Foton Updates After-sales Service for Commercial Vehicles
11 April 2013
www.chinabuses.org : Lately, a service station of Foton Motor in Jilin province received a phone call from a customer, reporting a bus shut down on the road, and could not be started despite repeated trying. Being in a remote location, plus the influence of bad weather, the customer became frustrated and exhausted. Although it is more than 300 km away from the service station, the service staff still decided to go and help. After 5 hours of driving, they arrived on 11:00 PM. Through careful inspection, they found the problem was caused by the unqualified diesel the car consumed. The bus was finally repaired by the experienced mechanics.
As the competition grow more and more fierce in the auto industry, all auto practitioners are focusing on after sales service. And the service shall be based upon customer needs. In order to do that, the company structure, processing and relative regulations need to be rebuilt centered around the philosophy of serving. However, a large number of domestic auto makers failed to build service-oriented structures due to long-standing discrimination in favor of sales.
As a leader in the industry, Foton realized the importance of service a long time ago, and always emphasizes service while innovating and developing new products. So as to meet the growing demands for service from customers, Foton integrates all resources to build a new service brand, and advocates the service idea. The new service brand sets high bars for the industry, and opens new ground, enabling Foton to stand out.
For Foton, service does not limit to after sales service, but, has already been mixed into all department of the company, such as R&D, manufacturing, sales and more. Service staff of Foton said,: “ customers is the source of developing. In this ever changing market, providing best quality service to customers has always been the ultimate aim of Foton.”
Guided by the service philosophy, Foton set up 5000 service stations nationwide, each of them dedicated to serve customers heart and soul.
As we learned, the core philosophy of Foton is to build “five worry-free” program according to service standards of “three full service, four modernization and six unification”. They provide “all-day-long, all-area, whole-process” and “standardized, personalized, professional” service through “unified service idea, image, standards, training, spare parts”.
In contrary to the traditional after sales service, Foton takes more initiative in serving customers. By improving customer feedback system, they expand the service network to be a national one. By accumulating experiences, they develop and make changes, aiming to promote the brand image.
Insider reckons that with the rapid growing of auto industry both at home and abroad, it is essential to stress both product quality and service. Foton takes the lead by introducing the after sales service network. The innovation is expected to bring in upgrading to the industry.
Source : www.chinabuses.org
Editor : dennis
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