form;

For complaints that are directly accepted by each branch, the first acceptor needs to report the situation to the warehouse supervisor in a timely manner. After the warehouse supervisor understands the situation, he or the general manager will discuss and deal with it according to the situation, and make a registration on the customer complaint registration form. ; (with sample customer service complaint registration form)

②Monthly, the warehouse supervisor is responsible for the summary according to the branch, and after the general manager of the branch has signed and confirmed (to prevent and check omission or concealment), it will be reported to the group office at the end of the month. [Group Office Xiao Yang Tel: 81175555; E-mail: [email protected]. 】

3. Praise and reward the quality of service and deduct money for errors.

Each branch will treat each customer complaint according to the quality of the complaint, and after clarifying the facts, it will carry out different degrees of praise and reward and error deduction. Varies, major events will be discussed on a case-by-case basis, and bonuses will be deducted in the current month or at the end of the year according to the regulations of the branch.

3. Requirements:

1. Based on the actual situation of the company, each branch organizes written materials that require the warehouse to further improve the service quality, and holds special meetings or training to convey the requirements to each warehouse staff.

2. If the acceptors, warehouse supervisors and other personnel involved in the feedback, registration, processing and assessment of customer service complaints are not implemented due to their work, they will deal with work errors each time, and they will be recorded and summarized by the office.

Zhejiang Xingfa Chemical Fiber Group Co., Ltd.