GB/T 18760-2002 消费品售后服务方法与要求

ics03.080.30

A12

r

中华人民共和国国家标准

Gs/T18760-2002

消费品售后服务方法与要求

Methodsandrequirementsofafter-sale

servicesofconsumergoods

2002一06一20发布2003一01一01实施

中华人民共和国

发布

国家质量监督检验检疫总局

GB/T18760-2002

目次

前言···············································································································。……

1范围···············································································································……

2规范性引用文件·······························”·······························································……

3术语和定义·····································································································……

3.1售后服务·····，····························”··································································……

3.2服务网点··········。·························································································……

4总则···········································································································……

5消费品售后服务方法。·········。····。················。··········。········································………‘’·

5.1售后服务部门与售后服务企业的设置···。·············…·…·‘·…““二““““““.’‘““’““””‘”“’“

5.2售后服务网点的设置······························································……’二二‘’二二‘二‘“·二‘“‘

5.3售后服务网点的管理.·”二”·二‘”·’二二‘’二”‘

5.4售后服务网点的物质资源配置······一二‘二‘二‘·‘二‘’‘“”‘””‘”‘”‘”’”‘”’“”””‘”’”‘””“”””

5.5安装、维修资料及零配件的管理·。·························……“·二‘二‘’二二‘二‘“··‘“.‘““二““’‘.‘““’‘‘

5.6管理制度··。·····················。······································，’····、···，，“··.，‘·，、一

5.7服务形象··························。····。··························”··········································……

5.8网点提供服务的项目·······························································……’二’·’二‘二‘“·’二二‘”‘

5.9提供服务的形式············································································