Chinese New Year's Eve Emergency Aid to No Man's Land Shows the True Colors of Liberation Service.
On Chinese New Year's Eve 2024, just as families gathered together to have a Chinese New Year's Eve dinner and prepare for the **Spring Festival Gala, the staff on duty at the Huihua Service Station in Urumqi, Xinjiang, received an urgent request for help**. A liberation car owner, Master Tan from Naomao Lake, Hami, Xinjiang, anxiously reported in ** that his vehicle broke down on the way to transport coal, the engine was serious, and the fuel was about to run out. On that day, Urumqi was a heavy haze day, the lowest temperature was close to minus 10, and the vehicle was trapped in a no-man's land at an altitude of 3,000 meters and 100 kilometers away from the service station, and the situation was very critical.
Under the solid foundation laid by the liberation emergency rescue training, the station manager Zhang Kuo immediately organized four maintenance personnel: Kawuli, Abdul Aini, Yakepu, and Sha Hongwei, who prepared the necessary maintenance tools and food, drove to the fault site overnight, and gave feedback to the Xinjiang Regional Department for the liberation of Xinjiang.
After learning that there was no matching engine in Xinjiang, Huang Ge, manager of FAW Jiefang Xinjiang Regional Department, immediately reported the relevant situation to the marketing headquarters. At the same time, apply to the Ministry of Gansu-Qinghai-Tibet Region for vehicle engines. With the joint support and coordination of the Jiefang Marketing Headquarters and the Powertrain Department, it was decided that Lanzhou Haichuan Service Station would provide the engine for repair and replacement. On Chinese New Year's Eve, the staff of Urumqi Huihua Service Station and Lanzhou Haichuan Service Station rushed to the vehicle breakdown site from two places at the same time, racing against time.
After 11 hours of running, the maintenance personnel of Huihua service station arrived at the fault site, because the location of the faulty vehicle could not be repaired, so Jin Zhicheng, the service manager of the Xinjiang Regional Department of the Liberation of Xinjiang, and Jiao Kesheng, who was in charge of the service in the Tuha area, actively coordinated with Jiao Kesheng, from Naomaohu Town, 200 kilometers away from the fault site, to tow the vehicle away from the danger zone, and then carry out engine dismantling and inspection. At this time, the stationmaster of Lanzhou Haichuan Service Station also received the task, he crossed the complex geographical environment, after driving nearly 2,000 kilometers overnight, he escorted a brand-new engine to the fault site in time. When he successfully met with the maintenance staff of Huihua Service Station, it was late at night on Chinese New Year's Eve, and everyone had a Chinese New Year's Eve dinner together to celebrate the arrival of the New Year.
On the morning of February 10 (the first day of the new year), the maintenance personnel continued to carry out maintenance work, after two days and two nights, they successfully completed the maintenance and replacement of the engine, excellent maintenance ability was affirmed by users, and also ensured the normal operation of the heating coal transportation engaged in by Master Tan during the Spring Festival. After ensuring that the vehicles were in good condition, the staff of the two service stations returned on 12 February.
This service and rescue in the spring of 2024 not only reflects the joint service force between the liberation regions, but also demonstrates the liberation spirit of the liberation people who go all out in the face of "urgent, difficult, and dangerous" tasks. The service has been highly recognized by customers, increasing the trust of users in the Jiefang brand, and this "touching" will continue for a long time, affecting the practice and development of the concept of "customer-centric" in Jiefang.
Customer satisfaction has been crowned three times in a row, and "moving service" has set a benchmark again.
In fact, in order to ensure that the operation of Jiefang users during the entire Spring Festival holiday is as usual, the staff of FAW Jiefang 400 customer service ** always pay attention to the real-time situation of users. During the Spring Festival, the customer service staff of Changchun and Qingdao bases were on duty uninterruptedly and escorted users 24 hours a day. In the face of emergency repair events such as breakdown, speed limit and twist failure, we will respond quickly and accurately, accurately contact the nearest local service station and rush to the scene in time to solve problems for users. From the thirtieth day of the Chinese New Year's Eve to the seventh day of the first lunar month, Jiefang 400 customer service ** answered repair requests, and 100% successfully solved customer problems.
In order to quickly solve the after-sales problems reported by users, FAW Jiefang has established a set of efficient customer complaint management mechanism - 100% complaint handling mechanism, and in 2023, the average complaint handling time of Jiefang has been reduced from 8 days to 3 days, and the satisfaction rate of complaint handling has increased from 7257% to 9872%。Through a case of after-sales service real events, people can see the true nature of liberation moving service.
After the Spring Festival in 2024, in response to the windy and blizzard weather in Xinjiang, Gansu, Inner Mongolia, Qinghai-Tibet and many places, FAW Jiefang will launch the after-sales service initiative of "Benefiting the World and Warm Customers" for the first time, and carry out moving rescue services for customers affected by weather disasters such as rain, snow and ice. When going out for rescue, it not only provides customers with heating supplies, emergency food and other materials free of charge; And for the vehicles within the warranty free ride; Out-of-boll-free vehicles are exempt from the out-of-house fee.
For a long time, FAW Jiefang has practiced the service concept of "beyond expectations until moved", always adhered to the user's perspective, insight into the real demands of users, and took user experience as the starting point to improve products and services that change from time to time and move in response to the situation, so as to fully meet the needs of users. It is the perseverance and continuous deepening of the refined service in the after-sales field that has created the best service system in the industry and become a truck brand that countless cardholders are familiar with and trust. This spring, FAW Jiefang won the "Three Consecutive Championships in Customer Satisfaction with China's Automobile After-sales Service", and set a new service benchmark for the industry with "moving service"!