In 2014, FAW Xichai continued to exert its efforts in service, and practiced its core values ​​of "exquisite", "lean" and "sincerity" of its "excellent core service" brand. As the earliest company in the domestic internal combustion engine industry to achieve service branding, Xichai has taken the core of service core branding as an important part of improving service satisfaction, thereby promoting the promotion of corporate brand awareness, reputation and loyalty. The service action demonstrated its strong determination. ""
In the first half of the year, we continued to adhere to the principle of exquisiteness, leanness, and sincerity as the general principles, attacked in various ways, and focused our efforts on improving service capabilities of service personnel. In the first six months, we have launched in-plant technical support personnel, service managers, and liberation service stations. The staff’s knowledge and training on product and service in the country’s four services have significantly improved the overall service skills of the Xichai service team. "The relevant person in charge of the service room of FAW Xichai Sales Co., Ltd. summed up the work highlights of the "core service" in the first half of this year.
According to reports, in the first half of this year, FAW Xichai stepped up the training of technical support personnel in the factory. On the basis of conventional training, with the help of external training resources, we strengthened practical operation training and quickly improved the service skills of the internal personnel of the four diesel engines and gas engines to meet the market technical support needs. From January to June, FAW Xichai has invited Bosch's expert team and Tang Anrong technician from Shenzhen Prosperity Service Station to conduct systematic training on the fault analysis and maintenance methods of the electric engine control system of the National IV diesel engine, and combined with the gas engine on the market. The faults were diagnosed and diagnosed. After evaluation, service training personnel in the service room department of FAW Xichai Sales Co., Ltd. have already possessed the service maintenance capability of the country's four services and service capability of gas engines.
The service manager of FAW Xichai throughout the country is the vanguard of “core serviceâ€. Enhancing the service skills of service managers is the key to improving the satisfaction of “core service†users. In order to ensure that the service manager has the service maintenance capability of the National IV diesel engine and gas engine, and effectively guide the service stations in the region to carry out service maintenance, in the first half of the year, FAW Xichai returned three groups of organization service managers for a one-week system intensive training. The training focused on the practice maintenance operations of the National IV diesel engine aftertreatment system and the use of gas engine fault diagnosis software. Through the on-site assessment service manager already has the basic service maintenance skills of State IV and gas engines, secondary training for service stations has also been gradually launched.
In addition, in order to ensure the first-tier services of FAW Market and improve the service capabilities of FAW and Qingqi Service Station, in the first half of the year, China National IV technical training was carried out for FAW and Qingqi service stations. The training was sent directly to trainers. Training, through the combination of real vehicle operation drill training, to enhance the training effect.
According to incomplete statistics, in the first half of the year, FAW Xichai focused on improving the professionalism and professional ability of its service team. It has accumulated a total of 23, 314 lesson hours, 565 training hours for the National IV technical training program, and 483 service stations have been surveyed and assessed. With the country's four service capabilities, 401 service stations already have natural gas service capabilities and basically cover key distribution areas throughout the country.
"The service is good or bad, and the key is to look at the user experience. To ensure that every user has a good experience, a group of high-caliber service elites who are skilled and sincere in attitude are particularly important. We have invested so much energy in doing so. The training of the service team is to continuously improve the service capabilities of our service team and allow users to truly feel the charm of Xichai's 'core service'. “If Xichai staff were involved, let’s once again experience the FAW Tin. Chai is a wise man of "Chinese power expert".
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