The new customer centred "heart care service" created by North Ben is beginning to show its effectiveness.

The military and industry customers sent 16 flags, 136 old customers came to visit to thank, and the new customer's new service experience after the repeated purchase in the first quarter of thousands of…

It is well known that the North run middle and high end traction vehicle (V3ET), with its unique advantage of efficient fuel saving, is quickly recognized by the clients of China petroleum transportation company, Henan international, Anyang steel, laiang steel and Jigang in just half a year, and the weight reduction of the V3MT technology to 7.748T for the light weight traction vehicle in the north of the north from October 2016. As soon as it detonated the market, North Ben has repeatedly adjusted and expanded its capacity.

The brand new concept of "customer service" is interpreted as follows:

One is to improve the quality of product reliability. In the second half of 2017, the management level of product quality was upgraded from department level to group company level directly in the second half of 2017. The group, molecular, company and department three level quality management system was formed, and the component system vehicle three level product verification system was established. The reliability index of North Ben V3 fittings was high and the North Ben V3ET product B10 The mileage of sexual life is up to 1 million 500 thousand kilometers.

The two is to be repaired by the foster generation. With the "iron fist" efforts, the north runs the five level overhaul of vehicle storage, departure, service, mandatory maintenance and regular maintenance. According to the statistical data, the 83% fault is caused by the power transmission system, suspension system, driving system connection and fixed bolt torque attenuation at the beginning of the vehicle operation. The failure rate of the North run through the five stage repair and fastening will reduce the failure rate of the customer's vehicle at the initial stage to 0.03%.

The reasons for the maintenance of customer maintenance are not the time, the shortage of spare parts in V3 spare parts and the uncertainty of the maintenance technology, and the following measures are taken respectively.

One is to optimize the service network. On the basis of the original 546 service networks, North Ben has developed 138 service stations in the last half of the year, effectively replenish the service stations in the blank area, and further shorten the service radius; the North Run optimizes and rectify 31 service stations, from the technical ability, the spare parts reserve of the V3 parts in the north, the technical personnel, the image, the site and so on. The service level of the existing service system has been raised.

The two is to improve the strength of spare parts. From September 2017, on the basis of the original spare parts on the basis of the original supply of suppliers, spare parts center, service station, the cumulative extension of spare parts more than 50 million yuan, and the vast majority of the concentrated in the common parts and safety stop parts, greatly alleviated the supply of spare parts can not meet the rapid promotion of sales.

The three is to re compile the troubleshooting technical manuals and training in all directions. With the rapid promotion of the sales of new products, the original troubleshooting technical manual has been unable to meet the practical needs of the business. The North Ben technology center, the quality management department, the spare parts company and the service center have jointly reorganized the troubleshooting technical manual, and have fully trained the service station and solved the terminal completely. The maintenance technical ability restricts the customer's vehicle maintenance.

In order to solve the customer's worries about after-sales service, Ben Ben rebuilt a customer centered service management system.

One is to improve the enthusiasm of the service station. In order to improve the working enthusiasm of the service station, the North Ben has improved the service fee settlement, the standard of service policy, the complaint mechanism of the service station, and so on. The enthusiasm of the service station has been greatly improved. The spirit of the station stationmaster, the spare part manager, the customer receptionist and the vehicle maintenance worker is completely new, and the positive ability of the service station is improved. The quantity is directly transmitted to our customers, so that customers have the most direct sense of acquisition.

The two is to carry out the construction of service standardization. The standardization of services is to provide standardized services to customers. The service standardization construction fundamentally standardizes the service behavior from the telephone, reception, maintenance process customer monitoring, customer satisfaction survey and so on, and improves the customer's subjective experience from the detail.