CN116245536A - Self-service after-sale service method, device, equipment and medium - Google Patents
Self-service after-sale service method, device, equipment and medium Download PDFInfo
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Abstract
The invention belongs to the technical field of furniture, and particularly relates to a self-service after-sale service method, a self-service after-sale service device, self-service after-sale service equipment and a self-service after-sale service medium, wherein the self-service after-sale service method comprises the following steps: receiving after-sales service demands submitted by customers, generating after-sales service orders and assigning the after-sales service orders to corresponding maintenance masters; receiving confirmation information and reserved service time of the after-sales service order and order receiving information and generating a service work order; acquiring service details of the service work orders at preset time, and determining after-sales service expense bills corresponding to the service work orders according to the service details; an after-market service fee is paid by the customer based on the after-market service fee bill. The invention provides a self-service after-sale service method, which provides self-service and efficient after-sale service for customers, and the customers pay service fees face to face by independently ordering and master service by merchants, so that the customers directly solve the after-sale problem by themselves, the manpower input of the merchants is greatly reduced, and the after-sale service efficiency of the furniture is improved.
Description
Technical Field
The invention relates to the technical field of furniture, in particular to a self-service after-sale service method, a self-service after-sale service device, self-service after-sale service equipment and self-service after-sale service medium.
Background
Furniture refers to a large class of equipment and facilities necessary for humans to maintain normal life, engage in production practices, and develop social activities. Furniture is innovated along with the continuous development of the steps of the times, and the furniture has various types, various materials, complete varieties and different uses. When the existing furniture is purchased, the existing furniture is usually provided with installation service by a seller, after-sales maintenance service is not provided, after-sales maintenance personnel are required to search for the furniture to maintain the furniture in the later period when the furniture is required to be maintained after-sales, a certain time is required to be spent in such a mode, meanwhile, the time required to be communicated with the maintenance personnel when the furniture is on the surface or on the telephone is required, after-sales efficiency is low, and the furniture is extremely inconvenient.
Therefore, how to improve the after-sales service efficiency of furniture is a problem to be solved at present.
Disclosure of Invention
The invention provides a self-service after-sale service method, a self-service after-sale service device, self-service after-sale service equipment and a self-service after-sale service medium, and aims to improve the after-sale service efficiency of furniture.
To achieve the above object, a first aspect of the present invention proposes a self-service after-sales service method, the method comprising:
receiving after-sales service requirements submitted by customers, wherein the after-sales service requirements comprise after-sales furniture service categories, service types, ordering modes and payment modes;
Generating an after-market service order according to the service category, the service type, the order placing mode and the payment mode, and assigning the after-market service order to a corresponding maintenance master;
receiving confirmation information and reserved service time of the customer for the after-sales service order, acquiring order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information;
acquiring service details of the service work orders at preset time, and determining after-sales service expense bills corresponding to the service work orders according to the service details;
generating a checkout code based on the after-market service fee bill, the checkout code for the customer to pay for the after-market service fee.
Further, the generating an after-market service order according to the service category, the service type, the order placement mode, and the payment mode, and assigning the after-market service order to a corresponding maintenance master, includes:
judging whether the payment mode is a customer self-fee;
if the customer is self-charged, a customer self-charged order template is called, and the service category, the service type and the order placing mode are input into the customer self-charged order template to obtain a customer self-charged order;
Issuing the customer self-fee order to bid and bid, and determining an after-sales service bid of the customer self-fee order and a maintenance master of receiving the order;
and generating an after-sales service order according to the service category, the service type and the after-sales service quotation, and assigning the after-sales service order to the maintenance master.
Further, the acquiring the service details of the service work order at the preset time, and determining the after-sales service expense bill corresponding to the service work order according to the service details includes:
acquiring service details of the service work order, wherein the service details comprise a first picture before furniture maintenance/installation, a second picture after furniture maintenance/installation and an actual service type;
selecting a first target area in the first picture in a frame mode, selecting a second target area in the second picture in a frame mode, comparing the first target area with the second target area, and calculating a difference value between the first target area and the second target area;
comparing the difference value with a preset threshold value, and judging whether the difference value is larger than the preset threshold value or not;
if the difference value is larger than the preset threshold value, judging that the service work order is subjected to service, comparing the actual service type with the service type, and judging whether a new service item exists in the actual service type;
If no newly added service item exists, judging whether the service types are in the warranty period;
and if the service types, the service categories, the order-placing modes and the merchant payments generate after-sales service fee bills of the service work orders.
Further, after determining whether the new service item exists in the actual service type, the method further includes:
if the newly added service items exist, judging whether the newly added service items are in a warranty period;
if the newly added service items are not in the guarantee period, the newly added service items are assessed to obtain price information of the newly added service items;
adding the price information and the after-sales service offer to obtain a second after-sales service offer;
and generating an after-sales service fee bill of the service work order according to the second after-sales service quotation, the service type, the service category, the ordering mode and the customer self-fee.
Further, the determining whether the newly added service items are all within the warranty period further includes:
if the newly added service items are not uniform within the warranty period, dividing the newly added service items to obtain a first newly added service item within the warranty period and a second newly added service item not within the warranty period;
The first newly added service item is assessed to obtain first price information of the first newly added service item, and the second newly added service item is assessed to obtain second price information of the second newly added service item;
adjusting the payment mode of the first newly added service item to merchant payment and generating a first after-sales service fee bill of the service work order according to the service type, the service category, the order mode and the merchant payment; the method comprises the steps of,
generating a second after-sales service fee bill of the service work order according to the second item information, the service type, the service category, the order mode and the customer self-fee;
an after-market service fee bill is obtained based on the first after-market service fee bill and the second after-market service fee bill.
Further, after the determining whether the payment mode is a customer self-fee, the method further includes:
if the service category, the service type and the order placing mode are input into the merchant payment order template, and a merchant self-fee order is obtained;
The merchant self-fare order is assigned to a specific maintenance master set in advance by the merchant.
The application also provides a self-service after-market service device, the device comprising:
the system comprises a receiving module, a service management module and a payment module, wherein the receiving module is used for receiving after-sale service requirements submitted by clients, and the after-sale service requirements comprise after-sale service categories, service types, ordering modes and payment modes of furniture;
an assignment module for generating an after-sales service order according to the service category, the service type, the order placement mode and the payment mode, and assigning the after-sales service order to a corresponding maintenance master;
the generation module is used for receiving the confirmation information of the after-sales service order and the reserved service time of the customer, acquiring the order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information;
the determining module is used for acquiring service details of the service work orders at preset time and determining after-sales service expense bills corresponding to the service work orders according to the service details;
and the sending module is used for generating a collection code based on the after-sales service expense bill, wherein the collection code is used for the client to pay the after-sales service expense by scanning the code.
Further, the determining module includes:
the service details comprise a first picture before furniture maintenance/installation, a second picture after furniture maintenance/installation and an actual service type;
the frame selection unit is used for selecting a first target area in the first picture in a frame mode, selecting a second target area in the second picture in a frame mode, comparing the first target area with the second target area, and calculating a difference value between the first target area and the second target area;
the first comparison unit is used for comparing the difference value with a preset threshold value and judging whether the difference value is larger than the preset threshold value or not;
the second comparison unit is used for judging that the service work order is subjected to service if the difference value is larger than the preset threshold value, comparing the actual service type with the service type, and judging whether a new service item exists in the actual service type;
the second judging unit is used for judging whether the service types are in the guarantee period or not if no newly added service items exist;
and the first adjusting unit is used for adjusting the payment mode into merchant payment if the service type, the service category, the order placing mode and the merchant payment are all within the guarantee period, and generating an after-sale service expense bill of the service work order according to the service type, the service category, the order placing mode and the merchant payment.
The present application also provides a computer device comprising a memory storing a computer program and a processor implementing the steps of the self-service after-market service method of any one of the above when the computer program is executed.
The present application also provides a computer readable storage medium having stored thereon a computer program which when executed by a processor performs the steps of the self-service after-market service method of any of the above.
The beneficial effects are that: in the application, receiving after-sales service requirements submitted by customers, wherein the after-sales service requirements comprise after-sales service categories, service types, ordering modes and payment modes of furniture; generating an after-sales service order according to the service category, the service type, the order placing mode and the payment mode, and directly assigning the after-sales service order to a corresponding maintenance master, omitting a program communicated with a merchant, and being beneficial to improving the efficiency of after-sales service; receiving confirmation information and reserved service time of the customer for the after-sales service order, acquiring order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information; acquiring service details of the service work orders in preset time, and determining after-sales service expense bills corresponding to the service work orders according to the service details, wherein the service expenses in the after-sales service expense bills are determined by actually occurring service items, so that reasonable control of prices is facilitated; and generating a cash register based on the after-sales service expense bill, wherein the cash register is used for the customer to pay the after-sales service expense by scanning the code, the whole service flow does not need the intervention of a merchant, and the merchant can independently order, maintain master to go to the gate for service and the customer pay the service expense for the maintenance master, so that the customer can directly solve the after-sales problem by himself, the manpower input of the merchant is greatly reduced, and the after-sales service efficiency of furniture is improved.
Drawings
FIG. 1 is a flow chart of an embodiment of a self-service after-market method of the present application;
FIG. 2 is a schematic structural diagram of an embodiment of a self-service after-market device according to the present application;
FIG. 3 is a block diagram schematically illustrating the structure of an embodiment of a computer device according to the present application.
The achievement of the objects, functional features and advantages of the present invention will be further described with reference to the accompanying drawings, in conjunction with the embodiments.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application will be further described in detail with reference to the accompanying drawings and examples. It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the present application.
As used herein, the singular forms "a", "an", "the" and "the" are intended to include the plural forms as well, unless expressly stated otherwise, as understood by those skilled in the art. It will be further understood that the terms "comprises" and/or "comprising," when used in this specification, specify the presence of stated features, integers, steps, operations, elements, modules, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, modules, components, and/or groups thereof. It will be understood that when an element is referred to as being "connected" or "coupled" to another element, it can be directly connected or coupled to the other element or intervening elements may also be present. Further, "connected" or "coupled" as used herein may include wirelessly connected or wirelessly coupled. The term "and/or" as used herein includes all or any module and all combination of one or more of the associated listed items.
It will be understood by those skilled in the art that all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs unless defined otherwise. It will be further understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the prior art and will not be interpreted in an idealized or overly formal sense unless expressly so defined herein.
Referring to fig. 1, an embodiment of the present invention provides a self-service after-sale service method, which includes the following steps S1 to S5:
s1: after-market service requirements submitted by customers are received, including after-market furniture service categories, service types, order placement modes, and payment modes.
The customer can initiate after-sales service demands in the order page of the after-sales service in the history order, or initiate the after-sales service demands in the after-sales service platform, and then the merchant places the order according to the after-sales service demands (starts the after-sales service flow), wherein the after-sales service platform provides customer self-fee service (i.e. accepts maintenance orders outside the commodity warranty period) and merchant payment service (i.e. accepts maintenance orders within the commodity warranty period); the after-sales service requirements comprise after-sales service categories, service types, ordering modes and payment modes of furniture, and the service categories comprise various appliance facilities such as lamps, bathrooms, doors and windows and the like; the service types comprise installation, maintenance, measurement, disassembly, cargo return and the like; the order mode is quotation bidding; the payment mode comprises two payment modes of merchant payment and customer self-payment; and the receiving end receives the after-sales service requirement and starts the after-sales service flow.
S2: and generating an after-sales service order according to the service category, the service type, the order placing mode and the payment mode, and assigning the after-sales service order to a corresponding maintenance master.
After receiving after-sales service demands submitted by customers, generating after-sales service orders according to the service categories, the service types, the ordering modes and the payment modes, assigning the after-sales service orders to corresponding maintenance masters, specifically, firstly judging whether the payment modes are customer self-fee payment service fees, if so, calling a customer self-fee payment order template, and entering the service categories, the service types and the ordering modes into the customer self-fee payment order template to obtain customer self-fee orders; the customer self-fee order is issued on the system, bidding is carried out on the customer self-fee order in a public bidding mode, a substantial service price can be obtained for customers, the risk of messy quotation after maintenance master service is effectively reduced, the fund safety of the customers is ensured to a certain extent, and the information of maintenance master accepting the order can be intuitively seen, wherein the information of the maintenance master can comprise but is not limited to the time of practise, the good evaluation rate, the main service type and the like; determining after-sales service quotations and maintenance masters for receiving the customer self-fee orders in a quotation bid-bidding form; and then, generating an after-sales service order according to the service category, the service type and the after-sales service quotation, assigning the after-sales service order to the maintenance master, and reminding the maintenance master of taking the after-sales service order in a message popup form/confirming the after-sales service order.
S3: and receiving confirmation information and reserved service time of the customer for the after-sales service order, acquiring order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information.
After an after-sales service order is generated according to the service category, the service type, the order placing mode and the payment mode, and the after-sales service order is assigned to a corresponding maintenance master, receiving confirmation information and reserved service time of the after-sales service order from a customer, and acquiring order receiving information of the maintenance master, wherein the confirmation information is information that the customer checks the service category, the service type, the order placing mode, the payment mode and the like in the after-sales service order, and confirms whether the information is correct; the reserved time is the time for reserving maintenance master to go to gate service after the client confirms that the information in the order is correct; the order receiving information is information of whether a maintenance master accepts assignment of the order and whether the maintenance master can go to the gate for service; and generating a service work order according to the confirmation information, the reserved service time and the order receiving information.
S4: and acquiring service details of the service work orders at preset time, and determining after-sales service expense bills corresponding to the service work orders according to the service details.
After the service work order is generated, service details of the service work order are obtained at a preset time, wherein the preset time is the time required for completing the service work order, and the time from the time point of generating the service work order to the time point of completing the service of the service work order is cut off, and for the control of the time point of completing the service of the service work order, the final time of uploading a picture after furniture maintenance/installation to a system is taken as the cut-off time through a maintenance master, for example, after the maintenance master completes the maintenance of a bathroom, the picture after the maintenance of the bathroom is taken as 14 pm on 4 days: 00 is uploaded to the system, the service deadline of the service work order (the time point when the service work order finishes the service) is 14 pm on 4 days: 00; the service details of the service work order refer to specific furniture items (such as any one or more of lamps, bathrooms, doors and windows and the like) maintained by a maintenance master in an actual maintenance process, specific service types (particularly any one or more of installation, maintenance, measurement and disassembly), and the like, and after-sales service expense bills corresponding to the service work order are determined according to the service details, wherein the after-sales service expense bills comprise service expenses, actual service types, actual service categories, ordering modes, actual payment modes and the like which are finally paid by clients/merchants.
S5: generating a checkout code based on the after-market service fee bill, the checkout code for the customer to pay for the after-market service fee.
Acquiring service details of the service work orders at preset time, determining after-sale service expense bills corresponding to the service work orders according to the service details, and generating a cash register based on the after-sale service expense bills, wherein the cash register is a two-dimensional cash register, and is used for paying after-sale service expense by a customer through scanning codes. In addition, the payment amount of the payment code supports modification, namely, when the master goes to the gate for maintenance, the final maintenance cost is confirmed through a fault maintenance period and maintenance projects, when the final maintenance cost is different from the initial estimated cost, the master negotiates with a client/merchant, the client/merchant accepts the modification of the cost, the final maintenance cost can be confirmed and submitted to the system, the system carries out approval and modification based on the final maintenance cost to obtain a new after-sale service cost bill, a new payment code with the payment amount adjusted is generated based on the new after-sale service cost bill, and when the master completes after-sale service, the new payment code displayed on a master APP is presented on a service site for the user to pay by scanning the code on site; or, the maintenance master directly adjusts the collection amount according to the final maintenance cost to obtain a new collection code, and after the after-sale service is completed, the new collection code displayed on the master APP is presented on the service site for the user to pay by scanning the code on site.
The embodiment provides a self-service after-sale service method, which is used for receiving after-sale service requirements submitted by clients, wherein the after-sale service requirements comprise furniture after-sale service categories, service types, a ordering mode and a payment mode; generating an after-sales service order according to the service category, the service type, the order placing mode and the payment mode, and directly assigning the after-sales service order to a corresponding maintenance master, omitting a program communicated with a merchant, and being beneficial to improving the efficiency of after-sales service; receiving confirmation information and reserved service time of the customer for the after-sales service order, acquiring order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information; acquiring service details of the service work orders in preset time, and determining after-sales service expense bills corresponding to the service work orders according to the service details, wherein the service expenses in the after-sales service expense bills are determined by actually occurring service items, so that reasonable control of prices is facilitated; and generating a cash register based on the after-sales service expense bill, wherein the cash register is used for the customer to pay the after-sales service expense by scanning the code, the whole service flow does not need the intervention of a merchant, and the merchant can independently order, maintain master to go to the gate for service and the customer pay the service expense for the maintenance master, so that the customer can directly solve the after-sales problem by himself, the manpower input of the merchant is greatly reduced, and the after-sales service efficiency of furniture is improved.
In one embodiment, generating the after-market service order according to the service category, the service type, the order placing mode, and the payment mode, and assigning the after-market service order to a corresponding maintenance master includes:
judging whether the payment mode is a customer self-fee;
if the customer is self-charged, a customer self-charged order template is called, and the service category, the service type and the order placing mode are input into the customer self-charged order template to obtain a customer self-charged order;
issuing the customer self-fee order to bid and bid, and determining an after-sales service bid of the customer self-fee order and a maintenance master of receiving the order;
and generating an after-sales service order according to the service category, the service type and the after-sales service quotation, and assigning the after-sales service order to the maintenance master.
As described above, the payment mode includes two modes of merchant payment and customer self-payment, wherein different payment modes correspond to different order templates, so that in order to determine an order template, the payment mode in the after-sales service requirement is judged, whether the payment mode is the customer self-payment service fee is judged, if the service fee is paid for the customer self-payment, the customer self-payment order template is called, and is a preset unified template, and the unified template standardizes the format of order information and is beneficial to checking the information in the order subsequently; inputting the service category, the service type and the order placing mode into the client self-fee payment order template to obtain a client self-fee order; issuing the customer self-fee order to bid and bid, and determining an after-sale service bid of the customer self-fee order and a maintenance master of receiving the order, wherein the customer self-fee order is bid in a public bid form, so that a substantial service price can be strived for the customer, the risk of messy bid after master service is effectively reduced, and the fund safety of the customer is ensured to a certain extent; and generating an after-sales service order according to the service category, the service type and the after-sales service quotation, and assigning the after-sales service order to the maintenance master, wherein the assigned maintenance master is authenticated in the cooperation platform, has higher service quality guarantee and after-sales rights guarantee, and further improves the acceptance degree and experience sense of the clients.
In one embodiment, the acquiring the service details of the service worksheet at the predetermined time, and determining the after-sales service fee bill corresponding to the service worksheet according to the service details includes:
acquiring service details of the service work order, wherein the service details comprise a first picture before furniture maintenance/installation, a second picture after furniture maintenance/installation and an actual service type;
selecting a first target area in the first picture in a frame mode, selecting a second target area in the second picture in a frame mode, comparing the first target area with the second target area, and calculating a difference value between the first target area and the second target area;
comparing the difference value with a preset threshold value, and judging whether the difference value is larger than the preset threshold value or not;
if the difference value is larger than the preset threshold value, judging that the service work order is subjected to service, comparing the actual service type with the service type, and judging whether a new service item exists in the actual service type;
if no newly added service item exists, judging whether the service types are in the warranty period;
and if the service types, the service categories, the order-placing modes and the merchant payments generate after-sales service fee bills of the service work orders.
As described above, the service details of the service work order are obtained, wherein the service details comprise a first picture before furniture maintenance/installation, a second picture after furniture maintenance/installation and an actual service type, and the actual service type is the type and the category actually processed by a maintenance master when the maintenance master processes the after-sales service order; selecting a first target area of the first picture in a frame mode, selecting a second target area of the second picture in a frame mode, comparing the first target area with the second target area, and calculating a difference value between the first target area and the second target area; in one embodiment, the first picture is a clothes hanger to be maintained, the second picture is a clothes hanger after maintenance, a first picture area in the first picture, in which damage occurs to the clothes hanger, is subjected to frame selection, a second picture area in the second picture, in which the clothes hanger is already maintained, is subjected to frame selection, wherein the first picture area and the second picture area are the same area in different pictures, the first picture area and the second picture area are compared, and a difference value is calculated, wherein the difference value is calculated as any formula capable of realizing difference value calculation, and is not limited in particular, the calculation of the difference value is whether work order service is performed for follow-up checking, namely, whether the difference value is larger than a preset threshold value is judged by comparing the difference value with the preset threshold value; if the difference value is larger than the preset threshold value, judging that the service work order is serviced, judging whether the work order is processed or not based on the difference value and the preset threshold value, and facilitating a service platform to monitor the processing condition of the service work order, avoiding false work orders, namely, the work order is not serviced actually, but the service platform displays that the work order is completed, so that the use experience of a customer is affected; after determining that the service work order has been serviced, comparing the actual service type with the service type, and judging whether a new service item exists in the actual service type; the service type is an initial service type in after-sales service demands submitted by clients, and as a maintenance master may find new problems when maintaining, the service type is required to be increased, and the service price of a newly-added service item is also changed, so that the actual service type is compared with the service type, and whether the newly-added service item exists in the actual service type is judged, the maintenance master and a service platform are convenient to adjust after-sales service quotations in a work order in time, and normal operation of the work order is ensured; if no new service item exists, judging whether the service type is in the warranty period, wherein in the actual life, most customers are not clear of the warranty period of purchased furniture, so that whether the furniture needing after-sales service is in the warranty period cannot be determined, and the maintenance cost paid by the customers in the warranty period is different from the maintenance cost paid by the customers in the warranty period; if not, the after-sales service work order fee is paid by the customer's own fee; and when the service bill is paid by a merchant based on the after-sales service bill cost in the guarantee period, adjusting the payment mode to the service bill payment mode of the merchant, and generating an after-sales service bill of the service bill according to the service type, the service category, the order placing mode and the payment mode of the service bill payment by the merchant.
In one embodiment, after determining whether the new service item exists in the actual service type, the method further includes:
if the newly added service items exist, judging whether the newly added service items are in a warranty period;
if the newly added service items are not in the guarantee period, the newly added service items are assessed to obtain price information of the newly added service items;
adding the price information and the after-sales service offer to obtain a second after-sales service offer;
and generating an after-sales service fee bill of the service work order according to the second after-sales service quotation, the service type, the service category, the ordering mode and the customer self-fee.
As described above, if there is a newly added service item, judging whether the newly added service item is within the warranty period; the new service item is to find a new problem when the maintenance master performs maintenance, so that the service type is required to be increased, and the new service item is increased under the condition of client agreement; if the newly added service items are not in the guarantee period, the newly added service items are assessed to obtain price information of the newly added service items; when the newly added service items are estimated, a preset price list is called, the service price corresponding to each service item is recorded in detail in the price list, the price list is searched according to the item name of the newly added service item, the price information of the newly added service item is obtained, the price information is determined to be different from the form of bidding of a release work order, waiting time is shortened, service efficiency is improved, and the price is not a messy price for a maintenance master, so that the fund safety of customers is ensured to a certain extent; and adding the price information and the after-sales service quotation to obtain a second after-sales service quotation, wherein the second after-sales service quotation is a total after-sales service price paid by a customer, and an after-sales service fee bill of the service work order is generated according to the second after-sales service quotation, the service type, the service category, the order placing mode and the payment mode of the self-payment service fee of the customer.
In one embodiment, the determining whether the newly added service items are all within the warranty period further includes:
if the newly added service items are not uniform within the warranty period, dividing the newly added service items to obtain a first newly added service item within the warranty period and a second newly added service item not within the warranty period;
the first newly added service item is assessed to obtain first price information of the first newly added service item, and the second newly added service item is assessed to obtain second price information of the second newly added service item;
adjusting the payment mode of the first newly added service item to merchant payment and generating a first after-sales service fee bill of the service work order according to the service type, the service category, the order mode and the merchant payment; the method comprises the steps of,
generating a second after-sales service fee bill of the service work order according to the second item information, the service type, the service category, the order mode and the customer self-fee;
an after-market service fee bill is obtained based on the first after-market service fee bill and the second after-market service fee bill.
As described above, when the newly added service items are a plurality of items and the newly added service items are not uniform within the warranty period, the newly added service items are divided, and the newly added service items are divided to distinguish the items requiring the merchant to pay the service fee from the items requiring the customer to pay the service fee, namely, the first newly added service item (the service fee paid by the merchant) within the warranty period and the second newly added service item (the service fee paid by the customer) not within the warranty period are obtained; the first newly added service item is assessed to obtain first price information of the first newly added service item, and the second newly added service item is assessed to obtain second price information of the second newly added service item; adjusting the payment mode of the first newly added service item to merchant payment, and generating a first after-sales service fee bill of the service work order according to the service type, the service category, the ordering mode and the payment mode paid by the merchant, wherein the first after-sales service fee bill is fed back to the merchant, and the merchant pays fees; generating a second after-sales service fee bill of the service work order according to the second item information, the service type, the service category, the order placing mode and the payment mode of the customer self-fee, wherein the second after-sales service fee bill is fed back to the customer, the customer self-fee payment fee is paid, the first after-sales service fee bill and the second after-sales service fee bill can be combined for defining service contents and total service fee of the after-sales service demand, and the after-sales service fee bill can be obtained and is a general account bill comprising merchant payment and customer self-fee.
In one embodiment, after determining whether the payment mode is to pay the service fee for the customer self-fee, the method further includes:
if the service category, the service type and the order placing mode are input into the merchant payment order template, and a merchant self-fee order is obtained;
the merchant self-fare order is assigned to a specific maintenance master set in advance by the merchant.
As described above, when there is a situation that a customer negotiates with a merchant in advance and agrees to pay for an after-sales service by the merchant, the template of the after-sales service work order will use the merchant payment order template, that is, the merchant payment order template is called, the service category, the service type and the order placing mode are entered into the merchant payment order template to obtain a merchant self-payment order, and the merchant self-payment order is assigned to a specific maintenance master preset by the merchant, wherein the specific maintenance master signs in advance for the merchant to specially process the maintenance master of the after-sales service of the merchant; if the merchant does not sign a maintenance master specially used for processing after-sales service in advance, the merchant can also sign quotation through issuing an order form, namely issuing a merchant self-fee order to sign quotation so as to determine the after-sales service quotation of the merchant self-fee order and the maintenance master for receiving the order; and generating an after-sales service order according to the service category, the service type and the after-sales service quotation, and assigning the after-sales service order to the maintenance master, wherein for the settlement of the cost, after the master goes to a gate for service, the merchant directly pays the master without participation of a customer in the cost judgment and settlement.
Referring to fig. 2, the embodiment of the invention further provides a self-service after-sale service device, which includes:
a receiving module 10, configured to receive an after-sales service requirement submitted by a customer, where the after-sales service requirement includes a furniture after-sales service category, a service type, an order mode, and a payment mode;
an assignment module 20 for generating an after-sales service order according to the service category, the service type, the order placement mode and the payment mode, and assigning the after-sales service order to a corresponding maintenance master;
a generating module 30, configured to receive confirmation information and reserved service time of the customer for the after-sales service order, obtain order receiving information of the maintenance master, and generate a service work order according to the confirmation information, the reserved service time and the order receiving information;
a determining module 40, configured to obtain service details of the service work order at a predetermined time, and determine an after-sales service fee bill corresponding to the service work order according to the service details;
the sending module 50 is configured to generate a payment code based on the after-sales service fee bill, where the payment code is used for the customer to pay the after-sales service fee.
As described above, the self-service after-sale service device can realize a self-service after-sale service method.
In one embodiment, the assignment module 20 further includes:
the first judging unit is used for judging whether the payment mode is a customer self-fee;
the first calling unit is used for calling a customer self-fee order template if the customer self-fee is, and inputting the service category, the service type and the order-placing mode into the customer self-fee order template to obtain a customer self-fee order;
the issuing unit is used for issuing the customer self-fee order to bid and bid, and determining after-sales service quotation of the customer self-fee order and maintenance master of receiving the order;
and the first assignment unit is used for generating an after-sales service order according to the service category, the service type and the after-sales service quotation and assigning the after-sales service order to the maintenance master.
In one embodiment, the determining module 40 further includes:
the service details comprise a first picture before furniture maintenance/installation, a second picture after furniture maintenance/installation and an actual service type;
the frame selection unit is used for selecting a first target area in the first picture in a frame mode, selecting a second target area in the second picture in a frame mode, comparing the first target area with the second target area, and calculating a difference value between the first target area and the second target area;
The first comparison unit is used for comparing the difference value with a preset threshold value and judging whether the difference value is larger than the preset threshold value or not;
the second comparison unit is used for judging that the service work order is subjected to service if the difference value is larger than the preset threshold value, comparing the actual service type with the service type, and judging whether a new service item exists in the actual service type;
the second judging unit is used for judging whether the service types are in the guarantee period or not if no newly added service items exist;
and the first adjusting unit is used for adjusting the payment mode into merchant payment if the service type, the service category, the order placing mode and the merchant payment are all within the guarantee period, and generating an after-sale service expense bill of the service work order according to the service type, the service category, the order placing mode and the merchant payment.
In one embodiment, the determining module 40 further includes:
a third judging unit, configured to judge whether the newly added service items are all within a warranty period if the newly added service items exist;
the first evaluation unit is used for evaluating the newly added service item if the newly added service item is not within the guarantee period, so as to obtain the price information of the newly added service item;
A calculating unit, configured to add the price information and the after-sales service offer to obtain a second after-sales service offer;
and the first determining unit is used for generating an after-sale service fee bill of the service work order according to the second after-sale service quotation, the service type, the service category, the ordering mode and the client self-fee.
In one embodiment, the determining module 40 further includes:
the dividing unit is used for dividing the newly added service items if the newly added service items are not uniform within the warranty period to obtain a first newly added service item within the warranty period and a second newly added service item not within the warranty period;
the second evaluation unit is used for evaluating the first newly added service item to obtain first price information of the first newly added service item, and evaluating the second newly added service item to obtain second price information of the second newly added service item;
a second adjustment unit, configured to adjust the payment mode of the first new service item to a merchant payment, and generate a first after-sale service fee bill of the service work order according to the service type, the service category, the order-placing mode, and the merchant payment; the method comprises the steps of,
A second determining unit configured to generate a second after-sales service fee bill of the service work order according to the second item information, the service type, the service category, the order mode, and the customer self-fee;
and a third determining unit configured to obtain an after-sales service fee bill based on the first after-sales service fee bill and the second after-sales service fee bill.
In one embodiment, the assignment module 20 further includes;
the second retrieving unit is used for retrieving a merchant payment order template if the customer self-fees are not present, and inputting the service category, the service type and the order placing mode into the merchant payment order template to obtain merchant self-fees orders;
and the second assignment unit is used for assigning the merchant self-fee order to a specific maintenance master preset by a merchant.
Referring to fig. 3, an embodiment of the present invention further provides a computer device, and an internal structure of the computer device may be as shown in fig. 3. The computer device includes a processor, a memory, a network interface, and a database connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The nonvolatile storage medium stores an operating device, a computer program, and a database. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage media. The database of the computer device is used for storing relevant data of self-service after-sale service methods and the like. The network interface of the computer device is used for communicating with an external terminal through a network connection. Further, the above-mentioned computer apparatus may be further provided with an input device, a display screen, and the like. The computer program is executed by a processor to realize a self-service after-sale service method, and comprises the following steps: receiving after-sales service requirements submitted by customers, wherein the after-sales service requirements comprise after-sales furniture service categories, service types, ordering modes and payment modes; generating an after-market service order according to the service category, the service type, the order placing mode and the payment mode, and assigning the after-market service order to a corresponding maintenance master; receiving confirmation information and reserved service time of the customer for the after-sales service order, acquiring order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information; acquiring service details of the service work orders at preset time, and determining after-sales service expense bills corresponding to the service work orders according to the service details; generating a checkout code based on the after-market service fee bill, the checkout code for the customer to pay for the after-market service fee. Those skilled in the art will appreciate that the architecture shown in fig. 3 is merely a block diagram of a portion of the architecture in connection with the present application and is not intended to limit the computer device to which the present application is applied.
An embodiment of the present application further provides a computer readable storage medium having stored thereon a computer program which when executed by a processor implements a self-service after-market service method, comprising the steps of: receiving after-sales service requirements submitted by customers, wherein the after-sales service requirements comprise after-sales furniture service categories, service types, ordering modes and payment modes; generating an after-market service order according to the service category, the service type, the order placing mode and the payment mode, and assigning the after-market service order to a corresponding maintenance master; receiving confirmation information and reserved service time of the customer for the after-sales service order, acquiring order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information; acquiring service details of the service work orders at preset time, and determining after-sales service expense bills corresponding to the service work orders according to the service details; generating a checkout code based on the after-market service fee bill, the checkout code for the customer to pay for the after-market service fee. It is understood that the computer readable storage medium in this embodiment may be a volatile readable storage medium or a nonvolatile readable storage medium.
Those skilled in the art will appreciate that implementing all or part of the above described methods may be accomplished by way of a computer program stored on a non-transitory computer readable storage medium, which when executed, may comprise the steps of the embodiments of the methods described above. Any reference to memory, storage, database, or other medium provided herein and used in embodiments may include non-volatile and/or volatile memory. The nonvolatile memory can include Read Only Memory (ROM), programmable ROM (PROM), electrically Programmable ROM (EPROM), electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), dual speed data rate SDRAM (SSRSDRAM), enhanced SDRAM (ESDRAM), synchronous Link DRAM (SLDRAM), memory bus direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), among others.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, apparatus, article, or method that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, apparatus, article, or method. Without further limitation, an element defined by the phrase "comprising one … …" does not exclude the presence of other like elements in a process, apparatus, article or method that comprises the element.
The foregoing description is only of the preferred embodiments of the present invention and is not intended to limit the scope of the invention, and all equivalent structures or equivalent processes using the descriptions and drawings of the present invention or directly or indirectly applied to other related technical fields are included in the scope of the invention.
Claims (10)
1. A self-service after-market service method, the method comprising:
receiving after-sales service requirements submitted by customers, wherein the after-sales service requirements comprise after-sales furniture service categories, service types, ordering modes and payment modes;
Generating an after-market service order according to the service category, the service type, the order placing mode and the payment mode, and assigning the after-market service order to a corresponding maintenance master;
receiving confirmation information and reserved service time of the customer for the after-sales service order, acquiring order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information;
acquiring service details of the service work orders at preset time, and determining after-sales service expense bills corresponding to the service work orders according to the service details;
generating a checkout code based on the after-market service fee bill, the checkout code for the customer to pay for the after-market service fee.
2. The self-service after-market service method according to claim 1, wherein said generating an after-market service order from said service category, said service type, said order placement mode and said payment mode and assigning said after-market service order to a corresponding maintenance master comprises:
judging whether the payment mode is a customer self-fee;
if the customer is self-charged, a customer self-charged order template is called, and the service category, the service type and the order placing mode are input into the customer self-charged order template to obtain a customer self-charged order;
Issuing the customer self-fee order to bid and bid, and determining an after-sales service bid of the customer self-fee order and a maintenance master of receiving the order;
and generating an after-sales service order according to the service category, the service type and the after-sales service quotation, and assigning the after-sales service order to the maintenance master.
3. The self-service after-sale service method according to claim 2, wherein the acquiring the service details of the service work order at a predetermined time and determining the after-sale service fee bill corresponding to the service work order according to the service details comprises:
acquiring service details of the service work order, wherein the service details comprise a first picture before furniture maintenance/installation, a second picture after furniture maintenance/installation and an actual service type;
selecting a first target area in the first picture in a frame mode, selecting a second target area in the second picture in a frame mode, comparing the first target area with the second target area, and calculating a difference value between the first target area and the second target area;
comparing the difference value with a preset threshold value, and judging whether the difference value is larger than the preset threshold value or not;
If the difference value is larger than the preset threshold value, judging that the service work order is subjected to service, comparing the actual service type with the service type, and judging whether a new service item exists in the actual service type;
if no newly added service item exists, judging whether the service types are in the warranty period;
and if the service types, the service categories, the order-placing modes and the merchant payments generate after-sales service fee bills of the service work orders.
4. The self-service after-market service method according to claim 3, wherein after said determining whether there is a new service item in said actual service type, further comprising:
if the newly added service items exist, judging whether the newly added service items are in a warranty period;
if the newly added service items are not in the guarantee period, the newly added service items are assessed to obtain price information of the newly added service items;
adding the price information and the after-sales service offer to obtain a second after-sales service offer;
And generating an after-sales service fee bill of the service work order according to the second after-sales service quotation, the service type, the service category, the ordering mode and the customer self-fee.
5. The self-service after-market service method according to claim 4, wherein said determining whether said added service items are all within a warranty period further comprises:
if the newly added service items are not uniform within the warranty period, dividing the newly added service items to obtain a first newly added service item within the warranty period and a second newly added service item not within the warranty period;
the first newly added service item is assessed to obtain first price information of the first newly added service item, and the second newly added service item is assessed to obtain second price information of the second newly added service item;
adjusting the payment mode of the first newly added service item to merchant payment and generating a first after-sales service fee bill of the service work order according to the service type, the service category, the order mode and the merchant payment; the method comprises the steps of,
generating a second after-sales service fee bill of the service work order according to the second item information, the service type, the service category, the order mode and the customer self-fee;
An after-market service fee bill is obtained based on the first after-market service fee bill and the second after-market service fee bill.
6. The self-service after-market service method according to claim 2, wherein said determining whether said payment mode is customer self-fee further comprises:
if the service category, the service type and the order placing mode are input into the merchant payment order template, and a merchant self-fee order is obtained;
the merchant self-fare order is assigned to a specific maintenance master set in advance by the merchant.
7. A self-service after-market service device, the device comprising:
the system comprises a receiving module, a service management module and a payment module, wherein the receiving module is used for receiving after-sale service requirements submitted by clients, and the after-sale service requirements comprise after-sale service categories, service types, ordering modes and payment modes of furniture;
an assignment module for generating an after-sales service order according to the service category, the service type, the order placement mode and the payment mode, and assigning the after-sales service order to a corresponding maintenance master;
the generation module is used for receiving the confirmation information of the after-sales service order and the reserved service time of the customer, acquiring the order receiving information of the maintenance master, and generating a service work order according to the confirmation information, the reserved service time and the order receiving information;
The determining module is used for acquiring service details of the service work orders at preset time and determining after-sales service expense bills corresponding to the service work orders according to the service details;
and the sending module is used for generating a collection code based on the after-sales service expense bill, wherein the collection code is used for the client to pay the after-sales service expense by scanning the code.
8. The self-service after-market service device according to claim 7, wherein the determination module comprises:
the service details comprise a first picture before furniture maintenance/installation, a second picture after furniture maintenance/installation and an actual service type;
the frame selection unit is used for selecting a first target area in the first picture in a frame mode, selecting a second target area in the second picture in a frame mode, comparing the first target area with the second target area, and calculating a difference value between the first target area and the second target area;
the first comparison unit is used for comparing the difference value with a preset threshold value and judging whether the difference value is larger than the preset threshold value or not;
the second comparison unit is used for judging that the service work order is subjected to service if the difference value is larger than the preset threshold value, comparing the actual service type with the service type, and judging whether a new service item exists in the actual service type;
The second judging unit is used for judging whether the service types are in the guarantee period or not if no newly added service items exist;
and the first adjusting unit is used for adjusting the payment mode into merchant payment if the service type, the service category, the order placing mode and the merchant payment are all within the guarantee period, and generating an after-sale service expense bill of the service work order according to the service type, the service category, the order placing mode and the merchant payment.
9. A computer device comprising a memory and a processor, the memory having stored therein a computer program, wherein the processor when executing the computer program performs the steps of the self-service after-market service method of any one of claims 1 to 6.
10. A computer readable storage medium having stored thereon a computer program, wherein the computer program when executed by a processor implements the steps of the self-service after-market service method of any one of claims 1 to 6.
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