Cummins will improve customer satisfaction

Author：Newtec Power  Date：2011-05-06 12:01:52

The Dongfeng Cummins 2012 will further improve customer satisfaction

Diesel engines in the domestic market, the with hp product performance gap narrowing, relying on the "killer" product breakthrough advantages difficult. Service and customer satisfaction has increasingly become an important battleground for vendors Competition, because it largely determines the user's brand loyalty and repeat purchase rate.

In December 2011, the country thousands of Dongfeng Cummins Engine Co., Ltd. Service Partner copolymer Xiangyang, participate in the annual service at Share Cummins in recent years in the customer service experience, offer advice and suggestions for the 2012 service. Enhance customer satisfaction is a systematic project, need seamless docking of product, marketing, service and other business processes and service as the first user interface, Cummins gives expert services, navigate the world, "the brand core demands.

As national sales engine products, services the most basic requirements of reasonable network layout and management. Service outlets to have a considerable degree of coverage to meet customer needs in a timely manner, as well as scientific and meticulous management to ensure service quality. In the past, restricted by joint venture mechanism, Dongfeng Cummins service outlets. But in recent years, with the expansion of product use geographical Cummins increase the construction of the network layout, At the end of 2011, Cummins has more than 1,200 authorized service stations in 30 provinces and cities across the country has greatly enhanced the speed of service response. The same time, with the recent construction machinery applications market sales accounted for the upgrade Cummins, in order to adapt to the workplace of engineering machinery, mostly in remote areas, some near the location of the project, Cummins set up a service station, according to the construction machinery special conditions, with maintenance equipment and tools to solve the user's worries.

Under the rational distribution, Cummins service station management at different levels, assessment of customer satisfaction on a regular basis, awarding high customer satisfaction service station to guide the user.

   Service is a process of interaction between people, and the professional quality of service engineers is a customer satisfaction guarantee. With the popularity of the electronically controlled engine, service engineers not only need to master the pliers and wrench, computer and network needs more skilled. Cummins service system in the introduction of talents cultivation under a big effort. In October 2011, Dongfeng Cummins and Dongfeng Higher Technical School JOINT ENTRANCE vehicle maintenance training classes to classes of training in the human, financial and offered all kinds of support for the services agreed to train technical personnel. Cummins also established a complete set of service engineers and training system, service engineers expertise skill levels continue to improve.

    If the network layout and engineer training the Cummins service of basic skills, then, the introduction of advanced services technology creatively to meet user needs, that is, the the Cummins service excellence where. Cummins relying on the Cummins global market failure analysis cases to establish the database system, authorize the use of the service providers to accelerate the speed of diagnosis to the difficult problems; while accelerating the construction of the network fault diagnosis system, to provide remote diagnostic services to more users, to address the urgent needs of the customers in remote areas difficult fault.

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