Our Service Motto:
In order to build the after-sales management system with HONEYBEE characteristics, Our philosophy is to provide customers with the warmest Service; Our aim is to pursue the best after-sale service and to show customers the harmony, tenderness and warmth; Our guiding direction is to enhance the HONEYBEE Brand and to improve customer satisfaction.
Our Service Promise
1.After-sale tracking: We will support long-term after-sale tracking service for our HONEYBEE products and make every client to have satisfied products with our warm and considerate service.
2.We have professional technical for installation and maintenance and support free design and installation. According to customers’ requirement and based on our speciality, we will choose suitable installation place for customers. Customers can count on us.
3.Gurantee and maintenance: Support free maintenance within 12 months. After 12 months, we support fee technical service and customers only need pay material fee.
Our Service Management
I. Management System
1.Set up special after-sale service department and positions in the headquaters and authorize local dealers to perform as our local service centres.
2.Service Dept. and dealers are in charge of collecting customers’ feedback, dealing with the complaints and products maintenance.
3.HONEYBEE hold after-sale service traning and product traning from time to time.
4.HONEYBEE set up
i.After-sale service hotline 0400-85867100
II. After-sale Service Staff Work Regulation, Power and Emergency Measure
1. Service Benchmark
(1)First rate service attitude and excellent service quality, enhance company culture and set up good company image.
(2)In time and efficient service, shortest service waiting time.
2. Maintenance Service Regulations
(1)Service staff do service job only after technology training and been proved qualified. HONEYBEE encourage service staff improve their occupatinoal skill by many ways.
(2)Service recording staff should write down in details about customers’ name, address, contacts, products models, purchase date, ect. And make clear of the problems and mulfunctions before hand in the recording to after-sale service center.
(3)After get repair requirements, service staff should evaluate the malfunctions first and send suitable service staff.
(4)If need repair on spot, the service staff should take related repair tools and necessary spare parts. They should wear the uniforms and job card and get in the maintenance work site after get customers’ permission.
(5)Service staff should be honest, careful and devotional. They should not ask extra benefit from customers or damage customers’ facility.
(6)If extra service with charge, service staff should charge directly from the customer and give customer invoice. After back to company, they should hand in the expense to Financial Dept.
(7)If can’t repair on site, service staff should take back the product to company and give customer product withdraw receipt. After back to company, they should register on customers product repair recording book.
3. Emergency meansure
(1) If can’t deal with during repairing process because of spare parts or facility shortage, service staff can report orally, give telephone instuctions or solve by other flexible ways.
(2) If customer need emergency repairing and service staff are not available, after-sale service executive can report to the supervisor and arrange other technician to support.
III.Customers Complaints
（1）Service staff deal with customers consultantcy, complaints and feedback through service hotline, service email and other ways.
（2）Service staff do service job only after technology training and been proved qualified. They should be impolite and do as service regulations. Every customer should not been neglected.
（3）Service receiption staff should record details of every visit, call and mail and transfer to related service staff accrordingly. They should report immediately if any emergency issue.
（4）Company has servel levels of appeal. Customers can complain to the direct person in charge or to the managers.
（5）If the complaint involves products quality and function, it should be transferred to Design and Research Dept.
（6） If the complaint involves package damange, it should be transferred to Warehouse and Transportation Dept.
（7）If the complaint involves bad attitude and irresponsability of sales and service staff, it should be reported to his or her superior and manager.
（8） Staff should support quick and satisfactory answers to every calling, visiting and mail. To valuable complaints and suggestions, service staff should rearrange and transfer to related department.
（9)Improve service and enhance the conception of Customer First. Organize customer service investigation. Customers’ feedback is very important to improve our service methods and service quality.
（10)To customers’ complaints and suggestions, service staff should report immediately to related Depts and inform the customer results.
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