www.chinabuses.org : This is an exceptional long winter. It is still snowing in March. Chen Xuhui, a staff with the calling center of Foton Motor is more nervous, for fear of missing any call and left anyone chilling in the cold wind.

She received a call for help from a child on a March evening. Father of the child was driving a Foton truck, being unable to find a gas station, meanwhile the oil is running out, he left the 14-year-old in the car alone, and went in search of a gas station. Having waited for more than one hour, the child got afraid, and thus made the call. The situation worried Chen, “we were not able to get in contact with the father, all we could do was to calm the child down”. So, Chen called the child every five minutes till the father returned. The father was deeply moved, and specially went to Beijing to thank Chen.

Chen refused the kindness with thanks, believing she did what’s within her responsibility. Chen represents the minds of all staff with the calling center of Foton Motor. They sacrificed the opportunities to company their families, and spend almost every day of the year to the job. They deliver more love to customers than to families.

4008199199—a normal hotline, but offers the most caring and most efficient service in countless nights for customers of Foton.

Yes, whenever you are, wherever you are, by calling the number, a sweet voice will be by your side: hello, welcome calling the service line of Foton! This is the work of 150 customer service staff of Foton, also features the care that Foton offers to all customers.

“As we recorded, they have an available rate of 90%. They even go to lunch in turns”, as introduced by Zhang Xiaosheng, director for calling center of Foton Motor. A total of 60 service staff works with Foton in the headquarters of Beijing. They work without resting days the whole year round and work in three shifts a day. Besides, five branch calling centers are set up in Zhucheng, Changsha and other places with an total employ numbers 150. Incoming calls will reach Beijing first, and transferred to branch centers afterwards.

Among them, line 1 is responsible for consulting and help-call-responding; line 2 is in charge of customer complaints and the processing of customer information who called for rescue; line 3 is expert line, solving difficult technological problems and training employees on part time.

In the eyes of Song Shushan, general service director of Foton Motor, every position needs a characteristic of its own, and every position needs to have competitive advantages. Staff treat each other like families, and deliver love through each call.

Cui Song joined the calling center only a short time ago, but already fostered love for the position. She missed her family very much when on duty on spring festival’s eve, but she stuck to the post. She warm-heartedly solved every problem that customers came across, so that all the people can return home safe and sound. She whimpers every time hanging up the phone, thinking of her family, but she believes if not only for her, some customers might not be able to return home.

Song Shushan also said that, the goal of Foton Motor is to create a world-leading brand in terms of service. By carrying out high standards, they pursue to maximize the satisfactory of customers.

As a leading player in the commercial vehicle industry with most products and broadest product-range, Foton Motor implements “transparent service” for all products, also, provides the service equivalent to passenger cars. For different range of products, special service standards were made. Auman GTL of Foton-Daimler created the first ever world class service standards of heavy duty trucks—“5T service standards”.

“The requirement of customers is always held as core of the development plan of Foton. By promoting the product quality and after sales service, we aim to increase the customer satisfactory, and thus forming our core competitiveness,” said people in charge with Foton.

In fact, Foton Motor has been investing heavily on quality improvement, and formed a whole system from R&D to manufacturing, all equipped with advanced technology. As it’s learned, Foton owns one national-level technology center and a domestically-leading key laboratory with an investment of over ￥1.2 billion, also, they have R&D centers in Japan, Germany and Taiwan, China, which possess 2180 patents.

Source : www.chinabuses.org

Editor : dennis

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Tags: Foton after sales service calling center