Description of service items and contents of Shenzhen Xingguangda Jewelry Industry Co., Ltd.

Three guarantees (color, quality and weight) are implemented for the jewelry sold; The ornaments sold can be called again; Measure customers' hands for free; Free cleaning and plastic surgery; Make an appointment; According to the customer's demand, change the jewelry size free of charge; A special hotline for answering customer inquiries; Convenient service measures such as plastic processing of gold and platinum jewelry. Establish and improve the perfect after-sales service system, establish customer files, conduct three after-sales visits every year, summarize customer feedback, classify management, and formulate corresponding rectification measures. 1. Conduct weekly training on consumer elimination and related laws, and establish and improve the system for protecting consumers' legitimate rights and interests.

2. For the quality of gold jewelry, we always adhere to the principle of not testing and not coming to the counter. All the gold and jewels sold are sent to the national testing institutions and the quality testing center of the local Municipal Bureau of Technical Supervision for testing, and can only be sold after passing the test. Confirmed by the quality inspection center, the qualified rate of all gold ornaments in our store is 100%.

3. Based on the service concept of "customer-centered", the service brand of "pure gold gives true feelings" was established, and the service slogan of "pure gold is valuable, sincerity is priceless" was put forward, requiring salespeople to achieve "three firsts", that is, "think of customers before entering the store; Standing at the counter, think of credibility first; When buying and selling goods, quality comes first, and "four things are the same" means "being as active as buying or not buying; Buying is as enthusiastic as returning; Be as patient as picking more and picking less; Buy more and buy less as considerate. "

4. The "Teach You a Trick" consultation service activity was launched, and a series of common sense such as how to use and maintain gold and silver jewelry, how to buy gold and silver jewelry first, how to identify gold and silver jewelry were printed into a book, and relevant consultation telephone numbers were published, which were widely distributed to consumers, and 6,543,800 copies were distributed every year.

5. Establish a customer service department. The general manager of the company will personally accept consumer complaints, so that every consumer can get a satisfactory answer at the first time, and set up a suggestion book and a fair scale in a prominent position. Because the work is in place, no consumer has complained to the relevant departments for many years.

6. Xingguangda Jewelry Company has established the VIP card of Xingguangda Jewelry, the after-sales service system of Xingguangda Jewelry and the standardized service process of Xingguangda Jewelry for consumers in the retail market, including on-site service and return visit service.

7. Under the "three guarantees" of jewelry, the price is deducted from the original price when the new jewelry is replaced, and consumers can at least enjoy the preferential conditions of the original jewelry when they exchange new jewelry. 1, all jewelry products purchased in the head office and branches are guaranteed in quality.

2. If the jewelry is not worn after purchase, it can be exchanged on 10 day if the resale is not affected.

3. All the ornaments bought in the company can be replaced by new ones with the purchase invoice, and the appropriate processing fee will be charged.

4. All jewellery purchased in the company will be cleaned, repaired and polished free of charge within one year, and the maintenance fee will be charged according to the maintenance fee after one year.

5. Jewelry purchased in the company can be renamed or evaluated on site, and the purchased "Starlight" brand jewelry and jade can be evaluated at the jewelry and jade evaluation agency designated by the company for free with the shopping voucher.

If you have any special requirements, the company can customize it for you.

7. The final interpretation right of this commitment belongs to the Head Office. 1. Organize middle and senior managers to participate in online marketing training, unify their understanding of online board houses, and make ideological and psychological preparations for the smooth implementation of the project. After study and training, reflection and summary, and repeated discussions, the construction direction of the project was finally defined: the combination of network board houses and company entity board houses will go hand in hand, and the construction of network board houses will form a beneficial supplement to the company entity board houses, make up for the shortage of face-to-face ordering mode, and realize ordering anytime and anywhere; At the same time, the orders are diverted to alleviate the pressure brought by a large number of orders to the physical board houses. On the progress of the construction of network board houses, the management of the company reached a * * * consensus, and made a long-term plan, implemented one by one, and steadily advanced step by step, and finally formed a situation dominated by network board houses.

2. Sort out and optimize the company's existing business process system to create basic conditions for the smooth progress of the project. The general business process of company receiving orders is: accepting orders → reviewing orders → reviewing orders → tracking orders → contacting customers. Because each link involves a lot of product information, including the color, model, number of pieces, hand size, specifications, sandblasting, printing, gold price, certificate, factory date, stone use and so on. If each link is handled by different personnel, it will bring inconvenience to the handover work, and it will easily lead to omissions, further affecting customer satisfaction. In the long-term practice, Xingguangda has formed the tradition of special personnel to follow up the fixed customer orders. This way is conducive to the board house staff to form long-term contact with the customers they are responsible for, to have a deeper understanding and understanding of the consumption habits of the customers' areas, and to provide quality services to customers in a targeted manner.

Based on this, in the design of the network board room, it is necessary to realize that the order of the network board room enters the management channel of the staff of the entity board room that provides services to customers. The specific process is as follows: after the customer places an order, the backstage management system of the net board room automatically generates an order, and the staff of the net board room preliminarily reviews the order to confirm whether it can meet the customer's requirements; Subsequently, the order will be transmitted to the order management system of the entity board room to generate a formal order, which will be re-examined by the board room staff responsible for the customer ordering business; After confirmation, hand it over to the stone matching department, follow it up in time later, and keep close communication with customers at all times. Because the online order is processed by the background management system and then transferred to the order management system of the entity board house, the process of repeated entry is avoided and the occurrence of errors is reduced. At the same time, the board room staff who are also responsible for their traditional orders are responsible for the customer's orders through the online board room, and the responsible person is clear, which is convenient for customers to communicate in time when problems arise.