In the management of service stations, how to maximize service station enthusiasm, improve service quality and user satisfaction is the main concern of the host. In many hosting companies' annual service station business policies, some relevant assessment standards and incentive policies are set to promote service stations to improve service quality. In 2014, the above three companies also formulated distinctive business policies and incentives based on their product characteristics, feedback from service stations, customer needs in market segments, and actual conditions in each region.
In the statistics of the customer service centers of major OEMs, the requirements for maintenance quality and service timelines are still the most concern for commercial vehicle users in 2013. In order to improve service quality and efficiency of service stations, various companies have also introduced various incentive policies. Wang Zhixin, deputy general manager of customer service center of Weichai Power Co., Ltd., told reporters that Weichai proposed the concept of “24-hour closing rate,†which encouraged the service station to solve customer's fault within 24 hours. It is understood that as long as the service station can achieve this goal, it will be able to obtain incentives for manufacturers to work on time. Weichai has implemented this labor cost incentive policy since April 2013, which is to improve the profitability of service stations through the assessment of key indicators in the service process. The maximum working hours can be increased to 1.4 times that of the original. , 2014 will be further improved. "Wang Zhixin said that the policy has been implemented for nearly a year, and the effect is very significant. The number of service stations that can receive 1.4 times the working hours fee has exceeded 50%.
Fast is committed to reducing the radius of service and increasing the speed of response to users. "Our current service radius has been controlled within 50 kilometers, but the user's demand for maintenance time is getting higher and higher. At present, the time efficiency of the service implemented by Fast is responding to the user's request within 10 minutes; the service station communicates with the user and carries it. After four hours of fittings arrived, the head of the Technical Service Center of Fast Sales Corporation told the reporter that in order to further improve the service availability and completion rate, the company is further optimizing the layout of the nationwide service network.
Enterprises also pay more attention to assisting service stations to improve service skills. Zhang Chunbai, Director of Customer Service Department of Jiefang Xichai Sales Co., Ltd., told reporters: “Xichai attaches great importance to strengthening the service team and service technician team to improve the service quality.†Zhang Chunbai told reporters that Xichai placed great emphasis on the regional service manager's technical literacy. The promotion. “Each time a company launches a new product, it will first train service managers stationed in various places so that it can give full play to the guiding role of difficult problems at the service station. In addition, the company will establish a service technician team in each area. These technicians are mainly From the technical backbones selected at each service station, Xichai shall be qualified as a technician and may participate in consultations for some difficult problems in the after-sales maintenance in the region, and formulate maintenance work instructions for users who have more problems. A dedicated component performance diagnostic instrument will be issued to the service station to ensure the accuracy of the maintenance diagnosis.
In addition, service hours at service stations have also increased. In the service station policy of Xichai in 2014, the overall working hours of service stations increased by 20%, and the service stations were also grading and subdivided.
How to help service stations become bigger and stronger is also a key point in the management of service stations in many OEMs. Wang Zhixin told reporters that with the continuous improvement of product technology and continuous optimization of application matching, the engine failure rate has been gradually reduced. It is not enough to maintain the operation of a service station based solely on the after-sales service of the manufacturer's three-guarantee period. Another important source of profit at the service station is the income from services outside the three-period period. He told reporters that Weichai encourages services to stand on business outside the Three Guarantees period. Through activities such as “you guarantee and I extend guaranteesâ€, the service stations can get more customers and make profits through their “service marketingâ€. .
In Fast's annual service policy, the adjustment of service training is the most effective one for improving the positivity of service stations. The person in charge of Fast told the reporter that the company will carry out targeted service knowledge training and service skill evaluation every year for service stations, guide service stations to understand post-market demand, and improve the profitability and competitiveness of each service station in the service market. .
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