The business backbones of the Marketing and Service Department of Shanghai Diesel Engine Co., Ltd. have rushed to all parts of the country and organized core backbone service providers in each region to hold the "2010 Service Policy Presentation Training and Exchange Conference". At the same time, the joint user service with Valin Auto and XCMG Automotive also visited care activities. It was fully rolled out in March.
The service policy preaching training and exchange conference passed new policies and regulations on the company’s service network planning, service policy adjustment, accessory policy adjustment, training system, etc. to each of the core backbone service providers’ leaders. At the same time, the company commissioned third-party research. The assessment requirements of the organization's fair and objective results of service quality (KPI scores) and the dynamic balance of cost settlement standards have allowed every service provider to see the determination of Shanghai Diesel Engine Power to ensure customer satisfaction in 2010. Although in almost every meeting place, the participants had intensely examined the assessment indicators such as "in time", "24 hour repair rate", "72 hour repair rate", "repetition rate", "satisfaction degree score" and other assessment indicators. Discussion, but in the end all service providers agree that the "third-party KPI assessment method" is a scientific, fair, and method that can promote the improvement of service quality.
Compared with quick and professional troubleshooting, prior truthful care can warm the user's heart. During the period of 3.15, before the outbreak of high-temperature faults in summer, the service of the Shangchai Power Marketing Company and the Ministry of Trucks in conjunction with Xuchang Automobile and Valin Motors will provide users with a free care program to replace the coolant. Business and end users can truly perceive the essence of Shangchai's "Easy + People" service concept.
From the passive service customers to the active caring customers, the company's service portfolio has been attacked in a timely manner, with clear postures, clear routines, and a good market response.
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