After completing the basic work of telephone return visits, let us learn the standardized service process commonly used for customer repair and maintenance of air compressors, which is divided into nine steps.
1. Return visits to obtain or receive proactive maintenance requests from customers
Through customer return visit records, or customer service specialists’ proactive maintenance requests received by customers, and record relevant information, such as air compressor equipment model, fault description, contact information, purchase time, etc.
The reception specialist should promptly feedback the information to the management department and arrange the corresponding maintenance engineers according to the schedule to ensure that they can handle the task as soon as possible.
2. Online pre-fault diagnosis
After receiving maintenance work instructions, maintenance engineers further confirm the fault situation with customers and make service commitments to help customers reduce stress and anxiety as quickly as possible.
3. Rush to the customer’s site for further diagnosis
Maintenance engineers arrive at the customer’s product use site, use professional equipment and tools to diagnose faults, and analyze the cause and scope of the fault.
4. Determination of maintenance plan
Based on the fault diagnosis results and consultation with the relevant responsible persons of the customer unit, the maintenance engineer determines a practical and detailed maintenance plan, including required materials, maintenance process steps, and time required to complete the service.
Note: The maintenance plan ensures compliance with maintenance standards and customer needs.
5. Implementation of maintenance services
According to the maintenance plan, the maintenance engineer refers to the maintenance work process management rules formulated by the manufacturer, strictly implements them, takes corresponding maintenance measures, and repairs or replaces faulty parts. During the maintenance process, it is necessary to ensure that the operation is standardized, safe and reliable, and the maintenance progress is communicated with customers in a timely manner, and all processes must be informed to customers in a timely manner.
6. Post-completion quality inspection and testing
After the air compressor maintenance is completed, the maintenance engineer should conduct quality inspection and strict testing to ensure that the equipment functions normally, the performance indicators meet the standards, and the working condition is normal. If there are any unqualified items, the maintenance engineer should track the cause of the problem and make corrections in time until the equipment fully meets the quality requirements and customer on-site work requirements.
7. Maintenance records and reports
Maintenance engineers need to accurately record the detailed information of each maintenance, including maintenance date, maintenance content, parts used, etc.
Maintenance records should also include a report on maintenance results, including information such as the cause of the failure, repair method and time spent.
All maintenance records and reports should be kept in a unified database and backed up and archived regularly.
8. Customer satisfaction evaluation & feedback record
After each maintenance service work is completed, feedback will be provided to the customer based on the relevant maintenance records and reports, a customer satisfaction survey will be conducted, and relevant customer opinion information will be recorded and brought back.
9. Internal review and recording memos
After returning, make a timely report on the repair and maintenance service work, make a record memo in the system, and improve the “Customer File”.
Post time: Oct-16-2023