Professionalism of the maintenance team
Technical training and certification: professional after-sales service team, its maintenance personnel will usually receive professional technical training from office chair manufacturers, familiar with the structure, principle and maintenance methods of various office chairs, and have the relevant technical certification. For example, through the ergonomic office chair maintenance special training, master the seat gas rod, armrest, chair back and other parts of the disassembly and installation technology.
Experience and cases: Experienced maintenance teams can identify and solve problems more quickly and accurately. Ask the supplier how long the maintenance team has been in business and if there are any successful cases of handling complex failures. For example, the problem of structural instability caused by deformation of metal frames of office chairs has been solved.
Spare parts availability
Original accessories: Professional after-sales service will give priority to the use of original accessories for maintenance, to ensure the compatibility and match between the accessories and the office chair, to ensure the performance and quality of the chair after maintenance. Like Herman Miller and other well-known office chair brands, its after-sales service are using original parts.
Spare parts inventory: Adequate spare parts inventory is the guarantee of timely maintenance. It is possible to know whether the supplier has stock of commonly used parts and whether it can provide the required parts in a short time. For example, some large suppliers will stock a variety of models of office chair wheels, gas rods, cushions and other vulnerable parts.
Service process and specification
Standardized process: Professional after-sales service has a standardized process, including customer consultation, problem registration, fault diagnosis, maintenance plan formulation, maintenance implementation, after-sales return visit and other links, each link has a clear operating specification and time node. If required to contact the customer within 24 hours after receiving the maintenance request and arrange on-site diagnosis.
Service records and files: will establish detailed records and files for each service, including customer information, office chair model, fault situation, maintenance content, accessories replacement records, etc., in order to follow-up inquiries and analysis, to provide customers with more accurate services.
Technical support and resources
Technical research and development and update: Professional after-sales service behind the strong technical research and development team support, can timely follow up the office chair industry’s new technology, new materials, to provide customers with product upgrades, maintenance and other aspects of advice and solutions. For example, according to the characteristics of the new material of the office chair, the corresponding cleaning and maintenance methods are provided.
Online resources and tools: will provide a wealth of online resources, such as product manuals, frequently asked questions, maintenance videos, etc., to facilitate customers to solve some simple problems on their own, but also to let customers better understand the products and services.
Service quality supervision and feedback
Internal supervision mechanism: Establish a sound internal supervision mechanism to regularly check and evaluate the service quality of maintenance personnel to ensure that the service meets the standards and customer needs. Such as through the on-site inspection, customer satisfaction survey and other ways to assess the maintenance personnel.
Customer feedback channels: Smooth customer feedback channels, such as telephone, mail, online customer service, etc., to facilitate customers to timely feedback questions and suggestions, and will timely deal with and reply to customer feedback, and constantly improve the quality of service.
Post time: Mar-12-2025