On December 27, 2011, the 2011 Commercial Vehicles After-sales Service Awards and Commercial Vehicles Service Satisfaction Survey Results Announcement & Awards Gala was held in Beijing. Dozens of commercial auto parts and components companies from across the country and more than 30 after-sales Representatives of service providers have witnessed this historic moment in the domestic commercial automotive market.
Eventually, Zhengzhou Yutong Bus Co., Ltd. and ZF Service (China) Co., Ltd. won the “Jinding Awardâ€, the largest award in the field of passenger cars and parts, Xiamen Kinglong Wagon Co., Ltd., and Dongfeng Liu. Automobiles and Jinlong United Automotive Industry (Suzhou) Co., Ltd., Shaanxi Automobile, Xiamen Jinlong United Automotive Industry Co., Ltd., and SAIC Iveco Hongyan Commercial Vehicle Co., Ltd. included awards for service brands, service management, service innovation, and service skills, respectively. Huaizhong.
The focus of market competition gradually shifts from pre-sales to mid-sales to after-sales
With the rapid development of China's commercial vehicle industry in recent years, market competition has become increasingly intense. This has also prompted various commercial vehicle manufacturers to upgrade their products through joint ventures, cooperation, technology introduction, and independent research and development. And in the key configuration, gradually adopting the products of internationally renowned component suppliers, thus comprehensively enhancing the technology and quality of commercial vehicles in China; but due to the upgrade of technology to a certain extent, the products and technologies of different brands, technology and quality Differences in such aspects gradually become smaller. In many cases, it is difficult to say which brand is better than any other brand in its class; therefore, it is increasingly difficult to rely on the product itself to gain more recognition from the market and more users. . Quietly, market competition has gradually shifted from pre-sales and sales service systems to after-sales service systems.
It is with this understanding that many commercial vehicles and parts and components companies have begun to gradually focus their own attention to the entire after-sales service system, and quickly established one after another after-sales service network, the building is becoming increasingly perfect After-sales service network, and through various means such as improving the equipment level of service outlets, upgrading the technical strength of service personnel, and increasing the storage capacity of service accessories, we strive to complete maintenance and repair work in the shortest time to create greater operational benefits for our customers. , Let customers feel the most sincere concern from the company, so as to pave the way for the next two sales.
In the face of the upcoming 2012, the commercial vehicle market will gradually shift from expanding demand to newer demand. Most users who already have experience in buying and using will definitely regard after-sales service as an important basis for repurchasing. , who will take the initiative in the future competition.
It is hard to visit the survey to listen to the end user's most realistic voice
However, in reality, the domestic commercial automobile after-sales service market is a bit cruel. During the visit, it was found that the comprehensive strength of various service outlets was mixed, and that the vice factory parts and counterfeit pieces of various accessories sales channels were mixed, and that various kinds of Mingli and Xiali charging projects had a wide variety of voices. The problems in the after-sales service market were far more than imagined. It is a lot more complex and it makes many end users of commercial vehicles angry and helpless.
Although the after-sales service market is still a problem, it is generally recognized by users.
After a long visit, the members of the investigation team did hear a lot of end-user feedback on various issues in the after-sales service market. For example, if the location of some service outlets is not properly set, the service network of the trucks is set in the urban area. The service outlets of the buses are set in the suburbs, which is not convenient for customers to maintain; Saves time, but allows the user to bear the unnecessary parts costs; model upgrades are too fast, and many models after the upgrade, with the original models of the wearing parts can not be common, and service providers because the models are too new and can not be stored enough The accessories, resulting in many customers face no embarrassing circumstances. In addition, the most sensitive service and accessories price issue is also the key to many users' complaints.
Although the problem exists, this does not obscure the domestic mainstream commercial vehicle vehicle and parts and components companies in their own after-sales service system construction has made arduous efforts. Most of the end users have given quite high appraisal to the corresponding after-sales service system of the enterprise. For example, the distribution of service outlets is relatively perfect. Service outlets are set up almost every major city and each main road, and the logos are unobtrusive and convenient. The user is looking for; in most service outlets, the maintenance service process and various detailed charges are clearly visible, allowing the user to be well-documented when paying; the service personnel are enthusiastic and actively helps the customer solve the problem within the shortest possible time. Each of its special maintenance service outlets provide genuine accessories, and the quality of accessories is fully guaranteed.
According to the third-party satisfaction survey report, such as "One-pass three-long" in the field of passenger cars, Dongfeng commercial vehicles, FAW Jiefang, Shaanxi Auto, Shang Yihong, etc. in the truck sector, Weichai Power, Fast, ZF, etc. The field of after-sales service has been fully recognized by the majority of users, and this recognition also leads directly to sales.
Send the most sincere initiative to make the commercial vehicle market more standardized
Although the construction of the after-sales service network for most commercial vehicle and vehicle parts and components companies has been approved by most users, it cannot be complacent and stagnant, because if there is a slight release, new problems in the after-sales service will breed. appear. In addition, in addition to the service network established by the company itself, there are many social service outlets. These outlets also have such problems. The standardization of domestic commercial vehicle aftermarket is a long way to go.
Through the "2011 Commercial Vehicles After-sales Service Rating List" and "2011 Commercial Vehicle Service Satisfaction Survey" activities, we sent our most sincere proposals to all commercial vehicle and vehicle parts and components companies and service providers:
1. The establishment of the after-sales service system development promotion association formed by the representatives of commercial vehicle industry companies and service providers will provide a unified communication platform for the development of various mechanisms in the after-sales service system of the commercial automobile industry.
2. Establish a relatively uniform access mechanism for service providers in various segments of the commercial automotive industry, and assess the service providers aligned with each other in terms of hardware and software. After the overall approval, it will be measured and tested according to the specific details of each commercial vehicle company.
3. Establish a relatively uniform credit rating system for service providers in various segments of the commercial automotive industry, regularly evaluate service providers based on feedback from end users, and assess the credit rating of service providers to provide necessary services for commercial vehicle companies to select service providers. in accordance with.
4. It is recommended that commercial automobile companies treat each service outlet on an equal footing. Whether it is a special service station or a fast repair shop, whether it is located in a service-advantageous area or a disadvantageous area, it is equipped with the best maintenance equipment, best service training, and development. The most reasonable incentives and penalties and the provision of the most timely supply of accessories.
5. It is recommended that commercial vehicle companies treat each terminal user equally. Whether it is a large customer or a casual customer, whether it is located in a sales advantage area or a disadvantage area, the same service policy, the same service care, and the same service fee will be charged. Do the same reaction speed.
6. It is recommended that end-users should strictly follow the vehicle maintenance manuals to maintain and repair the vehicles on time and mileage, and select the genuine accessories recommended by the commercial vehicle company for maintenance.
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