Trinity: breaking the accountability system for complaints "Big pot
Guide: promote the innovation of service mode in the industry. In October 2010, Sany Heavy Machinery customer complaint accountability system was piloted for the first time nationwide, and received strong support from agents and service systems. First of all, the strength of metal is very high. The complaint accountability system boldly introduced the concept of contracting to the home into after-sales service, and service engineers excavated the designated Sany...
promote the innovation of service mode in the industry
in October 2010, Sany Heavy Machinery Co., Ltd The client complaint accountability system was piloted for the first time nationwide, and received strong support from agents and service systems. The complaint accountability system boldly introduces the concept of "contracting to the home" into the after-sales service, and the service engineer contracts the after-sales service of the designated Sany excavator, and "takes responsibility" to the end, so as to fundamentally solve the problems for customers and comprehensively improve the service capacity. This move not only opened a new chapter in the after-sales service management of Sany excavator, but also greatly promoted the innovative development of the service mode in the industry
Zhong Youfu, the Minister of Sany Heavy Machinery Services, likened the previously unknown situation to a "big pot of rice". He said that this not only weakens the enthusiasm of service personnel, but also may make some key problems become the fish that the wrong interface can damage the equipment. The birth of the complaint system broke the "big pot" situation. It directly assigned a certain number of equipment to the designated service engineer, who was responsible for the whole process of service, and regularly submitted the equipment condition analysis report, which was issued by 2 When the unloading point exceeds the actual Rp0.2, the agent and Sany Heavy machinery jointly review and give corresponding support
"giving birth to motivation can also provide a basis for us to solve problems." Zhong Youfu said, "good steel should be used on the blade. After each complaint is implemented to individuals, they can quickly find out the causes, take effective solutions, and break each one."