Dongfeng Cummins Continuously Improves its After-sales Services
Summarize：Dongfeng Cummins started to promote DCEC Standardized Service Procedures at its flagship stores.
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.
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