Interpreting service concepts through practical actions

——Shanghai Sunlong Aftersales Engineering Teacher Zhi Peng

In years of after-sales service work, whether it is customer complaints about vehicle malfunctions, misunderstandings of repair suggestions, or difficult requests from colleagues, he can resolve them one by one with professional knowledge and patient attitude.

He is Zhipeng, a Shanghai Sunlong after-sales service engineering teacher. Since joining Sunlong for many years, he has not been afraid of hardship, fatigue, or dirt. With practical actions, he has interpreted the service concept and won the trust and respect of users.

Inheritors of Pioneer Spirit

Fan Zhipeng is responsible for the major client and region of Shanghai Sunlong - Shanghai Pudong Public Transport. In years of after-sales service work, he has summarized his own set of work philosophy: not only to repair the car, but also to always maintain a proactive attitude.

Every morning, Fan Zhipeng goes to the customer's fleet to chat with the fleet drivers about daily life and work. It is also during this process that he learns about the latest status of the vehicle from the drivers and prevents potential vehicle problems in advance in order to better respond.

"Even if there are no issues with the vehicle, it is important to proactively communicate with customers, understand their needs, and provide professional and efficient services." Fan Zhipeng emphasized that only by making customers feel the sincerity and dedication of Sunlong people can they understand, choose, and trust Sunlong in the fierce competition in the automotive industry.

Interpreter of Responsibility

In mid May, there were batch wiring problems with Pudong public transportation, and other vehicles of the customer also encountered scheduling difficulties and maintenance personnel were unable to respond in a timely manner.

Faced with this situation, Fan Zhipeng reported to the company as quickly as possible and won strong support from the production assembly workshop. He immediately dispatched four skilled technicians to the site to handle the vehicle issue.

The hot weather, the heat waves emitted by the vehicle engine, and the urgency of maintenance rhythm, after several days of hard work, the maintenance team successfully completed this after-sales service work in a timely manner, ensuring the maximum operational efficiency of the customer and receiving unanimous praise from the customer

Practitioners of lifelong learning

Doing after-sales work, it is common to have frequent gatherings with family. Sometimes, before arriving home, one may have to get off the car midway or go to the scene the next day after sleeping all night. "I am very grateful to my family for their support and tolerance in my work over the years. I will definitely work harder," said Fan Zhipeng.

Engaging in after-sales service work not only requires strong pressure resistance, but also a strong thirst for knowledge and adaptable communication skills in technology. It is also necessary to withstand boredom and loneliness, and not be afraid of hardship, fatigue, and dirtiness. "Thinking is like a drill, and one must concentrate on one point to have strength.".

Especially in today's rapidly developing new energy technology, constantly learning and mastering new knowledge is an essential condition for the new energy era. In order to improve the professional level of after-sales service personnel, the after-sales service department regularly organizes advanced technical training for after-sales service personnel, updating relevant knowledge and skills. "In every after-sales training, Fan Zhipeng has the positive and upward efforts of young people, and the training results are also very excellent." The department leader commented.