上海五星级服务认证 GB/T27922-2011售后服务认证模式 发布时间: 2020-02-23 16:02
Shanghai Five Star Service Certification GB / t27922-2011 after sales service certification mode
After sales service certification mode:
a. Open service characteristic test, referred to as mode a
b. Service characteristic test of mystery customers (secret visit), abbreviated as mode B
c. Open service feature detection, referred to as mode C
d. Service characteristic detection of mystery customers (secret visit), referred to as mode D
e. Customer survey (functional perception), referred to as mode e
f. Previous service footprint detection (verification perception), referred to as mode f
g. Service capability confirmation or verification, referred to as mode G
h. Service design review, referred to as mode H
i. Service management audit, referred to as mode I
GB / t27922-2011 the selection of after-sales service certification mode shall analyze the business type, contact mode, characteristic structure and risk status of the specific service to be certified.
It should be noted that the above authentication modes are usually used in combination in service authentication evaluation activities to ensure that evaluation activities cover specific service characteristics and their service delivery and delivery processes.
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