T/NXXH 076-2024 Chain store after-sales service management specification

Scope

Scope: This document stipulates the management of after-sales service, including customer return and exchange management, customer damage management, and customer complaint handling. This document applies to the process of customer return and exchange in all stores. **Main Technical Content:** 3. **Terms and Definitions**: There are no terms or definitions requiring definition in this document. 4. **Customer Return and Exchange Management**: - Purpose: To standardize the process of customer return and exchange, and improve customer satisfaction. - Principles: All actions should prioritize protecting the company's interests while maximizing customer rights and satisfaction, and maintaining a good market reputation. - Functional Distribution: - 4.3.1: If a customer service manager encounters return and exchange disputes, they should promptly resolve them. - 4.3.2: All staff at the return and exchange counter are responsible for: - Familiarizing themselves with the "Customer Return and Exchange Guidelines". - Correctly filling out customer return and exchange forms and maintaining a record of returns and exchanges. - Maintaining a clean environment and orderly display of returned and exchanged goods. - Communicating with relevant departments. - Process: - Customers present the sales receipt, invoice, and returned/exchanged goods to the return and exchange counter. - Customer service staff determine whether the return or exchange meets the conditions specified in the "Customer Return and Exchange Guidelines". - If eligible, they fill out the "Customer Return and Exchange Form" and stamp it with the "Return" or "Exchange" seal. - The customer signs the form. - The form is handed to the cashier. - Process: The cashier directly handles the return or exchange, enters the return details into the computer, and refunds the customer. - Retain the first

Development Information

Related Standards