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Foreword

Call center instruction manual is used to assist authorized JAC distributors to establish and manage call center. Make improvements accordingly by end-users' feedback obtained from call center so as to improve customer satisfaction and loyalty.

The manual introduces principles to setup call center, organization, work flow, JAC call center introduction and current procedure to handle overseas complaint.

Service hotline system that based on call center could provide customers high quality service with support of excellent customer service system, which will lay foundations for JAC and distributors' long term development.

In case of any discrepancies between the manual and the after-sales service agreement, the after-sales service agreement shall prevail.

If necessary, JAC will reserve the right to alter any content of this manual at any time without prior notice to authorized distributors.

The modification to the implement conditions,procedure and policy hereof will be issued to authorized distributors in the form of service bulletins.

JAC reserves the final right to interpret the manual.

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Content
Chapter I: Setup Principles...................................................................................................	1
Section I: Functions and Significance.............................................................................	1
Section II: Strategic Planning..........................................................................................	2
Section III: System Build.................................................................................................	3
Chapter II: Organization........................................................................................................	5
Section I: Organizational Structure.................................................................................	5
Section II: Post Responsibilities......................................................................................	5
Section III: Post Requirements.......................................................................................	7
Chapter III: Work Flow..........................................................................................................	9
Section I: Inbound Procedure.........................................................................................	9
Section II: Job order Handle Procedure........................................................................	13
Section III: Follow Up Procedure..................................................................................	16
Chapter IV: JAC Call Center Introduction...........................................................................	18
Section I: Staff Service Standards................................................................................	18
Section II: Call Advisory................................................................................................	21
Section III: Job order Treatment...................................................................................	22
Section IV: Meeting System..........................................................................................	23
Chapter V: JAC Overseas Complaint Handle Procedure...................................................	25
Section I: Complaints Channels....................................................................................	25
Section II: Complaints Classification.............................................................................	25
Section III: Complaints handling process......................................................................	26
Section IV: Complaints handling time limit....................................................................	27

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Chapter I Setup Principles

Section I: Functions and Significance

By integrating computer and communication technology, call center is an operation place which can automatically and flexibly handle a variety of inbound and outbound telephone calls.

Call center is a service organization composed of a number of service personnel in a relatively concentrated area and usually deals with customer's consult and inquiries by computuer communication technology. Taking telephone consultation as an example, call center is capable of dealing with a large number of telephone calls at the same time with calling identity delivery, distribute incoming calls to appropriate staff who has corresponding skills to handle, record and store all communication information. A typical customer service oriented call center could call in and call out. When dealng with customer consult, inquiry or complaint, call center could do outbound operations like make a follow- up call or do customer satisfaction survey.

“Customer oriented operation, service-driven performance” is JAC operation philosophy. This not only requires JAC but also JAC distributors to focus on end users’ needs, identify and satisfy user’s real and core requirements. Call center is the most effective channel to hear customer’s feedback and is the best way to realize JAC operation philosophy.

For end users, call center provides them the platform to communicate with distributors. Through call center they could feedback their requirements, complain or put forward personal opinions and suggestions. Distributors could collect customer feedback and deal with it timely so as to build customer confidence in distributors and improve loyalty to JAC brand.

For distribuors, call center could identify potential customers by their inquiries and consulation and then increase sales. Customer's suggestions, especially complaints, could offer distributors directions to improve. By solving customer problems timely, improving customer satisfaction and analyzing customer complaints comprehensively, distributors could find out the problems existing in sals and service dealers. If being solved by taking effective measures, distributors could improve its dealers sale and service capability. This is also an important proof for distributor to evaluate dealers operation level. At the same time, call center is able to organize customer care activities like make a follow-up call so as to improve their satisfaction and loyalty.

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after-sale service type (mainly provide after-sale technology support and spare parts service), telephone marketing type (mainly organize customer care activities, return customer telephone visit or make satisfaction surveys) or outsourcing type (outsource your businesses to professional third party call centers).

Because auto industry has characteris of large quantity of spare parts, high degree of specialization and involving a wide range of different industries, its call center system construction has different focuses to other industries. Auto products consultation requires constructing knowledge base, including auto specifications, function introduction, price and warranty policies. Auto fault reporting requires professional training to staff. Customer care requires establishing and managing customer files, designing satisfaction survey questionnaire. If outsourcing, it is needed to consider how to choose right service providers and how to coordinate relationship between each other.

iii. Technology planning

Technology planning is to realize the requirements specified in customer strategy and business strategy by technology, such as access planning (consider if to access all or some of phone, fax, message, email or vide), outbound automatically or manually, necessity of network call center, centralism construction or decentralized construction and so on.

Section III: System Building

After strategy planning, call center system build requirements could be rapidly confirmed. Requirements of call center could be considered from following four aspects:

（1） Access and exchange processing system

In this section, it should focus on processing requirements of customer inbound, outbound and call transfer, analyzing different accesses of telephone, fax, message, email, letter or video, analyzing customer demand and transit the data to business management system and at the same time accepting exchange requirements from business management system, managing and allocating telephone exchange resources, voice resources, fax resources and phone agent resources to queue and exchange calls.

（2） Business management system

This part focuses on processing logic of all business applied and their dispatch requirements, consider provide application of all aspects of business to customer-service system users, and exchange with database and external systems through communication service agent.

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（3） Data storage, processing and analysis system

This part focuses on the need for storage of most of the important data in the system and processing these data by database layer. It normally includes two subsystems of data storage and processing subsystem and data analysis center.

（4） Network and security management system

This part focuses on network performance management, network configuration management, system security, data backup and recovery and system disaster management.

Considering its high specialty, it is recommended to choose a professional call center service provider. Generally speaking, when system build requirements are confirmed, it is time to invite tenders and compare all system providers’ plan and quotation comprehensively through tender process.

In order to make full use of call center system and save cost, collect data first by current service capability so as to determine the scale of call center system.

In general, we need to collect following data first:

•average phone calls daily (A)

•average processing time of each phone call (B)

•whether there is a call peak

Agents quantity is calculated per following formula：

	A * B	* peak coefficient（1.5～2）= agentquantityrequired
	Effective working time

In general, per their different business skill levels, every call center agent could accepte 50 to 80 incoming calls and 20-40 outbound track during the daytime.

At the same time, call center agent quantity could be continuously optimized by vehicle ownership analysis, local customer call habits, inbound traffic volumn, outbound tasks and agent work efficiency.

By now, call center prototype has been presented. In the following, through adjusting organization structure, establish business procedure and optimize service regulation, a new call center could be put into use, combine company business management system with customers so as to enhance brand image and service quality.

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Be responsible to make a follow-up call and other customer care business per outbound procedure and standard, collect and record all outbound information.

Be responsible to report to quality control agent the problems that customer complains during follow-up call, who will coordinate inbound agents to follow up or distribute job order per the priority of the complaint.

Business secrets and customer data contacted in the course of work should be kept strictly as confidential.

Be responsible to attend work meeting, share work experience and knowledge, report problems in the course of work to superior.

Abide by all company regulations and working procedures strictly.

Attend all trainings and assessments per company arrangements.

Obey immediate superior's working arrangements and management.

Communicate and cooperate with colleague actively, learn from each other and help each other to improve work performance.

Be responsible to put forward suggestions to optimize call center system.

3. Quality control agent

Be responsible to carry out quality inspection per inbound and outbound procedure and standards.

Be responsible to supervise and follow up customer service department and all dealers to reply to job orders per job order reply standard.

Be responsible to monitor or check in random all agents calls simultaneously, monitor job order transfer, guide and evaluate service quality of inbound and outbound agents.

Be responsible to monitor and evaluate work quality and efficiency of all agents, determine and carry out optimizing measures when necessary.

Be responsible to guide and provide help to improve agents’ service quality and guarantee smooth implementation of daily operation.

Be responsible to deal with complaints from agents and complicated consultation from customers.

Be responsible to gain feedback actively and put forward optimization suggestions related to execution efficiency to management agent.

Be responsible to summarize all agents’ quality inspection situation and score their performance of this section.

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Be responsible to put forward suggestions to optimize call center system.

4. Management agent

Management agent is the manager of call center. Be responsible to monitor and optimize operation quality of call center and other management work.

Be responsible to plan, mange and control the operation of call center so as to achieve best performance with lowest cost through most effective mthods.

Be responsible to coordinate and deal with all problems during operation process and put forward improving plans.

Be responsible to optimize all work regulations and guarantee their execution quality.

Be responsible to random check all agents working situation, guide and evaluate agents' service quality independently.

Be responsible to provide work site for call center, manage and improve office system.

Be responsible to coordinate the relationship between call center and other departments, call meetings to adjust procedure and service contents so as to guarantee that customer needs are fully valued.

Be responsible to plan and carry out daily work, determine future plan and work direction of call center.

Section III: Post Requirements 1.Pre-job training

Basic quality training: thourgh basic quality control training course such as customer service concept. Telephone communication skills, make staff understand company general situation and business development, identify with company culture and service concepte, master necessary service skills and work skills, cultivate students' positive working attitude and initiative so as to be qualified to service customers.

Skills that new employees must grasp are as following： 1、Telephone etiquette and communication standards 2、Call center system operation

3、Product warranty policy and claim procedure

4、How to classify information recorded in brief

5、How to handle and respond to customer complaint

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6、Product configuration and price

7、How to fill complaining job order and its score criteria

8、Call transfer procedure for inbound calls related to other business 9、Performance evaluation standards and procedures

10、How to record briefly and its score standard

Business knowledge and skills training: carry out trainings covering development and present situation of call center, how to create satisfied customer, telephone communication skills, complaint handling skills, service etiquette, communication skills, record fill standards and so on in order make employees master business knowledge and operation skills and be qualified for the work.

2. On the job training

Business knowledge training: based on the problems during service process, timely enhance customer service representative's service consciousness, improve service skills and solve outstanding business problems.

New business training: timely update business knowledge, strengthen and consolidate new business soas to provide customers with timely and accurate service.

Service skills training: if any individual has anything not clear during service process, make intensive training irregularly.

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Chapter III Work Flow

Section I: Inbound Procedure

According to communication content, inbound calls are classified to business consultation, potential purchase, fault repair, complain, emergency rescure, others (contact information change, call to praise etc.) and non-business calls.

1. Business consultation

when telephone call is answered, agents should reply customer's questios per related documents or business knowledge.

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If customers are cosulting issues related to purchase or fault repair, guide them to contact dealers themselves and provide contact information of the service station. In case there is no service station locally, ask customer to hang up and wait and inform him that customer service department will request dealers to contact with him later.

Regarding general trouble-shooting or technical consultation, if it cannot be answered immediately, guide customers to contact and consult dealers actively. If customer is not willing to do, ask him to hang up and wait and inform him to call back within 15 minutes. Consult related department immediately after hang up and call customer back to tell him the result.

If customer is requesting update of his complaint, check if there is update or final result in the record and reply customer accordingly. If there is no update, tell customer that company internally is dealing with his complaint proactively and it will take a certain period of time and ask customer to wait patiently.

If customer is consulting issues related to purchase vehicles, fault repair, spare parts availability or spare parts and so on, reply customer on line per knowledge base.

2. Potential purchase

If customer is calling to purchase a vehicle, learn to judge if this customer wants to buy after communicating with him for minutes and how strong is his desire.

For customer who has clear intention and is consulting price of specific model with specific configuration, reply them patiently and recommend appropriate model. Provide contact information of dealers and guide him proactively to contact with dealers.

For customer whoes intention is clear but is hesitant among several models, recommend appropriate model per customer demands and acceptable price. Provide contact information of dealers and guide him proactively to contact with dealers.

For customer whose intention tobuy is not clear and is not clear about JAC vehicle models but indeed has intention to buy, generally introduce all series of JAC vehicles that matching his demands and the price range. If customer continues to consult, ask him if he needs contact information of dealers or ask customer to hang up and wait for dealers to contact with him actively.

For customers without obvious intention and are comparing prices between different brands, reply him price of the model he is consulting per knowledge base and briefly introduce advantages, characteristics and selling points of the model.

3. Fault repair

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Fault repair means that customer is simply giving feedback on his vehicle fault, consult how to repair and is not complaining. In general, customer has not come to service station to repair. Provide contact information of the service station and guide customer to come to service station to repair actively. In case the failure is severe and customer is quite emotional, appease him and ask him to wait for a while. Ask service dealers to contact with the customer proactively after hang up.

Record in detail what the failure is and where the customer is located so as to avaoild customer complaint if missing important information.

4. Complaint

Customer complaint means that customer is not satisfying with product quality or service and has put forward objection, protest, claim or require solving his problems.

If customer is calling to complain, it means that he has already communicated with dealers but still has dispute with each other. In this case, do not guide customer to contact with dealers again and record all problems he feedback without any question. On the phone, believe that all the customer feedback is true to let customer feel that we are considering for him and are solving his problems actively. At the same time, tell customer that per internal working procedure, we will contact with dealers to check. After hang up, contact with dealers and customer service department to verify the problems that customer feedback and record all parties’ opinions no matter that they are conflict with each other. Do not evaluate personally and record personal subjective opinion in the record.

When the record is completed, distribute job order and let dealers and customer service department to deal with it directly. Reply customers per job order reply standard. Call center agent is only in charge of passing problems. Deals and service department are responsible party to solve the problem. Never take other’s responsibility. Record with detailed and clear information, pass information quick and accurate, track and reply customer timely are the basic responsibility of call center agents.

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5. Emergency rescue

Emergency rescue means to try best to take corresponding measures rapidly to minimum customer’s lost when the vehicle presented failure during running.

After receiving an emergency call from customer, consult in detail what the fault is and where he is. If the customer’s location has risk of accident, ask customer to take security measures immediately. Contact with the nearest dealer after hang up, provide customer contact information and request them to contact customer and solve his problem

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immediately. make a follow-up call half an hour later, consult if the problem is solved or provided with solution.

Section II: Job order Handle Procedure

1.completeness of job order reply：

1)Responsible person and time. (when, which dealer, who, name of the responsible person. If this information is not provided, the job order is still considered as open. Return it to submit again)

2)Detailed processing procedure and results. (How the job order is solved, such as

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what parts are replaced or communicated with whom? If this information is not provided, the job order is still considered as open. Return it to submit again)

3)Verifying person and time. Someone in management department must verify the handling procedure and result. Department leader is responsible for the result. When reply job order, name of the person who and when verified the result must be provided. Content of the reply is considered as confirmed by department leader. (Who, name of the person, in service department and when verified and approved the result. If this information is not provided, the job order is still considered as open. Return it to submit again.)

4)If customer accepts this result. (If this information is not provided, the job order is still considered as open. Return it to submit again.)

5)Whether can make a follow-up call and what agents need to pay special attention. (In special cases, close job order mandatorily by applications. If this information is not provided, the job order is still considered as open. Return it to submit again.)

6)Special events that applied not to make a follow-up call or mandatory filed. Contact information of the person who directly handled this case and call center temporary reply standard must be provided. (Who, name of the person, in the department directly handled the case, how to reply if customer call again. If this information is not provided, the job order is still considered as open. Return it to submit again.)

2.Not accepted job order

1)Incomplete, such as simply reply “done”, including handle procedure and whether the customer accepts the result.

2)Not final result, such as reply “already contacted”, “xx is on the way”, “recommend making a follow-up call XXX days later”.

3)Results that not reply customer’s questions directly, such as reply “this is company management problem and recommend XX department to deal with it”, “already report to XX department”.

4)Deny customer’s requirement directly without communication, such as reply “not supply this kind of spare parts”, “this vehicle cannot be licensed already”.

5)Help manufacturer to explain and reply is not related to customer complaint, such as customer complained that attitude of service man is bad and was abused, reply excuses such as “XXX spare parts of this customer’s vehicle is out of warranty”.

6)Reply is only processing procedure but not final result, such as reply “XX spare parts will be available the day after tomorrow”, “provide customer quality certificate XX

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days later”, “already negotiated with customer”, “under process of handling”.

3. Job order closure standard：

Close normally: problem is solved normally and closed to file.

Failed to make a follow-up call: make a follow-up call once a day for 3 continuous days but still cannot be connected, including customer is out of service, hang up or power off. Then the job order could be closed directly and filed.

Make a follow-up call but customer is not satisfied: record reasons why the customer is not satisfied, determine if the problem is not handled by manufacturer, problem is not solved or customer personal reasons, such that customer is not cooperating (not willing to come to service station) or has extra requirements. If it is manufacturer’s problem, return the job order and request responsible person to handle it again. If it is customer personal reasons and under circumstance that customer’s problem is solved, explain further to appease customer and then close job order and file.

Mandatory closure: job orders that meet following conditions could apply to close mandatorily.

1)It is proved that the problem is caused by customer personal reasons (need to make a follow-up call to confirm).

2)Vehicle fault is solved but it indeed cannot get customer satisfied (need to make a follow-up call to confirm).

3)Enter legal process or needed by risk control, cannot have final result in short time (skip follow-up call and close)

Remark: job orders that applied for mandatory close still needs to meet job order reply standard and indicate clearly “apply for mandatory close”.

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Section III: Follow Up Procedure

Follow-up call mainly includes customer care (customer file random check), satisfaction survey, service campaign, job order follow-up call and other temporary tasks.

1. Customer care

Customer care is to care about customer’s needs at right time. Improve customer satisfaction and brand loyalty continuously by operating customer care activities so as to gain more customers and enhance brand influence.

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Customer care mainly include thank customers for purchasing JAC vehicles, after-sale service introduction, maintenance interval introduction, customer care after maintenance, birthday greetings, important festival greetings, weather change alert and so on.

2. Satisfaction survey

Auto after sale service satisfaction survey is to evaluate quantitatively current after- sale service quality so as to improve customer satisfaction and brand loyalty by improving the key factors accordingly.

Because of the large content in satisfaction survey questionnaire, normally it is requested to confirm with customers in advance if he has time to do the survey. At the same time, provide some gifts or discount to improve customer’s enthusiasm to participate in the survey.

3. Service campaign

It’s fact that regularly carrying out a series of customer service or marketing activities could not only attract potential customers to sales shops to experience products and promote vehicle sales, but also attract customers whose vehicle are within warranty period to service shops to experience service and build customer confidence and brand loyalty.

For loyal customers, provide one-on-one professional service and actively introduce special services such as auto accessories, special maintenance and so on. For potential customers, introduce promotion activities first and invite customers to dealers to experience. For lost customers, introduce free services provided by service stations and emphasis the necessities and advantages of professional service.

4. Job order follow-up call

Regarding job orders that already replied, call customer back to consult if dealers has contacted with him, if his problem is solved, if he is satisfactory with the result. If customer is not satisfied, record the reasons and distribute the job order again to service station or service department to re-process.

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Chapter IV JAC Call Center Introduction

JAC 400 service hotline established in September 2010 with 53 agents at present and is the platform for customers to communicate with manufacturer directly. This call center let the company understand customers’ use feelings and problems timely and effectively and collect customers’ suggestions within 7*24 hours.

Call center system has function modules of customer information sharing, 24h job order management system and hourly report, daily report, weekly report, monthly report. Business is separated to inbound business and outbound business. Inbound business includes business consultation, emergency rescue, complain, suggestions and others. Outbound business includes customer care, satisfaction survey, follow-up call and so on. For complaint, call center has setup key indicators such as follow-up call after half an hour and 24 hour, 24 hour close rate, 48 hour close rate and 72 hour close rate.

Section I: Staff Service Standards

1. Standard service terms

Basic terms: “please, good morning/afternoon/evening, thank you, sorry, goodbye”.

Opening remarks: “good morning, this is JAC customer service center. What can I do for you?”

When customer’s voice is low on the phone: “I’m sorry sir/Madam. Would you repeat it?

Terms of address: “you, sir, madam”

Terms of greeting: “good morning/afternoon/evening, and so on”

Terms of apology: “excuse me; please hold on, Sorry to trouble you, sorry to keep you waiting, and so on”

Terms of gratitude: “Thank you for your reminding, thank you for your suggestions, and so on”

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Thank you and answer: “you are welcome; it doesn’t matter, not at all, and so on”

Terms of query: “Is there anything else I can do for you?”

Back after check: “thank you for your patience.”

Concluding remarks: “thank you for your calling. Goodbye. Wish you have a good day. Goodbye.”

In case phone is connected but silent: “Hello, your phone has been connected. Please speak. (Repeat and if it is still silent) please call again later. Thank you for your calling. Goodbye.”

In case customer calls wrong phone number: “Sorry, this is JAC customer service center. Please verify and call again later. Thank you for your calling. Goodbye.”

In case customer’s questions cannot be answered immediately: “Sorry, please leave your contact number. We will reply to you as soon as possible, ok?”

In case customer has encountered service problems: “I understand how you feel and I will try my best to help you, ok? Please trust me/our company.”

In case of repeating customer’s questions: “so what you are saying is..? / do you mean that..?”

When customer complains about company employee: “We are very sorry for the troubles caused by our mistake. We will verify and feedback the result to you within 24hours, ok?"

When customer put forwards suggestions: "Thank you for your suggestions. They are very helpful to our work. We hope that in the future you will support us as usual and provide more valuable suggestions."

Ask customer before hang off: "what else can I do for you?"

Record requirements: using official language. Content is simple but clear. Record content should include "5W1H".

Who

When

Where

What

Why

How

2. Service taboo

Avoid professional knowledge is not comprehensive: "I don't know/understand. I'm not

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clear." As company service window, our task is to help customers solving problems. Therefore, familiar with our products is the basic occupation literacy of each agent. It is absolutely now allowed to say words like "I don't know" "I'm not clear". If indeed don't know the answer, ask customer to leave contact number and reply him later after checking.

Avoid negative words: "No, cannot order, impossible, no way". As service industry should continue to satisfy customer's reasonable requirements. If the requirement cannot be satisfied due to certain reasons, should explain to the customer and provide other options.

Avoid uncertain answers: "Maybe, probably, perhaps". Customers need accurate information. Ambiguous words will only reduce customer's trust in us.

Avoid simple terms: when have to refuse customers, avoid not apologizing first or forgetting basic courtesy language. These are all the basic qualities to communicate with others. as a serviceman, it should be firmly bear in mind so as to cultivate good professional habits.

Avoid impatience: if customer inquired for long time and has lots of questions, be patient and answer his questions skillfully.

Avoid interrupting customer's questions: do not interrupt customer's question is the basic politeness so as not to influence customer's thoughts and communication effectiveness.

Don't talk through your hat: do not promise customer without any proof. Promise less but offer more.

Avoid emotional control: when customer's attitude is bad, do not reply with impoliteness. An agent must have good capability to control emotions so as to calm customers by our good service attitude.

3. Service attitude

Sitting upright, polite, smile, neither humble nor pushy, neither conceited nor rash, listen patiently and guide actively.

Pronunciation is clear and standard. Tone is soft and sweet. Appropriately control the rhythm of expression.

Volume should be appropriate per customer’s feelings. Neither too loud nor too light Speak slowly to make you understood.

Service terms should be standard and applied strictly and avoid service taboo.

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Consider from customer’s point of view and let him feel your sincere service by kind and friendly attitude.

Keep calm. Regardless of how the customer’s attitude, customer service agent should always control his own emotions and maintain peace of mind.

Answer customer’s questions warmly and thoughtfully. It will never be allowed to be rude or impatient to customers. And it is not allowed to refuse customers easily. Whatever an agent cannot solve should report to superior or related department. Make apology first when have to refuse customer’s requests.

a) Service skills

Determine customer complaint: identify customer’s needs fast and accurately so as to make clear customer’s intention. Repeat the customer’s feedback. Abandon all negative thoughts you have: do not worry that it is a difficult customer to handle from the moment you answered the phone. These negative thoughts will only upset you. Abandon all negative thoughts and understand that every customer is calling for your help.

Control initiative of the conversation: guide customer correctly during communication and get needed information as soon as possible.

Professional proficiency: master business knowledge during the process of communication and search for related information correctly and quickly could help to better solve customer’s problems.

Easy to understand: explanation should be easy for customer to understand.

Answer: make corresponding answer to customer’s question, never make irrelevant answer. Reply to different individuals with different communication skills. Pay attention to observe and accumulate experiences in daily work.

Section II: Call Advisory

1.Call advisory format：

Example： Consult content：

Event process：Consult the price of XX model (require specific model)

customer requirements：get the price information of XX model

processing result：Provide customer with reference price of 35,000 to 50,000RMB quoted by XX dealer and the contact information of the dealer.

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2. Follow up and reply

All outbound connections need to be followed up. And each problem only follows up once.

0.5H customer follow up: if customer called and informed that he is not willing to contact with service shops himself or not satisfied with the treatment result of service shop and requires JAC to help him to contact with the service shop and deal with his problem, service center will call service shop proactively to arrange service car or contact with customer firstly. For this kind of inbound calling, call center needs to follow up 0.5h later and should keep the record. If customer feedback that service shops did not contact with him so far while follow up, call center will directly contact with service department and request them to arrange the service. In this case, there is no need to follow up customer again 0.5h later and record that service shop does not subject to call center assignment.

Section III: Job order Treatment

1. job order filling format：

Example：

Event process：Customer called at 6.6/11:20 and feedback that transmission 3rd gear

of his vehicle is broken. Contacted with XX service shop 5 times but still cannot be solved. Service shop cannot find out the fault reasons.

customer requirement：Replace transmission assembly

Call center ： 6.6/11:25 call light duty truck service shop XXX, telephone number

138XXXXXX and 6.6/11:30 call light duty truck company service department XXX, telephone number 6229XXX and request service manager to follow up.

2. Timeliness of job order reply

1)Contact with customer proactively within 0.5h after the job order is distributed to inform customer that JAC has attached great importance to his problems.

2)Reply job order processing progress within 24h after the job order is distributed.

3)In principle, it should not take more than 7 days to close the job order. Report progress every 2 days until it is closed.

Section IV: Meeting System

Through strict implementation of work meeting system to find out and solve all problems existing in work timely, communicate and study from each other to improve together. Improve regular work meeting efficiency and increase service level gradually.

1. Morning conference

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Time：Every morning

Participants：Agents on duty and quality inspection agents

Host：Quality inspection agent

Content: release operation data yesterday: inbound situation, outbound situation, job order situation, job order close rate, quality issues and management problems that focused on and other important events. Discuss questions that agents are not sure about the answer. Share new problems and emphasis on key problems and their response plan. Explain on things that agents should pay attention to and response skills.

2.Weekly meeting Time：Every Friday

Participants ： Inbound and outbound agents, quality inspection agents and

management agents Host：Quality inspection agent

Content: release operation data this week: inbound situation, outbound situation, job order situation, job order close rate, quality issues and management problems that focused on and other important events in this week. conclude progress on management, training and business operations this week and point out problems existed and put forward suggestions or opinions. Discuss work arrangements next week.

3. Monthly Meeting

Time：Once every month at the beginning of the month

Participants：Inbound and outbound agents, quality inspection agent, management agents, company leader in charge of call center

Host：Quality inspection agent

Content: release monthly operation data: inbound situation, outbound situation, job order situation, job order close rate, quality issues and management problems that focused on and other important events last month. Conclude operation performance of all works last month and the problems existed in the work. Sum up all problems left by previous month, newly added problems and highlighted problems and their completion status. Transit relevant instructions and new policies of the company. Confirm working objectives, tasks and arrangements this month.

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Chapter V JAC international complaints handle procedure

Section I: Complaints channels

E-mail：jac.vip@jac.com.cn

Website：Http://jacen.jac.com.cn/

Tel：+86-551-62293333

For the convenience of communication and record, e-mail and website is recommended.

Section II: Complaints classification

	Complaints
	classification		Complaints classification
	By degree	By contents
		Performance	The optimization suggestion on the product technology, performance,
			configuration, reasonable advice like adding some configuration, improving the
		improve
			performance.
		After-sales	The improvement suggestion on the business operation, product or service
	Suggestion	service	quality and spare parts, including service network location, spare parts supply,
			service mode, warranty regulation, etc.
			The dissatisfaction from the customers because of misunderstanding on JAC’s
		Others	related policy (including product specifications, service policy sales policy and
			logistics policy etc.) or other reasons. The opinions or complaints with no
			subject.
			The first time complaint or claim because the order dealing, delivery period,
		Service	after-sales service technology, spare parts support, software accuracy, KD
			parts accuracy, product improvement period, brand construction support,
		quality
			affairs service attitude and work behavior can’t satisfy the customer’s
	Category C
			requirements.
		Product	The first time complaint, question or claim because the delivered product
		quality	quality of appearance or interior can’t satisfy the customer’s requirements.
			The second time or repeatedly times complaints or claims on one same
		Service	problem because the order dealing, delivery period, after-sales service
			technology, spare parts support, software accuracy, KD parts accuracy,
		quality
			product improvement period, brand construction support, affairs service
	Category B
			attitude and work behavior can’t satisfy the customer’s requirements.
		Product	The second time or repeatedly times complaints or claims on one same
		quality	problem because the delivered product quality of appearance or interior can’t
			satisfy the customer’s requirements.
		Product/	Without final reasons analysis, the issue may has got serious media threat or
			significant exposure; The issue is possibly or has been investigated by the
	Category A	Service
		quality	government (like security accident without causality, fire etc.)

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Section III: Complaints handling process

1.Receive: JAC investigates the information of customer and incident, confirms and records the complaint, classifies the complaint and fills in “ JAC CLIENTS COMPLAINT TABLE”;

2.Transfer: for complaint B or C, JAC will send “ JAC CLIENTS COMPLAINT TABLE” and original emails to service manager or director and copy to general manager; for

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complaint A, JAC will send suggestions and the job order to service manager, director and general manager;

3.Handle: the distributors should sign after receiving the job order, reply to the customer and work out solutions within prescribed period. If the problem can’t be replied immediately or can’t be solved right now, the distributor should promptly inform the customer and JAC of the reason;

4.Feedback: the distributor should inform the customer and JAC of the solution within prescribed period after finish it, fill the related information in “ JAC CLIENTS COMPLAINT TABLE” and send to JAC. The information should include the affirmation of fact, corrective measures and preventive measures.

5.Follow-up: JAC will make a follow-up call/email to customer according to the type and result of the complaint after the complaint handling is finished, verify the result and customer satisfaction, record the information in “ JAC CLIENTS COMPLAINT TABLE”. Follow-up could be operated in terms of emails, phone calls and field visit. There is no need to follow up the suggestions.

6.Close: if the customer is satisfied with the solution or result, the complaint could be closed; if the customer refuse to comment, JAC will confirm the situation with distributor and close the complaint;

7.Archive: make sure the content of “ JAC CLIENTS COMPLAINT TABLE” is completed, organize and archive the customer complaint information, establish account and save the files related to complaints;

8.Re-handle: if customer does not accept the solution or is not satisfied with the result during the follow-up, JAC will discuss and analyze the problem. If the problem need to be solved again, JAC will fill in “ JAC CLIENTS COMPLAINT TABLE” and send it with original complaint table to distributor;

9.Assessment: customer complaints closing rate will be considered as important assess indicator of excellent distributor selection in JAC annual distributor conference each year.

Section IV: Complaints handling time limit

1.for the suggestions submitted by customer in different ways, JAC will send to distributor in 1 working days, distributor will reply customer within prescribed period; for the

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specific problem feedback or complaints of different levels, JAC will fill in “ JAC CLIENTS COMPLAINT TABLE” and send to distributor.

2.for the suggestion, distributor should reply customer in 4 hours after receiving the job order and the solution or measures should be replied to the customer in 1 working day.

3.for the complaint of category C, distributor should reply customer in 4 hours after receiving the job order and the solution or measures should be replied to the customer in 4 working days.

4.for the complaint of category B, distributor should reply customer in 8 hours after receiving the job order and the solution or measures should be replied to the customer in 6 working days.

5.for the complaint of category A, distributor should reply customer promptly after receiving the job order and report to general manager or service director. The solution or measures should be approved by general manager or service director and replied to the customer in 9 working days.

6.all the levels of complaints should be replied, solved and closed within prescribed period according to the job orders sent by JAC. For the suggestions, if there is no response or specific requirement after communicating with customer, distributor could close the issue.

7.if distributor cannot finish the procedure within prescribed period, distributor should inform JAC of the reason and explain to customer.

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附：JAC 海外客户投诉表

JAC CLIENTS COMPLAINT TABLE

信息编号 NO。：		总号 GENERAL NO。：				接收日期 ACCEPTANCE DATE：
		受理 ACCEPTANCE
国家				客户姓名
CONUTRY				CLIENT NAME
投诉人				投诉人联系方式
COMPLAINANT				COMPLAINANT CONTACT
投诉类别				投诉渠道
COMPLAINTS
				COMPLAINTS CHANNEL
CATEGORY
投诉类型	Marked with “√”or“Y”:
		服务质量 SERVICE QUALITY		（ ）		产品质量 PRODUCTS QUALITY		（	）
COMPLAINTS
		外观包装 APPEARANCE PACKAGE （ ）				客户建议 CLIENT SUGGESTIONS （				）
TYPE
		无主题 NO SUBJECT		（ ）
涉及产品型号
RELATED
PRODUCT
MODELS
投诉内容（附图
片）
COMPLAINT
CONTENTS
（IMAGES）
投诉要求
COMPLAINT
REQUIREMENTS
接收人意见			接收部门				转办日期
RECIPIENT			RECEIVING				FORWARD
VIEWS			DEPARTMENT				DATE
处理责任人						处理责任部门
RESPONSIBILIT						RESPONSIBILITY
Y OF HANDLING						OF HANDLING
PERSON						DEPARTMENT

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处理 HANDLING

解决方案或措施
（可附件）
SOLUTION
（IF ANNEX）
	原因分析
	CAUSE
纠正预防措施	ANALYSIS
CORRECTING
AND	纠正/预防措施
PREVENTING
	CORRECTING
MEASURES
	AND
	PREVENTING
	MEASURES
	责任人		计划完成时间
			PLANNED
	RESPONSIBILI
			COMPLETION
	TY PERSON
			TIME
实施情况	验证人		实际完成时间
			ACTUAL
PROGRESS	VERIFICATION
			COMPLETION
STATUS	PERSON
			TIME
			闭环情况
	回访评价情况		（是/否）
	ASSESSMENT		CLOSED LOOP
			（YES OR NO）
是否延期及延期时
间、原因
POSTPONING
AND
DATE/REASON

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