After-sales service

STG Eyewash Station Pre-Sales Service Management Procedure

1 Purpose

To standardize the end-to-end pre-sales service process for Stronger STG eyewash station products, clarify service standards, response mechanisms, and accountability boundaries, precisely align with customer needs, and provide professional product consultation, customized solutions, and equipment selection guidance, thereby ensuring that customers receive comprehensive and efficient support during the procurement decision-making phase, laying a solid foundation for long-term cooperation, and continuously enhancing customer trust and brand recognition, this procedure is hereby established.

 

2 Scope of Application

This procedure applies to pre-sales services for STG-brand eyewash stations (including the main unit and associated components), covering all pre-sales activities such as product consultation, needs assessment, solution customization, equipment selection guidance, provision of relevant certifications, and collaboration negotiations. It involves the company’s sales, technical, and supporting departments, and is intended for all customers who are considering purchasing STG eyewash stations.

 

3 Responsibilities

The Sales Department serves as the lead function for pre-sales services, assuming full responsibility for overall coordination, requirements alignment, communication and progress management, and end-to-end follow-up. The Technical Department provides supporting technical expertise, including requirements analysis, solution design, and interpretation of technical specifications. Relevant support functions, such as the Legal Department and the Finance Department, assist in contract review, quotation calculation, and other related tasks, thereby jointly ensuring the professionalism and efficiency of pre-sales services.

 

4 Pre-sales Service Procedure Requirements

4.1 Consultation Response Service

4.1.1 Establish a dedicated pre-sales consultation hotline and online consultation channels (such as a consultation portal on the official website and an email address), and assign dedicated professional sales consultants to be on duty, ensuring that consultation response times do not exceed 1 hour on business days and are responded to within 24 hours on non-business days.

4.1.2 Sales consultants must have a thorough understanding of core information, including product lines, technical specifications, applicable use cases, and industry standards, and patiently address all customer inquiries regarding product performance, pricing, delivery timelines, certification requirements, and other related matters, providing accurate and professional responses.

4.1.3 Maintain detailed records of customer inquiries and establish inquiry archives to facilitate follow-up and coordination; develop a standardized response manual for frequently asked questions and continuously optimize response efficiency.

 

4.2 Demand Research and Analysis

4.2.1 Sales consultants shall proactively engage with customers and, through on-site visits, telephone conversations, and questionnaire surveys, comprehensively ascertain key information such as the customer’s application scenarios (including workshop environment, media type, and installation location), safety requirements, management requirements, and budgetary constraints.

4.2.2 The Joint Technical Department shall conduct a professional analysis of customer requirements, assess potential customer needs and risk factors, and, in conjunction with relevant national safety standards and industry regulations, provide a basis for the subsequent customization of solutions.

4.2.3 Prepare a requirements research and analysis report, which, upon client confirmation, shall serve as the core basis for solution design to ensure high alignment between the solution and client needs.

 

4.3 Product Scheme Customization

4.3.1 Based on the requirements survey and analysis report, and in conjunction with the product’s technical specifications and performance characteristics, the Technical Department shall tailor a customized eyewash station configuration plan for the customer. The plan shall cover product model, quantity, installation layout, accompanying components, and technical support measures, among other elements.

4.3.2 During the proposal design process, maintain continuous communication with the client, promptly adjust and optimize the details of the proposal, and ensure the client’s full participation in the development of the proposal;

4.3.3 Provide customers with solution interpretation services, thoroughly explaining the rationale, safety, and cost-effectiveness of the solution, addressing any customer inquiries regarding the solution, and offering technical support.

 

4.4 Product Qualification and Selection Guidance

4.4.1 Upon customer request, provide product-related qualification documents (such as production licenses, inspection reports, and certification certificates) free of charge, ensuring that such documents are authentic, valid, and complete.

4.4.2 Based on the customer’s application scenarios, specific requirements, and budget, provide precise product selection recommendations to help the customer choose the most suitable model and supporting solution, thereby preventing improper selection from compromising performance.

4.4.3 Introduce the product’s core advantages, technical highlights, and industry application cases to customers, thereby enhancing their understanding of and confidence in the product.

 

4.5 Cooperation Negotiation and Contract Standardization

4.5.1 Sales consultants shall provide customers with transparent and reasonable quotations based on the customized solution and product pricing standards, clearly detailing the components of the quotation and ensuring there are no hidden fees.

4.5.2 Conduct collaborative negotiations with clients, adhering to the principles of fairness, impartiality, and mutual benefit, to negotiate contract terms (such as delivery schedules, payment methods, quality standards, and after-sales service commitments), while fully respecting clients’ legitimate requests;

4.5.3 After the contract terms have been confirmed by both parties, a standardized contract draft shall be prepared to ensure that the terms are clear and that rights and responsibilities are well defined; the contract shall then be signed following review by the legal department, thereby safeguarding the legitimate rights and interests of both parties.

 

4.6 Pre-service Support

4.6.1 For customers with special installation requirements, arrange for technical personnel to conduct an on-site survey in advance and provide recommendations for installation site planning to ensure that the site meets the product’s installation requirements.

4.6.2 Provide customers with forward-looking guidance on product usage, briefly outlining the key points for product installation, commissioning, and routine maintenance to serve as a reference for their subsequent product acceptance and preparation for operation;

4.6.3 Establish pre-sales service records for customers, meticulously documenting consultation details, requirement information, solution documents, contract terms, and other relevant materials, to provide a solid foundation for seamless integration between in-sales and after-sales services.

 

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STG Eyewash Station After-Sales Service Management Procedure

1 Purpose

To standardize the end-to-end in-sales service process for STG eyewash stations, clarify service standards, implementation guidelines, and inter-departmental collaboration mechanisms, ensure efficient order execution and timely, quality-assured product delivery, provide customers with transparent and professional support throughout the order fulfillment phase, seamlessly align pre-sales commitments with after-sales guarantees, and continuously enhance the customer experience, this procedure is hereby established.

 

2 Scope of Application

This procedure applies to in-sales service for STG-brand eyewash stations (including the main unit and associated components), covering all order fulfillment activities such as order confirmation, production tracking, logistics coordination, on-site preparation, and delivery acceptance. It involves the company’s Sales, Production, Logistics, Technical, and Quality Inspection departments, and is intended for customers who have signed procurement contracts for STG eyewash station products.

 

3 Responsibilities

The Sales Department serves as the coordinating body for in-sales services, responsible for order information synchronization, customer communication and coordination, end-to-end progress tracking, and handling of issue feedback. The Production Department is tasked with organizing production in accordance with contract requirements to ensure product quality and adherence to delivery schedules. The Logistics Department is responsible for developing logistics plans, managing product packaging and transportation, and tracking shipments throughout the transit process. The Technical Department provides on-site preparation guidance and technical support. The Quality Inspection Department conducts pre-shipment quality inspections and acceptance tests to ensure that products meet applicable standards.

 

4 In-sales Service Procedure Requirements

4.1 Order Confirmation and Information Synchronization

4.1.1 Within one business day after the contract is signed, the Sales Department shall compile the order details—including product model, quantity, specifications, delivery schedule, delivery address, and any special requirements—into a standardized order information form and promptly share it with the Production, Logistics, Technical, and Quality Inspection departments.

4.1.2 Upon receipt of order information, all relevant departments shall complete the verification within two business days. If any questions or objections arise, they shall promptly communicate with the Sales Department for confirmation to ensure the accuracy and completeness of the order information.

4.1.3 The Sales Department shall promptly provide customers with order confirmation results, production schedule milestones, and estimated delivery dates, enabling customers to track order progress in real time.

 

4.2 Production Progress Tracking and Quality Control

4.2.1 The Production Department shall formulate a detailed production plan based on order information, specifying the time milestones and quality requirements for each production stage, and shall organize production in strict accordance with the product manufacturing process and testing procedures.

4.2.2 The Sales Department shall designate a dedicated person to track production progress, conduct at least one weekly meeting with the Production Department to review production status, promptly identify and coordinate the resolution of any issues arising during production, and ensure that production proceeds according to plan.

4.2.3 The Quality Inspection Department shall conduct sampling inspections of critical process steps during production and perform comprehensive quality inspections prior to product shipment, issuing a Product Quality Inspection Report to ensure that products comply with relevant national standards and customer technical requirements; nonconforming products are strictly prohibited from leaving the factory.

 

4.3 Logistics Scheme Customization and Execution

4.3.4 The logistics department shall, based on product characteristics, delivery address, and customer requirements, develop tailored, safe, and efficient logistics solutions; select logistics service providers with the requisite qualifications; and clearly define protective requirements throughout the transportation process (e.g., impact protection, moisture protection, corrosion protection, etc.).

4.3.5 Standardize product packaging, clearly label product information, shipping warning symbols, and the delivery address to ensure that the product remains undamaged during transit;

4.3.6 The logistics department shall track the status of shipments in real time and promptly provide the sales department with the waybill number, shipment tracking information, and the estimated delivery time; the sales department shall then notify the customer accordingly. In the event of any abnormalities during transit (such as delays or damage), the logistics department shall promptly coordinate resolution and immediately report the situation to both the sales department and the customer.

 

4.4 On-site Preparation Support

4.4.1 Prior to product delivery, the Technical Department shall provide customers with detailed on-site preparation guidance—such as预留 of water and power interfaces, installation space planning, and foundation requirements—based on the customer’s site conditions and product installation requirements, and shall address any questions the customer may have regarding on-site preparation.

4.4.2 Upon the customer’s request, technical personnel may be dispatched in advance to the site to verify preparatory arrangements and assist the customer in adjusting and optimizing on-site conditions to ensure compliance with product installation and commissioning requirements.

4.4.3 Provide customers in advance with relevant documentation for product installation and commissioning (such as installation instructions and operation manuals) to enable them to familiarize themselves with the relevant procedures ahead of time.

 

4.5 Delivery and Preliminary Acceptance

4.5.1 Upon delivery of the products, the Sales Department shall coordinate with logistics personnel, the customer, and technical staff to conduct on-site handover, verify that the product model, quantity, and specifications match the contract, and inspect the product packaging and appearance for any damage or defects.

4.5.2 Technical personnel shall introduce to the customer the product’s basic structure, installation precautions, and preliminary operating guidelines; assist the customer in conducting the initial product acceptance inspection; complete the Delivery and Acceptance Form; and finalize the delivery upon mutual signature and confirmation.

4.5.3 If, during the delivery process, issues such as shortages in product quantity, discrepancies in model specifications, or damage to the product’s appearance are discovered, the Sales Department shall immediately coordinate with the relevant departments to verify and address the issue, and implement measures such as restocking or replacement to ensure that the customer’s rights and interests are not compromised.

 

4.6 In-sales Communication and Feedback

4.6.1 The Sales Department shall maintain regular communication with customers throughout the entire order fulfillment process, proactively providing updates on order progress, production status, logistics information, and delivery arrangements, and promptly responding to customer inquiries.

4.6.2 Establish an in-sales feedback mechanism to encourage customers to provide comments and suggestions on the order fulfillment process, promptly coordinate and resolve any issues raised by customers, and maintain records of feedback handling.

4.6.3 Upon completion of order delivery, the Sales Department shall conduct a post-sales service review, identify existing issues, and propose corrective measures to provide a basis for optimizing the in-sales service process and enhancing service quality.

 

STG Eyewash Station After-Sales Service Management Procedure

1 Purpose

To standardize the end-to-end after-sales service process for STG eyewash station products, clarify service standards, response mechanisms, and delineate responsibilities, ensure that customers receive professional and efficient support throughout the entire product lifecycle—from installation and commissioning to operation and maintenance—and continuously enhance customer satisfaction, this procedure is hereby established.

 

2 Scope of Application

This procedure applies to after-sales service for STG-brand eyewash stations (including the main unit and associated components), covering all after-sales activities such as technical support, on-site service, consultation response, issue resolution, and follow-up services. It involves the company’s after-sales service department, technical personnel, and cooperating sub-suppliers, and is intended for all customers who have purchased STG eyewash stations.

 

3 Responsibilities

The company has established a dedicated after-sales service department responsible for the comprehensive planning, implementation, and continuous optimization of after-sales support for eyewash station products. Specific responsibilities include coordinating service requests, dispatching technical personnel, managing the service delivery process, and handling customer feedback.

 

4 After-Sales Service Procedure Requirements

4.1 Technical Support Services

4.1.1 Provide customers with free technical support on a long-term basis and offer comprehensive user management solutions tailored to their customer management needs;

4.1.2 The dispatched after-sales technical personnel must be thoroughly familiar with the manufacturing processes and testing procedures for eyewash stations and possess the comprehensive capability to resolve on-site technical issues for customers.

4.1.3 Provide customers with free eyewash station technical training services, covering product installation, commissioning, and maintenance knowledge and hands-on skills.

4.1.4 Conduct regular communication with customers to understand the operational status and potential issues of eyewash stations; provide technical support on-site in accordance with relevant national standards and regulations; and offer professional solution recommendations for new product design concepts proposed by customers.

 

4.2 On-site Service Support

4.2.1 Provide customers with free on-site installation, commissioning, and maintenance guidance services to ensure that the product is put into operation in compliance with relevant standards;

4.2.2 Prior to on-site service, conduct specialized training and safety briefings for operational personnel, provide a full set of personal protective equipment and dedicated tools, and ensure compliance and professionalism in service delivery.

 

4.3 Consultation Response Mechanism

Establish a customer service hotline and assign dedicated staff to answer, with patience, technical inquiries and questions related to on-site installation and commissioning, ensuring timely response and professional support.

 

4.4 Technical Issue Resolution Process

4.4.1 If a eyewash station encounters technical issues at the customer’s site, after-sales service technicians shall promptly conduct analysis and assessment, develop a solution, and provide immediate feedback to the customer;

4.4.2 If an effective solution is not formulated on the first attempt, immediately convene all technical personnel to conduct problem simulation tests and specialized discussions, ensuring that a clear solution and implementation plan are provided to the customer within 48 hours.

 

4.5 Periodic Follow-up Services

4.5.1 Establish customer profiles; throughout the 20-year service life of the eyewash station, maintain regular contact with customers to monitor product usage, inquire about any issues encountered, and provide professional advisory recommendations.

4.5.2 Continuously monitor changes in customer usage needs, proactively align with service requirements, anticipate potential issues in advance, and provide preventive recommendations;

 

4.6 Customer Feedback Management

Establish a dedicated feedback dossier for each customer, meticulously documenting their product usage feedback, any questions raised, the corresponding solutions, and implementation details, thereby creating a closed-loop service process that facilitates traceability and continuous improvement.

 

4.7 Quality Issue Assurance

In the event of quality issues with the eyewash station itself, the company will provide free repair services or replace the relevant components to ensure compliance with customer technical requirements and product usage standards.

 

4.8 Assistance with Non-Entity Issues

For technical issues arising from components other than the eyewash station itself, the company provides free technical solution references and assists customers in resolving these issues, thereby ensuring a seamless user experience.