Jiangling Motors Co., Ltd. is committed to building a first-class commercial vehicle production base in Asia. At the same time, it has fully introduced the world's leading Ford service2000 service system to create JMC cares JMC service care system and implemented JMC-Ford's new VI image and facility standards. , China's commercial vehicle service industry benchmark.
As an example of after-sales service in the light truck industry, Jiangling Motors has always been committed to becoming the first service brand in the domestic commercial vehicle sector. To achieve this goal, Jiangling Motors refers to Ford’s “Service 2000†advanced global service system. Launched the JMC cares personalized service system and pioneered the use of professional service models for commercial vehicles in the country.
Jiangling Light Truck's after-sales service system has achieved international standards in many aspects. According to Jiang Ling, Jiangling Motors will conduct systematic and comprehensive training for each service staff before they start work. From the time the customer enters the door, recommendation, selection, purchase, and after-sales service, the entire process has strict service standards. At the same time, Jiangling will also use the CVP (Customer Satisfaction) project and the Mystery Visitor Assessment System (a third-party unannounced visits investigation system) to innovate scientifically the after-sales staff.
In addition, in order to mobilize the enthusiasm of after-sales service personnel and fully cultivate the technical level of after-sales service personnel, Jiangling Motors will hold a customer service contest every year. This approach not only cultivated a large number of service personnel with skilled skills and strong business abilities at all local distributors, but also created a positive atmosphere for understanding theories, learning techniques, and training skills within the company and providing customers with quality services. Provides good help.
On the distributor side, Jiangling Motors required dealers to establish DCRC (Customer Care Center), DMS (Dealer Management System), and distributor level certification system, which greatly promoted the upgrading of service for dealers and the improvement of internal management efficiency. The high-quality service system has won the satisfaction of the majority of consumers for Jiangling. According to the digital display, in the Jiangling Motors' customer satisfaction survey, the customer's return visit satisfaction rate is as high as 95%, and the satisfaction rate is also 82%.
While gaining a high degree of consumer satisfaction, Jiangling Motors also received a number of honors. According to statistics, from 2007 to 2009, Jiangling Motors won the Ford Motor Company Global Customer Service Gold Award for 3 consecutive years; won the top ten units in China's after-sales service industry in 2007, and the top 10 most satisfied brands for after-sales service consumers in the Chinese automotive industry in 2008. The first after-sale service five-star honor in the field of commercial vehicles in China in 2009.
The good customer satisfaction and various awards also ensured the sales volume of JMC light trucks. According to previously released data, in the first nine months of 2011, Jiangling Motors sold a total of 98,424 light trucks, a cumulative increase of 6.67% over the same period last year. Many consumers have said that they liked Jiangling's after-sales service.
Jiangling also has a new plan for the future of after-sales service. In 2012, the number of Jiangling Motors service points will increase to 500. A 3,000-square-meter service and technology training center at the headquarters will also be launched at the same time. Parts and components storage and transportation centers are being planned and implemented. The future Jiangling Motors service system will be gradually upgraded and the service concept will be further improved. Deep roots.
In the process of building the first brand in the field of commercial vehicles, Jiangling Light Trucks has successfully taken the first step. The quality of Jiangling light truck services has been continuously upgraded and Jiangling has become a service brand.
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