Become the world's leading commercial vehicle service brand;
2. Brand connotation
Customer-centered, providing customers with care services throughout the life cycle, pursuing customer satisfaction and maximizing customer value. By implementing the service standard of "three services, four modernizations and six unifications", we can realize the service promise of "five worries" and pursue the maximization of customer satisfaction.
1, Sanquan service
All weather: 365 days, 7×24 hours.
Full cycle: pre-sale, sale, warranty period, and out of warranty period.
All-round: telephone service, online service, letter service, station service, rescue service, etc.
2, the four modernizations
Standardization, emotionalization, individualization and specialization
3, five worries
Worry-free rescue, maintenance, accessories, care and integrity.
4. Six major unifications
Unify service concept, service image, service standard, service process, service training and service parts. Establish a customer-centered global service system, integrate Foton Motor's service resources at home and abroad, and build five platforms of Foton Motor parts logistics, service training, call center, boutique management and service IT.
1, Global Parts Logistics Center
Foton Motor has built and put into use an international global spare parts logistics center. With modern equipment and world-class warehousing management information system, it has fully realized the high informationization of warehousing operations.
2. Call center
Foton Motor Call Center was officially put into use in August 2002. Since 2009, Ou Man, Times, Engineering Vehicle and Reza Pump Sub-centers have been established one after another. At present, Foton Motor Call Center has 150 seats, which is the largest self-use call center in domestic commercial vehicle industry.
3. Service Training Center
Foton Motor has two global service training centers, of which Shandong Training Center was put into operation in March 2008, and Beijing Training Center was put into operation on 20 1 and1. Relying on the service training center, the company provides comprehensive service technical training for service providers, and serves as a service management training base for newly joined service stations, which provides guarantee for the service stations to quickly integrate into Futian system and better carry out customer service.
4. Boutique management
At the end of 20 12, Foton Motor set up a boutique accessories sales organization to develop and sell accessories products with strong versatility, easy wear and tear, large market sales and convenient centralized operation. At present, the main products operated by the boutique business platform are oil products, filter elements, pressure plates, four-piece sets, batteries and so on.
5. Service IT platform
Relying on the service IT platform, Foton Motor has realized the high integration and unification of logistics, information flow and capital flow of parts service business, realized the organic integration, mutual support and mutual supervision of business management of various departments, and established a market-oriented and customer-centered service process and management system, making service one of the core competitiveness supporting Foton Motor's sustainable development.