GB/T 34432-2017Fundamental terminology of after-sales service (English PDF)

GB/T 34432-2017 is the English-translated version of 售后服务基本术语.

GB/T 34432-2017 is a terminology standard for after-sales service. Clause 1 states that it defines the basic terms of service, service element terminology, terms of service, service terms and service quality terms, and that it applies to the field of after-sales service.

The index runs from clause 2, "basic terms", through clause 3, "service element terminology", divided into service provider, service environment, service personnel and service documents, then clause 4, "Terms of service", clause 5, "Terms of Service", divided into "Basic Services" and "extend service", and clause 6, "Quality of Service Terminology", divided into "Service Time Limit" and "Service Evaluation"; it closes with a list of references and an index.

Clause 2 defines after-sales service as the series of activities and measures provided after goods are sold in order to meet customer needs, with a note that intangible products are included and a note that the definition modifies definition 2.1 of GB/T 16784-2008, and it also defines the after-sales service network as the information network for service content such as consulting, distribution, installation and maintenance.

Clause 3 then names the kinds of service provider, which are the manufacturers, vendors and their agents, the independent after-sales service agency and the non-independent after-sales service agency set up by an authorized agent with its personnel managed by the agency company, and it begins on the service environment with the call centre, the body responsible for receiving customer call information, and the after-sales service outlet, a manufacturer-authorized service agency that serves the customer directly.

The draft breaks off inside that subclause, so the terms of clauses 4 to 6 are not shown. The standard carries ICS 03.080 and Chinese classification A12, was drafted by the China National Institute of Standardization and is kept by the National Service Standardization Technical Committee (SAC/TC264). It was issued on 14 October 2017 and has applied since 1 May 2018.

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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.

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