After-sales Service Plan of Liyang Nanfang Activated Carbon Factory

I. After-sales Service System

Core After-sales Objectives: Deliver rapid response, closed-loop problem solving, long-term follow-up and value-added services. We break the industry drawback of "one-time sales without follow-up services", build long-term customer cooperation loyalty, and realize differentiated service competition advantages.

1.1 24/7 Response Mechanism

We establish multi-channel customer docking channels including a 7×24-hour after-sales hotline, WeChat, email and online customer service.

For conventional technical issues: Provide instant online answers and solutions, with all problems fully closed and resolved on the same day.

1.2 Closed-loop Handling of Quality Problems

We strictly implement the warranty clauses of contracts and provide unconditional closed-loop solutions for all quality-related problems:

Unqualified product indicators or batch quality abnormalities: Provide free unconditional return and replacement services, bear all round-trip logistics costs, and rapidly resupply qualified products without affecting customers’ production progress.

Substandard application effects: The technical team conducts on-site investigation on working conditions, equipment status, operation specifications and carbon material adaptability, and provides free solution optimization, process adjustment and supplementary carbon materials.

Transportation damage or goods shortage: Complete supplementary delivery within 24 hours after verification, with no losses borne by customers.

1.3 Regular Follow-up Visit and Long-term Operation & Maintenance Services

We adopt a hierarchical visit mechanism to provide proactive services and predict potential risks in advance, transforming passive after-sales handling into active operation and maintenance management.

Short-term Follow-up Visit: Conduct two follow-up visits within 3 days and 7 days after goods arrival to confirm product application status and equipment operation conditions, identify operational difficulties, and correct non-standard usage behaviors in a timely manner.

Medium-term Follow-up Visit: Carry out regular monthly visits for long-term cooperative customers, record carbon material consumption, treatment effects and equipment working conditions, and inform customers of the replacement cycle in advance.

Annual Operation & Maintenance Service: Provide free working condition re-inspection and process optimization services for key annual customers, issue annual operation and maintenance reports, and optimize procurement and application schemes for the next year.

1.4 Characteristic Value-added Services

Relying on our factory’s sufficient production capacity and professional technical advantages, we provide exclusive one-stop closed-loop services superior to industry standards.

Waste Carbon Compliant Disposal Service: Provide industrial customers with waste activated carbon recycling, regeneration and compliant hazardous waste disposal services. We solve customers’ pain points of difficult disposal, non-compliant treatment and high processing costs, and form a full-industry-chain service of "new carbon supply – old carbon replacement – waste carbon regeneration".

Inventory Early Warning Service: Establish inventory ledgers for long-term cooperative customers, monitor real-time carbon material stock, and remind customers of replenishment in advance to avoid production shutdown caused by material shortage.

Process Upgrade Service: Provide free product upgrading and process optimization schemes to adapt to the latest environmental protection requirements in response to customers’ upgraded emission standards and changed working conditions.

Emergency Support Service: Launch an emergency supply channel with priority production and urgent delivery when customers encounter emergencies such as sudden environmental rectification, equipment failure and carbon material exhaustion, ensuring stable and normal production of customers.

1.5 Customer Complaint and Problem Review Mechanism

All customer inquiries, complaints and objections are fully registered and filed with clear responsible personnel, processing time limits and targeted solutions, ensuring every issue is properly closed and responded to.

Hold weekly service review meetings to sort out existing problems such as model selection errors, delivery delays and after-sales faults, optimize production, sales and service processes, and prevent the recurrence of similar problems.

II. Service Implementation Guarantee and Assessment Mechanism

To prevent the service system from becoming a mere formality, a three-tier guarantee system consisting of dedicated organization, standardized processes and performance assessment is established to ensure 100% implementation and execution of all service clauses.

2.1 Organizational and Personnel Guarantee

Establish Dedicated Technical Service Department: Equipped with full-time professional technicians responsible for working condition survey, solution design, on-site commissioning and operation & maintenance training, independently undertaking pre-sales technical support, in-sales on-site guidance and after-sales operation and maintenance services.

Arrange Full-time After-sales Customer Service Staff: Specialized personnel are responsible for customer docking, regular follow-up visits, problem registration and progress tracking, eliminating delayed response caused by sales staff concurrently undertaking service work.

Dual-team Customer Service Mechanism (Sales + Technical Staff): A dual-person responsibility system is implemented for all key customers. Sales personnel are in charge of business negotiation and docking, while technical personnel provide full-process technical services, with clear division of rights and responsibilities.

2.2 Process and System Guarantee

Standardized and Documented Full Service Processes: Exclusive standardized forms are applied to all links including working condition research, solution formulation, quality inspection, delivery arrangement, customer follow-up and after-sales problem handling, realizing full-process record keeping and traceability.

Lifelong Customer File Management System: Customer information, working condition data, service records and problem ledgers are permanently archived to sustain long-term cooperative follow-up and avoid repeated communication and confirmation.

2.3 Performance Assessment Guarantee

Service quality is incorporated into the employee performance appraisal system. Key assessment indicators include pre-sales solution accuracy rate, on-time delivery rate, after-sales response efficiency, customer complaint rate and customer satisfaction degree.

A standardized reward and punishment mechanism is implemented. Rewards are granted for zero customer complaints and positive customer feedback. Strict accountability and rectification will be carried out for customer complaints caused by service errors, delayed responses and poor service attitudes.