The 1. detection package

The test package documents are still in sorting out.

2. after-sales service

Zhongzheng Testing is a professional third-party testing organization and a technical service enterprise. After-sales service is mainly conducted in technical support and order follow-up as the main direction, including four aspects: technical support, order follow-up, customer maintenance, and complaint processing.

● Technical Support

The technical support personnel of the customer service department are familiar with the national standards and testing methods in the field, understand the classification rules and judgment basis of the products in the field, and can accurately judge the testing needs of the customers and give professional answers in time. The accurate connection of professional and technical personnel can reduce the waiting time of customer consultation and solve all the questions in the testing process for customers. Mainly includes the following aspects:

(1) Confirmation of testing items: for the customer according to the characteristics of the product and combined with the purpose of customer testing, customize the appropriate testing scheme for the customer.

(2) Product Certification Policy Consulting: answer the relevant product certification, renewal and other consultation, interpret the certification process of specific products for customers, help customers to improve the product grade, and assist customers to quickly complete the product certification work.

(3) analysis test results: help customers to analyze the data, through the analysis of the data, let customers understand the significance of the test results to the product itself, and reasonably adjust the product production process in time.

● orders follow up

The customer service staff of the customer service department uses the advanced order management system to be responsible for the follow-up of orders throughout the whole process, and grasp the processing progress of testing orders in real time. If the order has a deviation in the execution process, the customer service personnel will correct it. If the execution progress of the order lags behind the plan, the customer service personnel will remind and follow up in time to avoid the delay and ensure the completion of the order on time.

● customer return visit

Establish customer files through the customer database, involving industry categories, testing project tendencies, and main contacts, while making a detailed recording of important information about customer name, address, telephone, mail and so on. Zhongzheng Testing attaches great importance to customer testing experience, and establishes and improves the customer return visit system, which are respectively at three levels: the first test return visit, quarterly return visit and year-end return visit.

(1) first test return visit: after the completion of the first test, the customer service personnel will make a return visit to the customer testing experience, focusing on whether the testing process and testing experience are satisfied, and to understand the first feeling of cooperation with new customers.

(2) quarterly return visit: the management department screening key customers in the quarter, send the customer feedback form to customers, survey form, fax, email, process, cycle, testing accuracy, etc. The customer can put forward written suggestions and opinions on positive detection, customer service personnel collect feedback data to form an analysis report, communicate with relevant departments in the company for the specific problems, and finally feedback communication results to the customer.

(3) annual return visit: At the end of the year, combined with the characteristics of the current order, select representative customers for written return visit. The number of return visit customers accounts for more than 80% of the total customers of this year. The form of the same quarterly return visit, the feedback rate of the return visit form must reach more than 80%. The result of this return visit is the head of the Quality Department to organize important departments involved within the company to make analysis according to the customer feedback of them, and rectify the objective problems of customer centralized feedback during the annual return visit.

● complaint handling

Zhongzheng Detection is paying great attention to customer complaints, and handling all customer complaints accurately and transparently, in order to constantly improve the quality of the company's work, and better meet the requirements of customers.

Main types of complaints: complaints to the test results, complaints to the report preparation, complaints to the test cycle. The customer service personnel, as the acceptance window of the customer complaints of the customer, fill in the Complaint Registration Form carefully according to the customer opinions.

(1) Complaints about the test results: the customer service manager shall confirm the authenticity of the complaint, transfer it to the head of the Quality Department, arrange special personnel to investigate, trace the results, and arrange the laboratory for re-inspection. The condition is that the sample must be remade, replaced and re-inspection, and at least one of personnel comparison, equipment comparison, method comparison, bid adding and recycling or other quality control methods is adopted, to ensure that the re-inspection results are accurate and the results should be recorded. The Quality Department will inform the customer service department of the results, and the customer service staff will communicate with the results.

(2) Complaints on the report preparation: the Customer Service Department shall transfer the complaint to the person in charge of the report for investigation and verification, determine according to the investigation results and determine the responsible person. The original error report shall be withdrawn and invalid, and a copy shall be kept for future reference and test record.

Complaints about the testing cycle: the manager of the customer service department shall determine the cause of the delay, determine the responsible link for the delay, and report the processing results to the Quality Department for retention.

The above three complaints are handled to meet the needs of customers as the starting point, actively cooperate with customers to seriously and quickly complete the complaint processing, and try to minimize the impact on customers.

As a service-oriented enterprise based on testing technology, Zhongzheng testing after-sales service is mainly based on testing technical support, accurately and timely deliver products (inspection report), to provide follow-up technical guidance for the products, maximize the ability to meet the needs and potential expectations of customers, and provide high-quality testing services.