GB/T 18760-2002消费品售后服务方法与要求.pdf

ics03.080.30 A 12 r 中 华 人 民 共 和 国 国 家 标 准 Gs/T18760-2002 消费品售后服务方法与要求 Methodsandrequirementsofafter-sale servicesofconsumergoods 2002一06一20发布 2003一01一01实施 中 华 人 民 共 和 国 发 布 国家 质 量 监 督 检 验 检 疫 总 局 GB/T18760-2002 目 次 前言 ···············································································································。…… 1 范围 ···············································································································…… 2 规范性引用文件 ·······························”·······························································…… 3 术语和定义 ·····································································································…… 3.1 售后服务 ·····，····························”··································································…… 3.2 服务网点 ··········。·························································································…… 4 总则 ···········································································································…… 5 消费品售后服务方法 。·········。····。················。··········。········································…… …‘’· 5.1售后服务部门与售后服务企业的设置 ···。·············…·… ·‘·…““二““““““.’‘““’““””‘”“’“ 5.2 售后服务网点的设置 ······························································……’二二‘’二二‘二‘“·二‘“‘ 5.3 售后服务网点的管理 .·”二”·二‘”·’二二‘’二”‘ 5.4售后服务网点的物质资源配置 ······一 二‘二‘二‘·‘二‘’‘“”‘””‘”‘”‘”’”‘”’“”””‘”’”‘””“””” 5.5 安装、维修资料及零配件的管理·。·························……“·二‘二‘’二二‘二‘“··‘“.‘““二““’‘.‘““’‘‘ 5.6 管理制度 ··。·····················。····