ICS91.100.01 CCSQ04 团 体 标 准 T/FCCI1—2022 建筑卫生陶瓷行业售后服务规范 Specificationforafter-salesserviceofbuildingsanitaryceramicsindustry 2022-02-16发布 2022-02-16实施 佛山市禅城区陶瓷行业协会发布 全国团体标准信息平台 T/FCCI1—2022 Ⅰ目  次 前言.......................................................................................................................................................................Ⅲ 1范围...................................................................................................................................................................1 2规范性引用文件...............................................................................................................................................1 3术语和定义.......................................................................................................................................................1 4基本要求...........................................................................................................................................................2 5服务内容...........................................................................................................................................................3 5.1签订合同前的服务...................................................................................................................................3 5.2产品及服务信息.......................................................................................................................................3 5.3产品配送...................................................................................................................................................3 5.4技术咨询和培训服务...............................................................................................................................3 5.5加工、安装和铺贴服务...........................................................................................................................3 5.6三包服务...................................................................................................................................................4 5.7检测服务...................................................................................................................................................4 5.8产品维护...................................................................................................................................................4 5.9上门服务...................................................................................................................................................4 5.10顾客投诉.................................................................................................................................................5 5.11顾客满意度调查.....................................................................................................................................5 6服务保障...........................................................................................................................................................6 6.1服务网点...................................................................................................................................................6 6.2客服热线...................................................................................................................................................6 6.3物流保障...................................................................................................................................................6 6.4技术支持...................................................................................................................................................6 7服务质量管理...................................................................................................................................................6 7.1组织管理...................................................................................................................................................6 7.2服务人员管理.......................................................................