"By 2015, Sinotruck's 'kinship service' will be the service with the highest service quality, highest service efficiency, and the most value-added service in the industry." Yu Tiantian, Assistant President of China National Heavy Duty Truck, China National Heavy Duty Truck Group (Shenyang District) This "word of rhetoric" that was spoken at the 2010 "Family Service" conference. As the benchmark of China's heavy truck service brand, China National Heavy Duty Trucks and Family Services, has sufficient strength to turn this grand goal into a reality.

Facts "speaking"

“It is more tolerant, more imaginative, more doable, and better.” It is an eternal and consistent service philosophy in the hearts of every staff member of China National Heavy Duty Truck Service Station. They also regard this concept of “kinship service” as a good concept. It has been applied to practical work. In 2009, the revisit rate of China National Heavy Duty Truck Service Station users reached 100%, and the problems encountered in the use of the users were known and tracked in a timely manner, and they were resolved at the first time.
Solve the user's worries from the source. In the course of using the car, always encounter such or such problems, how can we reduce the incidence of failure? China National Heavy Duty Truck Service Center started from the source of improving product quality, and improved product quality according to the ranking of after-sales failures. By improving and enhancing the quality of products, the incidence of failures is reduced from the root. As of the end of June this year, the number of after-sales services of CNHTC Sales Division decreased by 45% year-on-year, and the number of sales of after-sales service of commercial vehicles decreased by 42% year-on-year. The number of after-sales services of Jining Commercial Vehicle Sales Department decreased by 40% year-on-year, and the number of special vehicle companies decreased year-on-year. 39%.

Optimization service
Optimize the network structure of the "kinship service" station to ensure the improvement of the overall quality of "kinship service". From 2009, China National Heavy Duty Trucks "Love People Service" Conference took the theme of "Loved Family", "Caring", "Integrity" and "Win-Win". By 2010, Sinotruk "Love Family Service" Conference will adopt "Integrity", Themes are “win-win”, “professional” and “uplift”. China National Heavy Duty Truck constantly adjusts the concept of “kinship service” in response to market changes in different periods so as to ensure that “kinship service” can be closer and more able to meet the actual needs of users.
This time, putting “integrity” and “win-win” on the front of the main ideas of the service body shows that China National Heavy Duty Trucks attaches great importance to the “integrity” of its service stations. Its purpose is to optimize the management of the network of “kinship service”. Through the establishment of a scientific credit evaluation system and sincere archives, the overall quality of the entire “Family Service” network has been improved, and the overall image of “Family Service” has been maintained. In 2009, CNHTC and 71 service stations that failed to meet the “kinship service” standard lifted the cooperation agreement, punished or warned the 35 service stations in the service process according to the “relationship service” regulations. Proposed deadline for rectification requirements. This move effectively optimized the service network, improved the timeliness of services and user satisfaction, won the support of users, and service stations also gained development.

No blank spots
From January to June, the production and sales of China National Heavy Duty Trucks both exceeded the 100,000 mark. Throughout the year, China National Heavy Duty Truck's goal is to ensure the production and sales of 190,000 complete vehicles and 200,000 vehicles. In order to meet the increasing service demand of China National Heavy Duty Trucks, and to provide timely and comprehensive after-sales services to customers, China National Heavy Duty Trucks has targeted and refined the “Family Service” for specific user groups. Network layout accelerates the development and construction of new service outlets. At present, the number of central service stations of China National Heavy Duty Truck has reached 120, and the total number of service stations has reached 1,210. The district service stations are distributed nationwide. With the increase of service stations, the service radius is getting smaller and smaller. China National Heavy Duty Truck's "Family Service" network construction standards are developing nationwide with "no dead ends" and "no gaps".

Fearless competition
With the ever-increasing competition in the domestic heavy-duty truck market, domestic heavy-duty truck companies are generally aware of the importance of strengthening after-sales services and have successively issued their own service cards. However, their service content and models have become increasingly homogeneous. . In the face of this grim situation, by analyzing the market, summarizing the previous deficiencies and lessons learned, China National Heavy Duty Truck constantly optimizes the connotation of “kinship service”, and stably and steadily takes the attitude of each service work, showing that it has no Fearing competition and relying on truly superior service to win the user's self-confidence.
View related topics: China National Heavy Duty Truck Breaks Monthly Sales Record for National Heavy Truck Industry


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