客戶服務細節流程（家居裝飾事業部）
Customer service detail process (home decoration Division)
一、客戶確定翡冷翠裝飾公司為装修委托候選對象，到公司市場部对接委托事宜；
二、業務經理接待，面談後安排一名設計師與客戶詳細溝通；
三、客戶初步確立翡冷翠裝飾公司為其裝修，確定設計師，交納量房服務費。如客戶選擇高級別設計師或設計部門，需簽訂設計協議，交納相應設計費；
四、約定時問，設計師和客戶現場量房；
五、依據量房結果，一周內設計師提交初步設計方案；
六、客戶與設計師對方案進行認真討論，直至客戶對方案滿意；
七、客戶與公司簽訂正式施工合同，而後設計師提交全套設計圖紙；
八、客戶可選擇我公司的簽約材料供應合作商提供的材料完成代購服務，并簽訂代購合同；
九、簽訂合同後兩日內，客戶到公司財務部交納工程首期款項；
十、工程部接到合同兩日內，為客戶確立工長、現場負責人并及時通報客戶、設計師。工程部同時通知質檢部，由質檢部安排質檢員對該工程進行全程質量監控；
十一、設計師與客戶約定時問，由設計師組織現場技衛交底，客戶、設計師、工長、現場負責人要到場；
十二、施工隊配合客戶辦理各種物業手續，并由客戶交納各種費用；
十三、施工開始，工程按施工進度表進行。設計師、工長至少每周和客戶認真溝通一次，發現問題應及時到現場解決。工程部質檢員不定期的巡查工地，及時解決問題；
十四、材料進場，須客戶、質檢員檢驗確認後方可使用；隱蔽工程竣工，須客戶驗收合格後方可使用，檢驗時客戶、質檢員、現場負責人必須到場；
十五、工程進行到中期，客戶、工長要進行一次中期預結算，客戶應按合同及時交納工程中期款。客戶、工長、設計師、質檢員對工程進行階段驗收和小結；
十六、工程竣工前一周，工程部質檢員依據公司標準對該項工程進行預驗收，驗收合格後通知客戶進行竣工驗收；
十七、工程正式竣工時，客戶、工長、設計師到現場進行驗收。客戶、工長進行工程決算；
十八、工程順利驗收後，客戶應在三日內交納工程尾款，開保修單，填寫工程反馈意見表；
十九、客戶在交納工程尾款後一周內享受一次居室開荒保潔，在三個月內享受一車次搬家服務；
二十、客戶檔案轉入工程部存檔，由工程部負責兩年期保修服務；
二十一、保修期過後，如客戶需要，公司對該工程實行有償服務。
一、The customers confirm feilengcui decoration company as the decoration entrustment object, and go to the company's marketing department to deal with the entrustment matters;
二、Business manager reception, both sides face-to-face communication, arrange a designer to communicate with customers in detail;
三、The client initially determines feilengcui decoration company as the service provider for its decoration, determines the designer, and pays the service fee for the measurement room. If customers choose high-level designers or design departments, they need to sign design agreements and pay corresponding design fees;
四、According to the appointed time, the designer and the client measure the room on site;
五、According to the measurement results, the designer shall submit the preliminary design scheme within one week;
六、The client and designer discuss the scheme carefully until the client is satisfied with the scheme;
七、The client signed a formal construction contract with the company, and then the designer submitted a full set of design drawings;
八、Customers can choose the materials provided by our contracted material supply partners to complete the purchasing service and sign the purchasing contract;
九、Within two days after signing the contract, the customer shall pay the down payment of the project to the financial department of the company;
十、Within two days after receiving the contract, the engineering department shall establish the project manager and on-site person in charge for the customer, and timely inform the customer and designer. At the same time, the engineering department informs the quality inspection department, and the quality inspection department arranges quality inspectors to monitor the whole process of the project;
十一、When the designer and the client agree to ask, the designer shall organize on-site technical and health disclosure, and the client, designer, project manager and on-site person in charge shall be present;
十二、The construction team cooperates with customers to handle all kinds of property procedures, and the customers pay all kinds of fees;
十三、At the beginning of construction, the project shall be carried out according to the construction schedule. Designers and project managers should communicate with customers at least once a week, and solve problems in time. The quality inspector of the engineering department shall inspect the construction site irregularly to solve the problems in time;
十四、The materials can only be used after being inspected and confirmed by customers and quality inspectors; the concealed works can only be used after being accepted by customers after being completed, and the customers, quality inspectors and on-site person in charge must be present during the inspection;
十五、When the project is in the middle stage, the client and the project manager shall make an interim budget and settlement, and the client shall pay the interim payment in time according to the contract. Client, project manager, designer and quality inspector carry out stage acceptance and summary of the project;
十六、One week before the completion of the project, the quality inspector of the engineering department shall carry out the pre acceptance of the project according to the company's standards, and inform the customer of the completion acceptance after passing the acceptance;
十七、When the project is formally completed, the client, project manager and designer shall go to the site for acceptance. The client and project manager make final accounts of the project;
十八、After the successful acceptance of the project, the customer shall pay the balance of the project within three days, issue the warranty form and fill in the feedback form of the project;
十九、Customers can enjoy one-time house cleaning within one week after paying the final payment of the project, and one-time moving service within three months;
二十、The customer files are transferred to the engineering department for archiving, and the engineering department is responsible for the two-year warranty service;
二十一、After the warranty period, if the customer needs, the company will provide paid service for the project.