After-Sales Service SOP
Comprehensive after-sales service standard operating procedures including退换货流程 (return/exchange processes), complaint escalation, service recovery, and compensation frameworks. Covers policy documentation, workflow design, quality standards, response timeframes, and customer satisfaction measurement for consistent, efficient post-purchase support operations.
| Name | Type | Required | Description |
|---|---|---|---|
| ------ | ------ | ---------- | ------------- |
| business_type | text | Yes | Type of products/services sold |
| return_policy | text | Yes | Current return and exchange policy |
| team_structure | text | Yes | Customer service team organization |
| common_issues | text | Yes | Frequent after-sales scenarios |
| service_standards | text | Yes | Target response and resolution times |
| escalation_matrix | text | No | Current escalation procedures |
| Name | Type | Description |
|---|---|---|
| ------ | ------ | ------------- |
| return_process | text | Step-by-step return/exchange workflow |
| complaint_sop | text | Complaint handling procedures |
| escalation_procedures | text | Clear escalation paths and criteria |
| service_recovery | text | Service failure recovery protocols |
| compensation_matrix | text | Compensation guidelines by scenario |
| quality_standards | text | Service quality metrics and monitoring |
| training_materials | text | CS team training content |
{
"business_type": "Consumer electronics, 30-day return policy",
"return_policy": "30 days unused, 14 days defective exchange",
"team_structure": "Tier 1: 10 agents, Tier 2: 3 specialists, Manager",
"common_issues": "Defective products, wrong items, buyer's remorse",
"service_standards": "First response 2 hours, resolution 24 hours"
}
{
"return_process": "1. Verify eligibility, 2. Issue RMA, 3. Receive item, 4. Process refund",
"complaint_sop": "Acknowledge in 1hr, investigate in 4hrs, resolve in 24hrs",
"escalation_procedures": "Tier 2: >$500 value, Manager: legal threat, repeat complaint",
"service_recovery": "Empower agents to offer up to $50 credit without approval",
"compensation_matrix": "Shipping error: $10 credit, Defective: Full refund + $20 credit",
"quality_standards": "CSAT >85%, First contact resolution >70%, Response time <2hrs",
"training_materials": "Product knowledge, empathy scripts, de-escalation techniques"
}
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