Commitment to a 48-Hour Problem Resolution Loop
The Hansheng after-sales service team promises that, from the moment the customer formally initiates an after-sales issue (including repair requests, inquiries, complaints, maintenance suggestions, etc.), we will complete the diagnosis and resolution loop within 48 hours, ensuring that the customer's concerns are substantively addressed without occurrences of "delayed processing," "repeated communication," or "responsibility shirking." The 48-hour timeframe refers to natural hours, covering weekdays, holidays, and nighttime, achieving uninterrupted response at all times, truly embodying "when the customer has a need, we respond; when the customer has a problem, we implement a solution."
For urgent issues (such as those affecting normal business operations, involving safety hazards, or related to significant property loss), we will activate a priority channel, initiate a response within 10 minutes, and complete emergency handling within 24 hours, balancing timeliness and service quality while minimizing customer loss.
Implement standardized processes
In order to ensure the implementation of the 48-hour commitment, Hansheng has built a full-process standardized response system of "receiving-classification-assignment-processing-feedback-review", and the responsibility of each link is specific to the person, the time limit is clear, and the process is smooth, efficient and controllable, the specific process is as follows:
Reception of appeals: multi-channel coverage, no omission in information collection
Hansheng has opened diversified after-sales demand reception channels, including 7×24-hour Chinese, British, Japanese, South Korean and Cantonese appeal initiation scenarios to ensure that customers can quickly submit after-sales requirements no matter which country they are in and which way they are in. When receiving the request, the customer service staff will accurately record the customer's basic information, product/service-related details, problem description, urgency and other core content to ensure that the information is complete and lay the foundation for follow-up processing.
01
Classification and grading: precise positioning, allocation according to urgency
After receiving a request, the customer service team will complete problem classification and grading within 15 minutes. Combining the problem type (product malfunction, operation and maintenance needs, consultation and suggestions, complaints and feedback, etc.) with the urgency level (urgent, high priority, standard priority), the team quickly matches the appropriate handling resources. Urgent issues are directly assigned to a special task force led by the Technical Director, while high-priority and standard-priority issues are assigned to professional engineers in the relevant fields, ensuring that specialists handle specialized tasks and improving both the efficiency and accuracy of problem resolution.
02
Assignment and handling: responsibility to specific personnel
After an issue is assigned, the responsible personnel must respond to the order within 30 minutes, determine the handling plan, required resources, and timeline, and proactively inform the customer through their registered contact information of "order received, processing progress, and estimated completion time" to alleviate customer anxiety. For issues requiring cross-department collaboration, an internal rapid response group is established, and relevant departmental personnel confirm participation within 5 minutes and advance processing in sync, breaking down departmental barriers and shortening turnaround time.
03
Result feedback: Timely synchronization, closed-loop confirmation without omission
After the problem is handled, the handler needs to synchronize the processing results and follow-up precautions to the customer within 1 hour to confirm that the customer is satisfied with the processing results. If the processing cannot be completed within 48 hours due to special circumstances, the customer needs to be informed 6 hours in advance, explain the reason for the delay and the new estimated completion time, obtain the customer's understanding, and continue to follow up the progress, synchronizing the latest progress every 24 hours until the problem closes the loop.
04
Review and optimization: summarize and precipitate, and improve service capabilities
Daily statistics on after-sales work order processing data, including 48-hour closed-loop rate, customer satisfaction, reasons for overtime work orders, etc., hold weekly review meetings to analyze common problems such as overtime cases and customer feedback, optimize the processing process, supplement resource allocation, improve the training system, continuously improve response efficiency and service quality, ensure the stability and sustainability of 48-hour commitments, and continuously optimize customer experience.
05
Support System: Multi-dimensional Support Ensuring Commitments Are Effectively Implemented
To ensure that the 48-hour problem resolution commitment is not merely a formality, Hansheng has built a comprehensive support system from four dimensions: personnel, resources, technology, and management, providing solid backing for a rapid response mechanism, so that every customer request can be effectively addressed:
(1) Personnel Support: Professional Team, Efficient Performance
A after-sales service team composed of experienced engineers and professional customer service personnel has been assembled. All staff undergo strict professional training and scenario exercises, mastering various product/service troubleshooting, maintenance, and problem-handling skills, with strong communication and emergency response capabilities. At the same time, a routine training and assessment mechanism is established, incorporating "48-hour closure rate," "customer satisfaction," and "first response timeliness" into monthly evaluations, and setting up incentive mechanisms to stimulate team motivation, ensuring professional and efficient service.
(2) Resource Support: Global Network, Localized Response
Hansheng has established a global service network in over 50 countries across Asia, North America, South America, Oceania, Europe, and Africa. Relying on the online service system, dedicated service personnel can be quickly matched based on the customer's location, efficiently handling issues remotely, greatly shortening service response time, and effectively solving the pain points of "long service distance and delayed response," especially for customers in remote or distant areas.