Aftersale Sop

aftersale-sop

Name

After-Sales Service SOP

Description

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.

Input

| 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 |

Output

| 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 |

Example

Input

{
  "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"
}

Output

{
  "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"
}

Input

{
  "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"
}

Output

{
  "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"
}