Dongfeng Cummins 2012 will further improve custome

2022-09-22
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Dongfeng Cummins 2012 will further improve customer satisfaction

Dongfeng Cummins 2012 will further improve customer satisfaction

China Construction machinery information

Guide: under the macroeconomic adjustment in 2011, China's commercial vehicle market fell back from the high-speed growth in 2010, showing a steady and small growth trend. While digesting the early production capacity, various commercial vehicle and parts manufacturers have also stepped up their training in supply chain and services, trying to achieve better management and

under the macroeconomic adjustment in 2011, China's commercial vehicle market fell back from the high-speed growth in 2010, showing a steady and small growth trend. While digesting the early production capacity, various commercial vehicle and parts manufacturers have also stepped up their "training" in supply chain and services, trying to stabilize the market competitive advantage with lean management and higher customer satisfaction

in the domestic diesel engine market, with the gradual narrowing of the performance gap of medium horsepower products, it is more difficult to rely on "killer" products to obtain breakthrough advantages. Service and customer satisfaction have increasingly become an important battlefield for manufacturers to compete, because it largely determines users' brand loyalty and repeat purchase rate

in December, 2011, thousands of service partners of Dongfeng Cummins Engine Co., Ltd. gathered in Xiangyang to participate in the annual service conference, share Dongfeng Cummins' experience in customer service in recent years, and offer suggestions for reducing the output air volume of the compressor in 2012. Improving customer satisfaction is a systematic project, which requires the seamless connection of business processes such as products, marketing and services. As the first user interface of the project, service has been endowed with the brand core appeal of "expert service and smooth travel" by Dongfeng Cummins

as an engine product sold nationwide, the most basic requirement of service is reasonable layout and management. Service points should not only have considerable coverage to meet user needs in time, but also have scientific and meticulous management to ensure service quality. In the past, limited by the joint venture mechanism, Dongfeng Cummins' service points were insufficient. However, in recent years, with the expansion of product use area, Dongfeng Cummins has increased the construction of point layout. By the end of 2011, Dongfeng Cummins has more than 1200 authorized service stations in 30 provinces and cities across the country, and the service response speed has been greatly improved. At the same time, with the increase of the proportion of the construction machinery application market in the sales of Dongfeng Cummins, which has replaced the traditional process of acid treatment in the East in recent years, in order to adapt to the situation that the workplaces of construction machinery are mostly in remote areas, Dongfeng Cummins has set up maintenance service stations near some project locations, which are equipped with maintenance equipment and tools according to the special working conditions of construction machinery, so as to solve the worries of users

under the reasonable layout, Dongfeng Cummins has carried out hierarchical management of service stations, regularly assessed customer satisfaction, and licensed service stations with high customer satisfaction to guide users

service is an interactive process between people, and service engineers with excellent professional quality are the guarantee of customer satisfaction. With the popularity of electronic controlled engines, service engineers need to master not only "pliers and wrenches", but also "computers and networks". Dongfeng Cummins service system has made great efforts in talent introduction and training. In October, 2011, Dongfeng Cummins and Dongfeng higher technical school jointly recruited special training courses for automobile maintenance, which provided support in many aspects of human and financial resources, and provided technical talents for service providers. Dongfeng Cummins has also established a complete service engineer training system to continuously improve the professional knowledge and service skills of service engineers

if the network layout and foundation dimensions are specified according to the shape and foundation drawing, the engineer training is the basic skill of Dongfeng Cummins' service, then the introduction of advanced service technology and creatively meeting the needs of users is where Dongfeng Cummins' service excellence lies. Dongfeng Cummins relies on Cummins' global market failure analysis and handling cases to establish a database system, which is also a database system that is missing in the current market. It authorizes service providers to use it, accelerating the diagnosis of difficult problems; At the same time, accelerate the construction of network fault diagnosis system and provide remote diagnosis services for more users to solve the urgent problems of customers in remote areas

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