Yuchai Gains Good Reputation with Excellent Service
2013-05-20 Source：www.chinabuses.org
Summarize：As the exposure of of quality problems of automobiles in succession, many customers begin to worry about their friends of vehicles.
www.chinabuses.org: As the exposure of of quality problems of automobiles in succession, many customers begin to worry about their friends of vehicles. Especially for the consumers of commercial vehicles, it is more important to choose high-quality products with reliable service. On the basis of random investigation on dozens of auto owners and drivers, they are expecting the reliable service more than a unrealistic "perfect" product.
As the expansion of China commercial vehicle market, the focus of value chain has changed from manufacturing to service, the change which shows the importance of service to bus manufacturers.
As the only independent engine supplier in China, Yuchai has extensive production lines and abundant customers and its products cover the fields of automobile, engineering machinery, marine, agricultural machinery and generating sets, etc. Besides high-quality products, Yuchai attributes its success to excellent service.
Deputy Director of Yuchai Customer Service Center Zhou Huixiong said: "Our attitude is to never doubt our customers", when speaking of customers' complaints to Yuchai products. From 2011, Yuchai dealt with 100% of the complaint cases.
For smoother response, Yuchai started to communicate with customers via SMS directly two years ago, telling them service hot-line. We can see that Yuchai is trying to establish face-to-face platform to help its customers.
"We must value each customer and try to expand every possible market." General Manager of Yuchai Wu Qijun uttered. Excellent service brings more customers. In 2012, Yuchai, still ranking No.1, increased 3% market shares and sold 0.11-0.12 million engines more than No.2.
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