Guangxi Sunlong Li Xiaohong: Writing a Struggle for Prosperity on the Road of After Sales Service

After sales is the beginning of service. In the case of comparable product quality and functionality, the quality of after-sales service has become the key to winning. The after-sales service department of Guangxi Sunlong always adheres to the service philosophy of "customer-centric, quality oriented". After sales service engineer Li Xiaohong always practices this concept, using comprehensive service and hardcore skills to repeatedly receive praise letters and banners from customers, becoming a highly praised after-sales service benchmark in Guangxi Sunlong.

From the customer's perspective

Repair the car first by "repairing" the person

Engaging in after-sales service requires strong pressure resistance, a strong thirst for knowledge in technology, a flexible communication ability, and the ability to withstand boredom, not afraid of hardship, dirt, and fatigue. Li Xiaohong is responsible for the largest customer and region of Guangxi Sunlong - Nanning Public Transport Group.

The work content is quite complex, and there are many matters that require communication and coordination. Especially in the event of a vehicle malfunction, it is a normal phenomenon to not have enough to eat for a day. "Li Xiaohong talked about his years of work experience and did not show any fear of difficulty due to the hard work. Instead, he said it was very relaxed and ordinary.

The customer problems transmitted to us are all difficult and complex, and customers inevitably have complaints and negative emotions. Therefore, it is necessary to view the problem from the customer's perspective, understand the correct language, learn to assess the situation, prioritize speed, and solve customer problems. Li Xiaohong has summarized his own work mode, No matter how busy I am, I must respond and go to the site as soon as possible to deal with it, which will reassure the customer first. The so-called "repair first person", when dealing with fault problems, Li Xiaohong takes communication with the customer as the first step, appeases the customer's emotions, and then handles the fault.

It's not easy to win a customer

Losing a customer is easy

Li Xiaohong believes that the greater the difficulty, the greater the progress. It is not easy to win a customer, but it is easy to lose a customer. From the beginning of his exposure to after-sales service work, he knew that a sense of responsibility is the foundation of doing a good job with high standards. He strictly demands himself and strives to solve after-sales problems such as fault repair, technical consultation, vehicle maintenance, and driving operation training in a timely and accurate manner, providing customers with a high-quality service experience. During this process, he continuously summarized experience, learned innovation, and improved the quality and efficiency of problem-solving.

The key to being a good person and having a good attitude is to be reliable and always be able to provide guidance and suggestions in the first place. Whether it's a day off or not, they can be on site or answer questions online in a timely manner, "said the person in charge of the bus company. Colleagues in the company mentioned him as "Xiao Hong is very enthusiastic. He not only provides good answers to customer questions, but also provides us with help when we encounter similar problems. It's like a real-life version of Doraemon.

In terms of service, Guangxi Sunlong adheres to the "7 × The 24-hour "24-hour" nanny style "service concept, with service engineers stationed on-site, provides comprehensive support for customer operations, and provides technical support throughout the entire product lifecycle. Recently, Guangxi Sunlong has successfully passed the annual supervision and audit of the five-star brand and five-star service certification with excellent brand strategy, excellent product quality, and fast response five-star services, and once again obtained the dual five-star brand and service certification.

The original intention remains unchanged

Strive to become a fighter for building a "quality Sunlong"

Since 2005, I have been engaged in after-sales service work and have been able to handle it alone for over 10 years. Only I know how much bitterness and sweat there is, "Li Xiaohong smiled. During this process, he said that what he needs to do is to learn more, consult more, and do more. If others don't do it, rush to do it yourself. If there are difficulties, proactively apply to improve one's skills and master more knowledge and technology.

Because I have been stationed abroad for many years and have little care for my family, I cannot fulfill my responsibilities as a father. In his spare time, Li Xiaohong would occasionally open his phone photo album and take a look at the children's photos. I hope he knows that although Dad is not around, I have been thinking about him

The market is changing and the model is changing, but the original intention of "customer-centric" remains unchanged. Speaking of the future, Li Xiaohong said that he will persist in self empowerment, continuously improve himself, deepen his research on after-sales service work, and ensure the company's rear service with a more comprehensive, detailed, and professional business level, striving to become a fighter for building a "quality Sunlong".