Service guarantee is a necessary condition for customer satisfaction. As the saying goes, “The first car is sold and sold, and the second car is driven by service.” Cummins has always paid attention to CSE and listened to every user's voice, always keeping the customer's voice. Satisfaction is placed in a crucial position. It is with this kind of steadfastness that customers feel that their purchased products have exceeded expectations and won the trust of customers. This has also led to more people joining the buying industry and has formed a proliferation of influence. Its brand awareness and Loyalty has been greatly improved.

On the occasion of the coming Spring Festival, Cummins is still paying attention to the use of users. It has been learned that some customers in China use unfavorable fuel, and some unpredictable problems have emerged. Cummins’s leaders immediately decided to visit the site and learn about them. The situation guides the user for proper use.

On January 28, Ryan Cummins, Director of CPS Services for Heavy/Medium/Light Engines and Brad, Director of Global Customer Support for Heavy/Medium/Light Engines , accompanied by Ma Wei, Director of Customer Support Department of Foton Cummins , “understand the quality of fuel in China. "Inspecting ISG service capabilities and promoting sales" was the theme and came to Xingtai, known as the "new product benchmark". 　

Walk into the customer and listen to the most basic voice

The occupancy rate of the Auman Super Edition in Xingtai City is 36%, which is highly typical and representative. It is a microcosm of China's region: it has a very high requirement for product performance and service timeliness.

The research group lined up and came to the vehicle gathering place without a break, immediately surrounded by enthusiastic users. When asked about the use of ISG, a master surnamed Zhang squeezed in and said: "The power is called a stick. It's much stronger than the competition's horsepower, but it can save 100 yuan. It's also a fuel trap. The fast, 80,000 kilometers will need maintenance and oil changes." When asked to add the location, Master Zhang said: "Because oil prices are cheap, has been refueling in private gas stations." And then listen to other users feedback, probably Problems in the following areas: poor fuel quality in the area, customers can take the initiative to shorten the maintenance cycle.

Cummins leads at the private gas station to understand the status of fuel

In China, despite the current use of engines that comply with regulatory emission standards, the failure of oil products and the use of unqualified oils by users for cheaper purchases have affected the use of engines. Cummins has also faced such problems. Respond positively. "Because of the current status of China's fuel quality, Cummins has begun to verify new ways to shorten the maintenance cycle, further reducing the customer's maintenance costs."

Cummins and Xingtai Customer Exchange Meeting

Soft power, strong support products

In addition to cultivating the correct use of the user's awareness and skills, Foton Cummins also paid attention to the service guarantee of soft power. After the communication with the customer was completed, the Cummins leader and his team subsequently came to the Aumanshahe Botai Service Station to inspect and inspect. In the workshop, Cummins took a great interest in viewing the skills of the service technicians, talking to customers about the experience after the repairs, and communicating with the service technicians about the use of electronic diagnostic tools. Brand said that Cummins' latest diagnostic tool EDS improved the efficiency of maintenance. , encourage technicians to learn and use as soon as possible.

Fukuda Cummins relied on Cummins's 100 years of technology accumulation, with complete technical information and service capabilities, able to meet customer needs in a timely manner. In the past two years, under the joint authorization of Foton Cummins and Foton Daimler, the maintenance technicians of the service station must pass the Cummins accreditation assessment, regularly participate in intensive training and pass the assessment, and the customer must also actively respond to the repair without limitation. Having undergone layers of screening, Foton Cummins has now established a highly skilled service elite team that has become a leader in the industry and has played a catalytic role in the promotion of ISG.

Cummins leaders communicate with maintenance technicians

Cummins Leader Views Information in Maintenance Data Room

Ryan instructs inspection of service station ISG's spare parts status

Surpass customer expectations and care for users

With excellent products, there must be good services to ensure the user's use of worry-free, Futian Cummins deep-seated and practically practiced.

The customer's evaluation of ISG's "powerful enough, low fuel consumption," is obvious to us. In terms of service, Foton Cummins has also continuously upgraded its customer experience. At present, Foton Cummins is caring for the car's customers and testing their cars for free. Caring for the life of the customer, and making the human-vehicle-living-superpower dynamics closely linked to each other, such impeccable service. What other customers have no reason not to continue to choose the ISG?

Cummins Leadership and Clients

Cummins leads a dealer

In 2015, with the slowdown in the economic growth of the heavy truck market, the profitability of dealers has also declined. The heavy truck market will become even more severe in 2016. At this time, customers have more stringent product requirements and products with good reputation can stand out. The so-called hero of the time, ISG's thriving, greatly inspired the confidence of dealers, I believe that in the 2016 market development will certainly create good results!

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