一、技术服务Technical service：
1、现场技术服务On-site technical service
在安装调试期间，我方派遣技术人员到现场进行技术服务。其职责是：对设备质量负责；指导安装、调试；在安装调试时，如发现合同设备质量问题，我方负责及时处理，由此而引起的费用由我方负责。现场服务人员的服务时段及何时派驻，由买方和我方协商确定，其费用由我方承担，并已计入报价中。
During the installation and debugging period, we will dispatch technical personnel to the site for technical services. Its responsibilities are: responsible for the quality of equipment; Guide installation and debugging; During installation and debugging, if any quality issues are found with the contracted equipment, we will be responsible for promptly handling them, and any resulting costs will be borne by us. The service period and deployment time of on-site service personnel shall be determined through negotiation between the buyer and us, and the cost shall be borne by us and included in the quotation.
在每项设备安装完毕后，我方代表参加对设备安装工作进行的检查和确认。
After each piece of equipment is installed, our representatives will participate in the inspection and confirmation of the equipment installation work.
我方代表参加初步验收试验，如果初步验收试验中断，则初步验收重新进行，并分析原因，分清责任。如属我方责任，我方承担相应费用。
Our representative will participate in the preliminary acceptance test. If the preliminary acceptance test is interrupted, it will be reconducted, and the reasons will be analyzed to clarify responsibilities. If it is our responsibility, we will bear the corresponding costs.
调试：设备安装完成后展开调试工作，调试工程师将进行设备性能测试与功能验证等，检测各部件的运转状态，对系统参数进行调整，直至设备达成预定的技术性能指标，可稳定、正常运行。若调试时发现故障或性能不达标状况，及时维修或更换相关部件并再次调试。
Commissioning: After the equipment installation is completed, commissioning work will be carried out. Commissioning engineers will conduct performance tests and functional verifiers on the equipment, monitor the operating status of each component, and adjust system parameters until the equipment meets the predetermined technical performance indicators and can operate stably and normally. If faults or performance not meeting standards are found during debugging, repair or replace the relevant components in a timely manner and debug again.
2、技术服务组织安排Technical service organization arrangement
1）指导安装调试及培训Guide installation, commissioning and training
机械工程师1人 电气工程师1人
培训内容包括设备结构、运行操作、维护保养、简易故障判别及排除。
1 mechanical engineer and 1 electrical engineer
The training content includes equipment structure, operation, maintenance and upkeep, as well as simple fault identification and elimination.
2）设备安装过程中，我公司提供7×24小时的待机服务，随时解答用户安装过程中的一切问题，免费派专人到现场提供技术指导，协助进行设备的安装、调试和启运，并负责与其它相连设备接口和技术配合工作，并长期提供技术指导。
2）During the equipment installation process, our company provides a 7 × 24-hour standby service to answer any questions users may have during the installation process. We also send dedicated personnel to the site free of charge to provide technical guidance, assist in the installation, debugging, and start-up of the equipment, and are responsible for interface and technical cooperation with other connected devices, as well as providing long-term technical guidance.
3）设备验收试验时，我公司安排技术人员到场，及时解决试运转过程中发生的各种技术问题。
3）During the equipment acceptance test, our company arranges technical personnel to be present and promptly solve various technical problems that occur during the trial operation process.
二、售后服务after-sales service
服务内容 | 1.免费提供用户所需的全部技术图纸和资料。 2.免费派专人到现场提供技术指导，协助进行设备的安装、调试和启运，并负责与其它相连设备接口和技术配合工作。并长期提供技术指导。 3.接用户维修通知后，我方将在48小时（省内）或72小时（省外）内派专人到达故障现场，解决、处理问题。 |
Service content | 1.Provide all the technical drawings and materials that users need for free. 2.We will send dedicated personnel to the site for free to provide technical guidance, assist in the installation, commissioning and shipment of the equipment, and be responsible for the interface and technical coordination with other connected equipment. And provide long-term technical guidance. Upon receiving the user's repair notice, we will dispatch a dedicated person to the fault site within 48 hours (within the province) or 72 hours (outside the province) to solve and handle the problem. |
服务及质量承诺 | 1. 产品质保期内服务内容： A. 质保期内因我方原因而出现的质量问题，由我方负责。我方负责包修、包换或包退，并承担修理、调换或退货的实际费用。 B. 质保期内因需方人为的原因或自然灾害而造成的设备故障，我方提供免费维修服务，只收取损坏零配件的成本费。 C. 质保期满，我方提供设备的终身服务，用户只负责我方所发生的实际成本费用。 2. 保证向用户所提供技术先进、质量优良、安全可靠、易于维护的设备，设备采用最佳材料和一流工艺制作。 3. 保证向用户提供符合合同“技术规范”的设备。 4. 保证设备在正确安装、正常使用和保养的条件下，可用率为99.9%，其使用期限不少于20年。 |
Service and quality commitment | 1.Service contents during the product warranty period： A.Any quality problems arising from our reasons during the warranty period shall be our responsibility. We are responsible for free repair, replacement or return, and will bear the actual costs of repair, replacement or return. B.During the warranty period, if the equipment malfunctions are caused by the buyer's human factors or natural disasters, we will provide free repair services and only charge for the cost of the damaged parts. C.Upon the expiration of the warranty period, we will provide lifetime service for the equipment. The user is only responsible for the actual cost incurred by us. 2.We guarantee to provide users with technologically advanced, high-quality, safe and reliable, and easy-to-maintain equipment, which is made of the best materials and with first-class craftsmanship. 3.Ensure to provide users with equipment that complies with the "technical specifications" stipulated in the contract. 4.Under the conditions of correct installation, normal use and maintenance, the availability rate of the equipment is guaranteed to be 99.9%, and its service life is no less than 20 years. |
二、售后服务After-sales service：
1.售后回访After-sales follow-up visit：
（1）回访目标Follow-up purpose
满意度调查：全面了解客户对所购变压器产品质量、安装服务、售后支持等方面的满意度，收集客户意见和建议，为服务质量提升提供依据。
Satisfaction survey: Comprehensively understand customers' satisfaction with the quality of the purchased transformer products, installation services, after-sales support, etc., collect customers' opinions and suggestions, and provide a basis for improving service quality.
故障排查与预防：主动了解变压器运行过程中是否出现故障或异常情况，及时提供技术支持和解决方案，降低设备故障率，延长设备使用寿命。
Fault detection and prevention: Proactively understand whether faults or abnormal conditions occur during the operation of the transformer, promptly provide technical support and solutions, reduce equipment failure rates, and extend equipment service life.
需求挖掘：发掘客户潜在需求，如设备升级、零配件采购、定期维护等，为公司业务拓展提供方向。
Demand mining: Uncovering potential customer demands, such as equipment upgrades, spare parts procurement, regular maintenance, etc., to provide direction for the company's business expansion.
（2）回访对象与时间Follow-up visit recipients and time
新客户：在设备安装调试完成后的1个月内进行首次回访，了解设备初期运行情况和客户使用体验。之后，每季度进行一次定期回访。
New customers: The first follow-up visit will be conducted within one month after the equipment installation and commissioning are completed to understand the initial operation of the equipment and the customer's usage experience. After that, a regular follow-up visit will be conducted every quarter.
老客户：每半年进行一次全面回访，对于近期采购过零配件或接受过维修服务的老客户，在服务完成后的15个工作日内进行专项回访。
Regular customer：Conduct comprehensive follow-ups biannually. For those who have recently purchased spare parts or received maintenance services, carry out dedicated follow-ups within 15 working days after service completion.
（3）回访团队组建与培训Team formation and training for follow-up visits
团队组建：由售后技术工程师、客服专员组成售后回访团队。售后技术工程师负责解答客户技术问题，提供专业建议；客服专员负责沟通协调，记录客户反馈信息。
Team formation: The after-sales follow-up team is composed of after-sales technical engineers and customer service specialists. After-sales technical engineers are responsible for answering customers' technical questions and providing professional advice. The customer service specialist is responsible for communication and coordination, as well as recording customer feedback information.
培训内容：对回访团队进行专业培训，内容包括各种供货设备的产品知识、常见故障及处理方法、沟通技巧、客户反馈记录规范等。确保回访人员能够准确理解客户需求，提供有效的解决方案。
Training content: Provide professional training to the follow-up team, covering product knowledge of various supplied equipment, common faults and their handling methods, communication skills, and norms for customer feedback records, etc. Ensure that the follow-up personnel can accurately understand the customer's needs and provide effective solutions.
（4）回访方式return visit method
电话回访：作为主要回访方式，适用于大多数客户。回访人员应提前准备好问题清单，注意沟通语气和技巧，确保信息收集的全面性和准确性。
Telephone follow-up: As the main method of follow-up, it is suitable for the majority of customers. The follow-up personnel should prepare a list of questions in advance, pay attention to the tone and skills of communication, and ensure the comprehensiveness and accuracy of information collection.
上门回访：对于大型企业客户、重点项目客户或出现复杂技术问题的客户，安排售后技术工程师上门回访。上门回访时，工程师应携带必要的检测设备，对设备进行全面检查，现场解决客户问题。
Door to door follow-up: For large corporate clients, key project clients, or clients with complex technical issues, arrange for after-sales technical engineers to conduct on-site follow-up visits. When conducting on-site follow-up visits, engineers should bring necessary testing equipment to conduct a comprehensive inspection of the equipment and solve customer problems on site.
在线问卷回访：通过电子邮件、微信公众号等渠道向客户发送在线问卷，收集客户对产品和服务的评价。在线问卷应简洁明了，设置合理的问题类型和选项，方便客户填写。
Online questionnaire return visit: send online questionnaires to customers through email, WeChat official account and other channels to collect customers' comments on products and services. Online questionnaires should be concise and clear, with reasonable question types and options to facilitate customer filling.
（5）回访内容Follow up content
产品使用情况：了解设备运行是否稳定，是否出现异常噪音、发热、漏电等问题；询问客户对设备性能、操作便利性的评价。
Product usage status: Understand whether the equipment operates stably and whether there are any abnormal noise, overheating, leakage or other issues; Ask the customer for their evaluation of the equipment's performance and operational convenience.
安装服务质量：评估安装过程是否规范、高效，安装人员是否提供了必要的技术指导和培训。
Installation service quality: Evaluate whether the installation process is standardized and efficient, and whether the installers have provided necessary technical guidance and training.
售后支持满意度：调查客户对售后响应速度、维修服务质量、零配件供应及时性的满意度。
After-sales support satisfaction: Investigate customers' satisfaction with the speed of after-sales response, the quality of maintenance services, and the timeliness of spare parts supply.
客户需求挖掘：了解客户是否有设备升级、扩容、改造的需求，以及对定期维护服务的意向。
Customer demand mining: Understand whether the customer has the need for equipment upgrade, expansion, or renovation, as well as the intention for regular maintenance services.
（6）回访流程Follow-up visit process
回访准备：回访人员提前查阅客户档案，了解客户基本信息、购买产品型号、安装时间等，准备好回访所需的问题清单和记录表格。
Follow-up visit preparation: The follow-up visit personnel should review the customer's file in advance to understand the customer's basic information, purchased product model, installation time, etc., and prepare the list of questions and record forms required for the follow-up visit.
回访实施：按照预定的回访方式和时间，与客户取得联系。向客户表明身份和回访目的，按照问题清单依次提问，认真倾听客户反馈，详细记录客户意见和建议。
Follow-up implementation: Contact the customer in accordance with the prearranged follow-up method and time. State your identity and the purpose of the follow-up visit to the customer, ask questions in sequence according to the problem list, listen carefully to the customer's feedback, and record the customer's opinions and suggestions in detail.
问题处理：对于客户提出的问题和需求，回访人员应及时给予解答和回应。对于能够当场解决的问题，立即提供解决方案；对于无法当场解决的问题，记录问题详情，转交相关部门处理，并向客户承诺处理期限。
Problem handling: For the questions and needs raised by customers, the follow-up personnel should provide timely answers and responses. Provide immediate solutions for problems that can be solved on the spot; For problems that cannot be solved on the spot, record the details of the problem, forward it to the relevant department for handling, and promise the customer a deadline for handling.
回访总结：回访结束后，回访人员对回访内容进行整理和分析，撰写回访报告。报告应包括客户反馈的主要问题、解决方案、处理进度、客户满意度评价等内容。将回访报告提交给上级领导和相关部门，作为服务质量改进和业务决策的依据。
Follow up summary: After the follow-up is completed, the personnel will organize and analyze the content of the follow-up and write a follow-up report. The report should include the main issues raised by customers, solutions, progress of handling, customer satisfaction evaluation, and other related content. Submit the follow-up report to the superior leaders and relevant departments as the basis for improving service quality and making business decisions.
（7）保证措施guarantee measures
1）建立客户反馈渠道：通过电话、邮件、网络、短信等途径与客户建立反馈渠道，让客户能够及时向企业反馈问题、建议和意见。
Establish customer feedback channels: Establish feedback channels with customers through telephone, email, internet, SMS, and other channels, so that customers can provide timely feedback on issues, suggestions, and opinions to the enterprise.
2）及时回复客户：在客户反馈信息后第一时间进行回复，表达对客户的关注和感激之情，并进行必要的解释和处理。
Timely response to customers: Respond to customer feedback information as soon as possible, express concern and gratitude towards the customer, and provide necessary explanations and handling.
3）建立客户档案：建立客户档案，记录客户的基本信息、反馈内容、处理情况和满意度等，以便管理和分析。
Establish customer profiles: Establish customer profiles to record basic information, feedback content, processing status, and satisfaction of customers for management and analysis purposes.
4）定期回访客户：通过电话、邮件、短信等方式定期回访客户，了解客户的满意度和需求，并提供必要的服务和支持。
Regular Follow up with Customers: Conduct regular follow ups with customers through phone calls, emails, text messages, and other means to understand their satisfaction and needs, and provide necessary services and support.
5）提高服务水平：加强员工培训，提高服务意识和专业技能，不断改善服务体验，满足客户需求。
Improve service level: Strengthen employee training, enhance service awareness and professional skills, continuously improve service experience, and meet customer needs.
6）处理客户投诉：建立客户投诉处理机制，及时处理客户投诉，解决问题，消除客户不满情绪，提升客户满意度。
Handling customer complaints: Establish a customer complaint handling mechanism, promptly address customer complaints, solve problems, eliminate customer dissatisfaction, and enhance customer satisfaction.
通过上述回访管理措施，不断提高客户满意度，增强客户忠诚度，提高品牌价值，实现可持续发展目标。
By implementing the aforementioned follow-up management measures, we aim to continuously improve customer satisfaction, enhance customer loyalty, increase brand value, and achieve sustainable development goals.
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