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GB/T 34432-2017 English PDF

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GB/T 34432-2017: Fundamental terminology of after-sales service
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PDF similar to GB/T 34432-2017


Standard similar to GB/T 34432-2017

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Basic data

Standard ID GB/T 34432-2017 (GB/T34432-2017)
Description (Translated English) Fundamental terminology of after-sales service
Sector / Industry National Standard (Recommended)
Classification of Chinese Standard A12
Classification of International Standard 03.080
Word Count Estimation 14,169
Date of Issue 2017-10-14
Date of Implementation 2018-05-01
Issuing agency(ies) General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China

GB/T 34432-2017: Fundamental terminology of after-sales service

---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Fundamental terminology of after-sales service ICS 03.080 A12 National Standards of People's Republic of China After-sales service basic terms 2017-10-14 Published 2018-05-01 implementation General Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China China National Standardization Administration released Directory Foreword Ⅲ 1 Scope 1 2 basic terms 1 3 service element terminology 1 3.1 Service Provider 1 3.2 Service Environment 1 3.3 service personnel 2 3.4 service documents 2 4 Terms of service 2 5 Terms of Service 3 5.1 Basic Services 3 5.2 extend service 4 6 Quality of Service Terminology 4 6.1 Service Time Limit 4 6.2 Service Evaluation 4 Reference 5 Index 6

Foreword

This standard was drafted in accordance with the rules given in GB/T 1.1-2009. This standard by the National Service Standardization Technical Committee (SAC/TC264) and focal point. This standard was drafted. China National Institute of Standardization. The main drafters of this standard. Yang Shuo, Guo Runxia, Zhang Yuchen, Cao Lili, Li Han, Zeng Yi, Hou Fei, Wan Fu Jun, Wang Dongsheng, Cheng Yonghong. After-sales service basic terms

1 Scope

This standard defines the basic terms involved in service, service element terminology, terms of service terms, service terms and service quality Quantitative terms. This standard applies to the field of after-sales service.

2 basic terms

2.1 After-salesservice After the sale of goods, to meet the needs of customers to provide a series of activities and measures. Note 1. Includes intangible products. Note 2. Modify GB/T 16784-2008, the definition 2.1. 2.2 After-salesservicenetwork To achieve consulting, distribution, installation, maintenance and other service content information network.

3 service element terminology

3.1 service provider 3.1.1 Service provider after-salesserviceprovider After-sales service (2.1) manufacturers, vendors and their agents. 3.1.2 Independent after-sales service agency independentafter-salesagency To provide after-sales service (2.1) of the specialized agencies, personnel for the manufacturers, directly under the management of manufacturers. Note. If a brand in a local office under the service agencies that are independent after-sales service agencies. 3.1.3 Non-independent after-sales service agency non-independentafter-salesagency Authorized agents set up the after-sales agency, personnel management by the agency company. 3.2 service environment 3.2.1 Call center calcentre Responsible for receiving customer call information agencies. 3.2.2 After-sales service outlets after-salesservicepoint Directly for the customer to provide after-sales service (2.1) manufacturers authorized service agencies.

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