Botian sets up four-level tax-controlled service branch in Shanghai: Hisense Group, Botian headquarters service center, district service companies, and subclass service branches.
There is call center in headquarter to provide free before-sales and after-sales consultation. Currently it possesses totally 50 lines with 100% hot line through rate and thus ensures tax-controlled service to operate normally.
Service branches of each borough are placed in the centralized customer group to ensure the available service on the area of semi-diameter being less than 20 kilometers. Different customer amount leads to different scales. At least one customer service staff with technical grade of above 4 for each 100-150 users is available in service branches. No matter how is these branches’ scale, there is at least one service car.
Service Company is located in every district center with an office area of more than 200 square meters , training classroom containing above 30 persons, and 10-20 sets of training computer. When one branch appears service summit or gets some trouble, 2-3 service cars can provide service support and prepare. Every service company has 2-3 technicians obtaining above 3-grade technique class.
Headquarter service center occupies an office area of more than 900 square meters, including the training classroom, and the special ground for operation and service. There are 5 service cars, which can transport technicians and equipment to service company and service scene and provide distribution and service sustain to district service company and service branch. The technicians obtain at least 2-grade certificates, and provide training and technical support for servicemen in service companies and their branches.
Above the 3 levels service branch, Hisense, as the technical supporter and service provider, can provide technical support for service network and service monitoring.
After trained, service staffs still should pass the exam, and get their “Tax-controlled POS Installation and Maintenance Service Certificate” according to the different technical classes. The technical classes can be divided into six grades; the person who get grade 5 and 6 belongs to the practice worker. Service persons should acquire grade 4 certificate to serve customers by themselves. All professional service persons should have more than 2 years of working experience on taxation, and get good reputation among customers on tax involvement services.
