At the end of 2020, Dongfeng Cummins started to promote DCEC Standardized Service Procedures at its flagship stores. Consisting eight steps (service reservation, reception, preliminary checkup, dispatch of service engineers, maintenance & repair, completion of service, payment and follow-up interview), DCEC Standardized Service Procedures have immediately won the heart of many customers.

Since the start of 2021, the procedures have been widely adopted by Dongfeng Cummins’ after-sales service centers, aiming to greatly improve customers’ satisfaction and strengthen its overall brand image.

In recent years, Dongfeng Cummins has been closely monitoring its after-sales service centers. Based on the feedback of customers, it has been making improvements accordingly. After a customer makes a reservation for maintenance service, after-sales service engineers will immediately make preparations, such as making spare parts and other related materials available, scheduling the service hour for after-sales engineers.

In the follow-up interview, customers will be asked to rate their repair & maintenance experience. If any problems arise, after-sales centers must take immediate actions to seek new solutions with customers.

With Dongfeng Cummins’ constantly improving after-sales services, customers have more trust in its products and receive more time-efficient services.