n. channels to communicate with customers, such as official telephone, email, WeChat, WhatsApp, Info mail-
relevant services. Installation Manual. box, LinkedIn, etc. In order to grasp customers' feedback on products and services, the company regularly
visits customers to inquire about the use of products and conducts customer satisfaction surveys to form an
analysis report. Among them, the satisfaction survey covers the quality of products, services, timeliness, and
The Company prioritizes customer service training by conducting internal sessions for its personnel and provid- reliability of goods delivery, etc., aiming to understand customers' demands in all aspects.
ing external training for distributors. This year, it organized numerous online and offline training activities that
covered business operations, products, and policies, which included 12 customer service training sessions and
8 offline distributor training programs, with full participation from all customer service staff in the annual ser-
vice-relatedtraining. 96.11 In2024,theHQandeachbaseofZNSHINEhaveanaveragecustomersatisfactionscoreof points。
ComplaintHandling FollowingResponsibleProcurement
ZNSHINEplaceshighpriorityoncustomercomplaints,establishinginstitutionalprocessessuchastheCustomerCom- ZNSHINEmaintainsaresponsibleprocurementphilosophythatfocusesonensuringastablesupplyofhigh-qual-
plaint Handling Management Regulations and Customer Complaint Resolution Procedures to address grievances. ity raw materials while promoting sustainable development throughout the supply chain. This is accomplished
Aiming to "reduce customer complaints annually and strive for zero complaints", the company thoroughly identifies by implementing a rigorous supplier management system, standardizing procurement processes, prioritizing
andanalyzescomplaints,implementingeffectivetrackingtopreventrecurrenceofissues. suppliersustainability,mitigatingmarketrisks,andencouragingcollaborativeinnovationwithsuppliers.
Forcriticalcustomerconcerns,thequalitydepartmentpromptlyinitiatescontainmentactions,includingquarantining
non-conforming products, isolating suspected inventory, re-inspections, enhanced monitoring of similar in-produc- SupplierManagement
tionitems,andnotifyingaffectedclientstopreventlosses.Inbulksub-qualityproducts,thecompanyimmediatelydis-
patches personnel to isolate and sort non-compliant products on-site, assisting clients with resolution. This year, the Thecompanyhasestablishedacomprehensiveandrigorousfull-cyclesuppliermanagementsystem,coveringpro-
companyachieveda100%complaintresponserate,guaranteeinginitialcontactwithin12workinghours,preliminary cesses such as supplier investigation, qualification, and audits. This year, it continued implementing the Supplier
rootcauseanalysiswithintwoworkingdays,andinitialsolutionsorcorrectiveactionswithinsevenworkingdays. Development and Management Procedures and optimized management mechanisms like the Supplier Compre-
hensiveEvaluationForm.Theseeffortsfurtherrefineddepartmentalresponsibilities,sampleassessments,andbulk
verificationprotocolsandstandardizedtheentireprocessofsupplierdevelopment,selection,evaluation,approval
AccountableMarketing ofqualifiedsuppliers,andongoingmanagement.
The company adheres to the Advertising Law of the People's Republic of China. It has established a responsible
marketing framework, including guidelines such as the ZNSHINE Marketing Resource Download Guidelines, ZN-
SHINE Webinar Planning Guidelines, and Trade Exhibition Planning Guidelines. These documents provide clear
operational standards and procedural guidance for the internal marketing team while fostering a transparent and
fair marketing environment for partn
查看PDF原文
