In the buyer's market, the best way to survive is to increase customer satisfaction, and product satisfaction largely depends on whether the marketing service concept makes people feel at home. Therefore, doing a good job of service and cultivating “permanent customers†is the best policy for the long-term interests of the company. In the engine industry, FAW Xichai ’s considerate service is well-recognized, but they are not satisfied with the status quo. They are trying to improve their service levels through various channels.
On May 10, 2013, Xichai released a brand new service brand “Principle Core Services†, which builds a brand new service blueprint for FAW Xichai with exquisite service skills, lean service efficiency, and sincere service attitude, and comprehensively enhances service policies. , improve the accessories system, and strive to provide users with a full range of quality services. So, how does Xichai serve bus users? In the construction of the service team, what work does Xie Diesel do? Xichai's service network will be how to layout? In response to the above issues, the reporter interviewed Li Peiran, deputy general manager and chief engineer of FAW Xichai Sales Co., Ltd.
Deputy General Manager and Chief Engineer Li Peiran of FAW Xichai Sales Co., Ltd.
Physical examination services demonstrate the overall advantages of Xichai
Bus users are mostly group users such as bus companies and passenger transport companies. Xichai provides detailed and considerate services. Li Peiran told the China Bus Network [] reporter: “Usually, Xichai will provide customers with different types of pre-sales, sales, and after-sale services according to their different needs. Usually we will provide new customers with pre-sales training services, especially for driving. Employees, instructing them to operate correctly and understand operating conditions to achieve the best fuel economy. At the same time, after customers use the Xichai engine for a period of time, we will expel technical experts and service personnel to visit, in-depth understanding of the use of the situation, listen to users Voice, solve problems in use."
“In addition, in 2012, through the creation of a brand-new service model, Xichai launched a forward-looking service project for bus passengers to detect, prevent, improve, and track, and judge whether the engine is working normally through parameters such as temperature, pressure, vibration, and sound. What kind of problems may arise to ensure that engine problems are discovered in advance and solved in advance? This is the same as people's medical examinations, and various health indices are checked through blood tests. Therefore, we call this kind of service a physical examination service.†Li Peiran continued Said.
To provide users with personalized services, allowing users to truly appreciate the Xixicha transcendental service. This is what Xichai wants to bring to the user. Up to now, more than 20 bus companies including Tianjin Bus, Changzhou Bus, and Nanchang Bus have enjoyed physical examination services. It is expected that 15 users will experience Xichai's full care and ubiquitous caring during the year. service.
Take precautions to provide comprehensive services for new products
With the continuous escalation of emission standards and the increasing recognition of the market for clean energy passenger cars, the sales volume of Xichai’s four-engine and natural gas engine is increasing day by day. How to provide comprehensive services to these markets is a must for each engine company. problem. "As the saying goes, 'The troops and soldiers have not moved ahead of the pastures', Xichai has already made adequate preparations for this situation." Li Peiran said with great pride.
On the eve of the release of Xichai's “Core Service†brand, Xichai held the National Service Skills Contest to repair the National IV engine and natural gas engine as the content of the game. During the competition, many outstanding service technicians emerged, thanks to Xichai’s services. The construction of a talent team. Li Peiran introduced to the China Bus Network [] reporter: “Xichai’s service team is presented with a 'pyramid' structure, starting with product R&D personnel and in-depth with expert teams, technical teams, service managers, and technicians, and teaching the latest technology step by step. As early as two years ago, Xichai’s service team began training services for Guosi and natural gas engines. Through the service skills competition, we reviewed the service team level, tested the results of previous service training, and also promoted service technicians. See Yin Siqi and accelerate the enthusiasm of his own skills."
Layout continues to improve service "no dead ends"
For users' needs to respond quickly and improve processing, high-density service network support is inseparable. In today's fierce market competition, Xichai continues to upgrade its high-quality engine products while allowing users to enjoy “no dead ends†services. , Also in the service network construction walks in the forefront of the industry.
Li Peiran stated: “In accordance with the principle of where the products are sold and where the network is built, Xichai completed a re-networking arrangement for the domestic market, non-road market, and overseas market in 2012, and optimized nearly 1,500 service networks across the country. The Henan market has more than 160 service stations, basically reaching a service coverage radius of 50 kilometers within the country, ensuring that once customers have demand, they can ensure that they can start service work on the spot at the first time, ensuring 100% quality problems are solved. Carry on the networking of the 50 service stations of the entire vehicle factory to meet the one-stop service requirements of users."
Since 2005, with the opportunity of upgrading the passenger car market emission standards, Xichai has entered the passenger car market in a high-profile manner. After several years of hard work, Xichai has been making a big splash in the passenger car market with its product technology advantage. "The launch of the brand will have a far-reaching impact on its sales market and brand building, while its service influence will "reach a higher level."
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