Qian Hengrong, general manager and party secretary of FAW Jiefang Engine Division (hereinafter referred to as "Engine Division") said that the service industry has entered a new era in the rapid development of the Internet and the continuous upgrading of product technology. The good or bad service is directly related to the user's viscosity, so we can't regard it as an accessory for the service, but regard it as an extension of the product, which is an important part of the product.
Zhang Zhenfeng, Assistant General Manager, Engine Division
On July 17, 2018, FAW Jiefang Xichai (hereinafter referred to as “Xichaiâ€) Hunan Service Center and Jingxin Service Brand Promotion Conference opened in Hunan Changsha, which is the 17th service center that Xichai has built so far. It is also the second service center established since the establishment of the engine division. The leaders of the engine business unit, as well as the OEMs, dealers, service stations and user representatives from Hunan, gathered here to cheer for the Hunan Service Center.
At the beginning of the meeting, Zhang Zhenfeng, assistant general manager of the engine business department, delivered a speech. He said that the construction of the service center image store is only the beginning. What is more important is our practice of the service concept of Xichai, so that customers can be assured from moving to moving. And trust.
Li Yan, deputy director of the marketing department of the engine business department, explained the service concept of Xichai in detail. He said that smart Xichai APP, smart e-drive, regional service center, 400 call center, service tour car, Xichai service day, etc. Etc., all demonstrate the determination and confidence of Xichai to create a "fine core service". At every stage, Xichai is pursuing the ultimate in its heart.
Maintenance waiting area
In fact, as the predecessor of the engine business department, Xichai's emphasis on after-sales service has always been an industry model. In 2013, Xichai first proposed service as a brand in the domestic engine industry. In the past five years, the core service with the core of “exquisite, lean and sincere†has been familiar and favored by more and more users.
In order to further improve the core service capabilities, Xichai has established a call center based on the original 400 service hotline. "As long as you have a phone call, the rest of the things are handed over to us." The representative is not a simple promise, but the goal of all the staff of Xichai Call Center. From the moment the phone is connected, the core service has already been Into it, all kinds of power problems are solved.
With the advent of the Internet era, Xichai's services are also advancing with the times. In 2015, Xichai took the lead in launching the mobile client for truck after-sales service--Wisdom Xichai, which made the traditional after-sales service process become a tentacle. and. After three years of perfect product and service system, on December 20, 2017, in the 2016-2017 engine business service annual meeting, the wisdom Xichai V3.0 version was officially released. To provide users with a comprehensive and accurate service, and build a bridge between Xichai and users.
In addition, on the 26th of each month, it is the "service day" of Xichai. On this day, users from all over the country can enjoy free consultation and free “physical examination†and other exclusive services to the nearest service station. Xichai will transfer the care and care of the users to the hearts of every user.
It is understood that at present, Xichai has established 27 self-control parts center libraries, 59 first-class parts agents and more than 300 parts special distribution departments in the country, and has established 17 regional service centers to form a complete service network. The accessories network, responding quickly to the user's accessories requirements, through the "multiple parts library + accessories intelligent placement system + perfect accessories policy + complete parts reserve + efficient parts process", to ensure that the accessories will be delivered to the user in the first time.
At the conference site, as a partner of Hunan Service Center, Xie Jian, deputy general manager of Beiqi Futian Changsha Automobile Factory, said that through brand leadership, the service consciousness will be strengthened, so that all parties in the entire service chain can understand the core service brand and its value and can fulfill it. Commitment, let customers experience the brand connotation, will certainly create more service benefits and enhance customer service recognition.
At the Xicai Hunan Service Center, the reporter observed that unlike the traditional commercial vehicle service station, the Xichai service center is similar to the passenger car environment and service process, so that users can experience it. To the supreme service, bring a different service experience.
The Xicai Hunan Service Center has a front desk, an engine display area, a maintenance waiting area, an accessory library, and a Xichai historical wall. In the maintenance waiting area, Hunan Service Center has prepared tea, WIFI, computer, TV, album and other leisure equipment for the users who come to the maintenance and maintenance, so that every time the user's maintenance trip of Xichai is full of enjoyment. It is understood that two TVs in the waiting area, one for watching entertainment and the other for viewing the maintenance area, allow users to monitor the entire process of repairing the car in real time.
In the face of today's market, in addition to high-quality product quality and diversified marketing methods, high-quality services are increasingly becoming the main driving force for future market development. We have reason to believe that in the future, the engine division will continue to create value for customers with more standardized service processes, higher-end service levels, and faster and more timely service speeds.
Reading volume: Source: Chinese network of truck: ZebianPu Resin For Textile Industry,Textile Coating Pu Resin,Pu Resin Powder,White Pu Resin For Textile
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