OEM&ODM
OEM&ODM
Our clients include potential customers, agents, and existing customers needing repairs. Initially, they will be attended to or answered by a salesperson. If we confirm that the client is interested in purchasing, the salesperson will attend to them and introduce the relevant products; if we confirm that it is an existing customer whose machine needs repair, the call will be transferred to a technical engineer for assistance.
When there is a potential client, the salesperson answers the phone
Step One
When it is confirmed that the customer is interested in making a purchase, the salesperson will introduce the relevant products to the customer and provide the corresponding prices. If the customer requires customized services, the salesperson will ask about the size of the machine and other requirements. Once the needs are clarified, the salesperson will consult the technical engineer about the price for customizing the machine and then provide it to the customer.
Step Two
Once the customer confirms that the price is correct, the salesperson will provide a contract and supply the products to the customer within the specified time.
Step Three
When the machine is delivered to the customer and a problem occurs, the salesperson transfers the call to a technical engineer to resolve the issue for the customer. Depending on the severity of the problem, the technical engineer will decide the appropriate service method, such as the engineer visiting for on-site repair, the customer sending the machine to a nearby service center by courier, or confirming that the machine is defective and returning it for repair.
Step Four
Until the machine started operating normally, the technical engineer transferred the call to the salesperson, who confirmed that the contract was completed and closed it.
When an existing customer needs machine maintenance, the sales representative transfers the call to a technical engineer.
Step One
When it is confirmed that an existing customer needs machine maintenance, the salesperson transfers the call to a technical engineer. The technical engineer will ask for the machine's type and model, check whether it has been repaired before, and inquire about when, where, and under what circumstances the machine malfunctioned.
Step Two
After inquiry, the technical engineer will prioritize providing guidance over the phone. If the issue is resolved through phone guidance, the customer's information will be recorded and filed, and the process will end. If phone guidance does not resolve the issue, the engineer will ask the customer whether they need technical support or only a parts replacement.
Step Three
When a customer requires technical support, they must first schedule an on-site service. After making the appointment, the technical engineer will apply to their supervisor for a business trip, collect the necessary parts, prepare the required repair tools and travel expenses, and then go to the customer's location. After conducting an on-site technical assessment, the engineer will first calculate the repair costs. Once confirmed by the customer, the engineer will proceed with the repairs. After the repair is completed and the equipment is tested and working properly, the engineer will collect the actual repair fee and fill out a repair record form. The process concludes once the records are archived.
Step Four
When the customer only needs a parts replacement, the customer must pay for the parts before the technical engineer arranges for the parts to be sent and notifies the customer by phone that the parts have been shipped. The process concludes after the technical engineer records the file once the customer's machine can operate normally with the replaced parts.
Contact Info
No.80.ShiNan road.Nansha District.Guangzhou city.China
