In the past few years, if you want to ask what kind of products can win the market, the answer is absolutely: excellent quality. However, nowadays, with the increasing degree of product homogeneity, after-sales service has become a key factor for users when selecting products.
As the most direct and most active organization for providing services , service stations have become a window for external promotion of brands by proactive and sincere service and cultural concept. Among them, Yuchai is at the forefront of all brands in terms of site distribution and service quality. In particular, the establishment of a large number of core service stations has devoted much effort to the maintenance and construction of the Yuchai brand, even exceeding the interest itself.
Recently, we visited Yuchai’s Beijing service station to learn more about Yuchai’s excellent service quality.
Caring service wins praise
For a long time, Yuchai has always been adhering to the principle of "dumping me, doing my best, dedication to users, integrity in the world," its more than 2,800 service stations to solve the problem with " thoughtful, fast" caring service. It is understood that Yuchai has a total of 43 service stations in Beijing, of which 6 are core stations. Professional stations and authorized stations are located in various urban areas and suburban counties in Beijing. Gradually, core stations are formed as the mainstay, and professional stations support them. Professional service network.
“The main customers of the Yuchai service station in the Beijing area are in the bus market, including buses, passengers, and tourism vehicles. Therefore, our service staff often visits and services downtown Beijing, suburban counties, and other areas.†Yuchai Beijing Service Station Manager Zhang Liyuan said: "As we all know, Beijing's traffic pressure is very large and we often encounter traffic jams. The most troubling is the Beijing vehicle limit policy." This makes Yuchai's Beijing service stations often encounter The user reported that the service vehicle was on the same day as the limit number. "If we encounter such a situation, we do not calculate the cost, requiring maintenance personnel to reach the vehicle fault site in the fastest way possible," said Zhang Liyuan.
Zhang Liyuan also admitted that, unlike other cities, Beijing users have a stronger concept of time and require more timeliness for maintenance. “Therefore, we have a clear internal rule: the basic maintenance of the engine must be completed within 3 hours, the general failure maintenance is completed within 8 hours, the major failure within 72 hours to be completely resolved, such as difficult issues will be reported, In order to solve the problem in time," he added.
It is understood that the Beijing service station must not only guarantee the normal operation of the vehicles managed in the region, but also that the Yuchai Engine-equipped Beijing vehicles are within its scope of service. “The transportation vehicles equipped with our engines can be seen everywhere in the new wholesale market. For these vehicles, we will send dedicated service personnel to focus on the area,†said Zhang Liyuan.
What to do if the operating transport vehicle fails? Zhang Liyuan told reporters: “Sometimes we encounter transportation vehicles that are damaged on the high-speed road, and because the transportation time is not fixed, the time of failure may be in the wee hours or late at night. However, no matter what time or what awful environment, Upon receiving the repair task, we will promptly arrange the maintenance personnel of the service station to coordinate the vehicles and accessories and strive to solve the problem for the users within the shortest time."
Li Yufu, a loyal user of Yuchai, tells a story about Yuchai’s service that impressed him.
"In January last year, when I was transporting my vegetables to Beijing, the engine was suddenly shut down when the vehicle was approaching high speed. As it was early in the morning, there was no vehicle around to help. I took the idea of ​​trying and dialed the Yuchai service hotline. I did not expect someone to answer the phone. After the customer service personnel understood the vehicle situation and the specific location I was in, I patiently comforted me not to worry. I would immediately dispatch maintenance personnel to the scene of the breakdown. As the vehicle was still on the highway, it was I did not dare to expect them to come from so far away. However, to my surprise, in less than an hour, the staff of the Yuchai Service Station appeared before me,†recalls Master Li.
However, new problems have emerged during the repair process. "Because of the lack of a component, the engine could not be repaired. Faced with this situation, the Yuchai maintenance team leader immediately contacted the other service stations, confirmed the parts, and drove to the service station to pick up the missing parts. Parts," said Master Li. The deeply moved Master Li joined the repair team after the parts were retrieved. After five hours of fighting, the repair work finally came to an end.
“When the maintenance staff handed over the repaired vehicle to my hand, I really had a kind of unappreciable gratitude. Now I have become a good friend of the staff at the service station, and I also started a Yuchai publicity officer. We must let more people understand and experience Yuchai's services," said Master Li.
Face difficulties to highlight service capabilities
Inevitably encountered obstacles in the service process, Yuchai service personnel is how to resolve?
“Sometimes, through the details of the faults described by the user during the repair, we can conclude that it is not an engine problem. However, due to the attitude of being responsible to the users, we will rush to the scene to solve problems for the users at the first time. But after the breakdown is solved, There will be cases where users are not willing to pay maintenance fees.†Zhang Liyuan said that in this case, if the vehicle is not in the three-period period or does not belong to the engine, we will charge users for repairs. However, there are often some thorny users who refuse to pay this fee. “At this time, we will explain the patient to the user with the facts, so that users really understand the professionalism of Yuchai service.†He said.
"Like this example we have encountered a lot." Zhang Liyuan told reporters: "Every year in Beijing Yanqing, Fangshan and other areas just after the end of the autumn, the frequency of transport vehicles to pull goods began to increase, at this time is usually inevitable vehicle failure. The local road conditions are very bad, and users' awareness of vehicle maintenance is also relatively weak. Most of them think that vehicles are used only for driving, and that there will naturally be repairs after failure.â€
“Our service personnel found that in the course of arriving at the local inspection vehicle, almost all vehicle problems were caused by the lack of regular maintenance. Maintenance personnel patiently explained and mentored, not only letting users know how to use the operation method, but also recognized that The importance of maintenance and maintenance." said Zhang Liyuan.
In addition, Yuchai’s service team overcame all kinds of difficulties in the service of the 18 buses that had just ended, and successfully completed the service guarantee task again with “zero faultsâ€.
"Before the 18th National Congress, we formulated a detailed service plan and selected excellent service personnel to provide guarantee services to ensure that the Yuchai Engine's zero-failure operation was performed. In response to possible conditions, Yuchai prepared sufficient accessories and One or two spare cars are prepared at each station, and once there is a problem with the vehicle, there will be sufficient time to replace the vehicle. This set of emergency mechanisms provides a reliable backing for the successful completion of the tasks of the 18 passenger transport.†Zhang Liyuan Introduce the road.
“In addition, because of the wide distribution of delegates to the National People's Congress, in order to achieve a rapid response, we have formulated a reasonable distribution plan for service forces, and we have arranged the mobile team to shuttle each station every day in order to ensure timely handling of emergencies. "Zhang Liyuan said.
24-hour hotline service hotline
In addition to paying close attention to Yuchai's all-around caring services, the service hotline has also been investigated. On the Yuchai official website, it is easy to find a service hotline. We chose to call the service hotline at a later time to ask about its service outlets in the suburbs of Beijing.
After the call was dialed, the first thing I heard was a voice self-service system. Afterwards, a lady kindly asked, “Hello, what can I do to help you?†After stating the demand, the customer service representative immediately provided the address of several nearby service sites and informed them of the contact details. The process was polite. . At 1:30 in the evening, when the Yuchai National Service Hotline was called again, it was still a quick connection. It can be seen that Yuchai's service hotline has been opened for 24 hours.
Subsequently, according to the contact information of a service station in Yuchai Beijing provided by the customer service representative, the telephone was connected within a short time. The service personnel who answered the phone asked in detail the problems encountered by the vehicle and gave professional judgment. Service station staff are very satisfied with the service attitude and professionalism.
At the same time, it is easy to find the contact details of its offices across the country on the Yuchai official website. The names of the office directors and service managers and the mobile phone numbers are also listed, and landline and fax numbers are also listed in most regions. , find more convenient.
Several common faults of the engine were selected for consultation. The staff of several service stations surveyed can ask for detailed and professional answers after detailedly inquiring information on the type of vehicles used and their age.
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