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With the development of the passenger bus industry in China, the competition in the passenger car market has become increasingly fierce. Bus manufacturers have demonstrated their capabilities and are striving to expand sales and capture the market. At the same time, the awareness of rights protection of passenger car product users is increasing, and the requirements for after-sales service are also increasingly strong. After-sales service has become another important consideration factor for consumers' eyes to relay prices and quality.
Recently, Yutong, the leading passenger car industry, has comprehensively reviewed and upgraded its service philosophy and service commitments to passenger transport companies, and proposed a new service concept of “adding value to customers and moving customersâ€. In order to implement this concept, Yutong has made six service commitments to its customers, providing customers with a six-year long body frame warranty and a full-car inspection service, and providing free maintenance and 38 new safety inspections. Industry-specific services.
Upgrade service concept to take customer first
After the service concept is upgraded, Yutong Bus will use customer satisfaction as the sole criterion, and strive to provide value-added services that exceed customer expectations so that customers can experience the best service experience. To this end, Yutong requires service personnel to worry about the urgency of customers, learn to empathize, at any time without delay, without delay, through the optimization of after-sales service workflow, improve work efficiency, to maximize the savings of customers' time and costs. In addition, Yutong service personnel will also regularly visit customer care to help customers solve vehicle problems encountered in operations and help customers lift their worries. For customers who have training needs, Yutong will send people to help them train the drivers to help them use the vehicles more safely and economically.
Yutong always believes that service personnel, as the first responsible person in the after-sales service market of the company, must consider not only the customer’s work as the starting point and the end result of the customer’s satisfaction, but also treat each customer seriously and also with the sincerest Smiles make customers feel at ease, win the trust of customers with true feelings and 100% satisfaction services, and continue to improve professional skills and professionalism to serve customers with efficient, pragmatic and caring criteria.
Makes six promises for customers to worry about
In order to put the upgraded service concept into practice, Yutong Bus has made six commitments to its customers: Commitment to more than 700 authorized service stations across the country for 365 days a year, providing 24-hour emergency assistance and booking services, while at the headquarters There is a 400-659-6666 human service hotline, which provides 24-hour customer service center call service; it promises a six-year long warranty on the body frame and two super-long guarantees with a maximum vehicle length of 180,000 kilometers; it promises to provide three items. Free service, 19 free inspections of new cars, eliminate the hidden troubles during the initial running of the vehicle, and when the new car travels to 5,000 kilometers or 3 months from the day the user picks up the car (whichever comes first), Yutong also provides involving 38 The operation maintenance service for each operation is free of all inspections of maintenance work hours and material costs. In the entire vehicle warranty period, when the vehicle is driven to 24000±1000 km, Yutong also provides customers with mandatory maintenance services involving 38 work items. All inspections of the cost of maintenance work; through the implementation of "a unified service concept, unified service standards, a unified service process and a unified quality of service" to ensure that customers in any one You can enjoy the service station to quadruple professional experience.
In order to ensure the quality of service, Yutong also put forward the "five quality assurance" commitments: professional self-built Yutong 4s central station, first-class technical expert team, peace of mind Yutong genuine accessories, leading multi-level quality inspection control, unique full-car inspection service . It is understood that Yutong has invested in the establishment of eight wholly-owned central stations in key cities nationwide that integrate technical services, information feedback, parts supply, and technical training, and has more than 130 central banks/distributors throughout the country to provide the original plants. Genuine accessories. The sales price of accessories is unified and transparent throughout the country. The repair parts required for vehicle damage during the Three Guarantees period do not require the customer to pay any fees. All are borne by Yutong. At the same time, Yutong also rely on the first-class team of technical experts and service engineers in the domestic passenger car industry to provide professional services to customers with a solid technical foundation. After the completion of vehicle repairs, the technicians and quality inspectors will perform 3 inspections to ensure the completion of maintenance projects and the satisfaction of customer needs. After the vehicle maintenance is completed, Yutong's 8 central stations can provide customers with professional, industry-leading "full-car inspection" services to ensure timely detection and elimination of hidden dangers and ensure good condition.
In addition, Yutong has also made “Six Worry-free Care†promises, through establishing a complete vehicle information file, providing free technical consultation and support, taking the initiative to carry out customer training, setting up 400 customer care hotlines, and providing numerous enjoyment activities throughout the year. (Comprehensive professional maintenance service activities and accessories promotion activities) and follow-up visits within 3 days after the end of the service, truly enable customers to have no worries.