GB/T 18760-2002 消费品售后服务方法与要求

标准资料 · 发表于 2018-8-9 21:51:47

GBT 18760-2002 消费品售后服务方法与要求
前言··········································
1 范围····································
2 规范性引用文件·····················
3 术语和定义····································
3. 1 售后服务·····，··························
3.2 服务网点··········。·············· ·····
4 总则·····································
5 消费品售后服务方法。·········。···
5. 1 售后服务部门与售后服务企业的设置···
5. 2 售后服务网点的设置··················
5.3 售后服务网点的管理·.....................
5.4 售后服务网点的物质资源配置·····
5.5 安装、维修资料及零配件的管理·
5. 6 管理制度··。···············
5. 7 服务形象··················⋯
5.8 网点提供服务的项目············
5.9 提供服务的形式······································
5.1 0 工作单···················································
5.11 用户的信息咨询························
5.12 建立用户回访制度·············
6 消费品售后服务基本要求········
6. 1 售后服务时间的要求········
6.2 服务网点的资质要求。······
6.3 售后服务人员资质的基本要求·
6.4 服务人员的培训要求·
6.5 对售后服务质量的要求·
6.6 满足售后服务知情权的要求
6.7 实施顾客满意的基本要求·

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标准资料 · 发表于 2019-2-23 08:35:25

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GB/T 18760-2002 消费品售后服务方法与要求

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