T/HOMETEX 44-2024 Bedding After-sales Service Standards

Scope

Main technical content: The after-sales services provided by the service content should generally include the following: — Consultation: Answer and record customer inquiries promptly, and provide a response when unable to provide a clear answer to the customer. When temporarily unable to provide a clear answer to the customer, the customer should be informed of the feedback response time in a timely manner, and no unverified information should be provided to the customer. For questions that cannot be answered or reasonable suggestions provided by the customer, records should be made promptly and feedback should be reported in a timely manner. — Guidance: Guide customers on the correct use of products and daily use and maintenance precautions; — Return and exchange: Provide customers with return, exchange, and repair services in accordance with the requirements of the Three-Pack Service; — Repair: For customers with repair needs that do not meet the requirements of the Three-Pack Service, provide corresponding repair services; — Maintenance: If the enterprise explicitly provides related maintenance services, provide corresponding maintenance services according to the customer's needs; — Wash and care: If the enterprise explicitly provides wash and care services, provide corresponding wash and care services according to the customer's needs.

Development Information

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