AFTER-SALE SERVICE DEPARTMENT
DEVELOP MARKET BY QUALITY
Guideline: Focus on Market Demands Firmly, Serve Customers Whole-heartedly.handong Hongda Construction Machinery Group Co., Ltd. has set up 96 after-sale service centers in China, with a service network covering 23 provinces/autonomous regions. Every service center has all kinds of spare parts in stock. The After-sale Service Department has about 360 professional technicians for installation, debugging and maintenance, providing 24-hour, all-round, timely and quick service. For overseas customers, we send technicians abroad to provide guidance on installation and debugging and the training of customers’ operators.
1) Carry out installation, debugging and maintenance at times stipulated in contracts or fixed by customers.
2) Provide on-the-spot training at customer demand.
3) Record and tackle customer complaints about product and service quality, and arrive at the site in the shortest possible time to get problems settled.
4) Make up customer files to keep detailed and long-term records of the installation, debugging and maintenance of every machine. Ensure the traceability of service for every customer and every machine, and provide technical support for customers on the maintenance of every machine.
5) Carry out customer reviews non-periodically to collect customers’ views and suggestions on product and service quality and make timely improvement.
6) All service centers are managed by the After-sale Service Department to ensure the promptness and effectiveness of service.
1) Know customers’ requirements and help customers to choose the most ideal products.
2) Provide customers with technical support before the installation of equipment, such as the choice of site, the construction of infrastructures, etc.
3) Provide customers with training on operation, repairing and maintenance of equipment.
1) Arrange preparation, production, inspection and delivery of goods according to contracts, ensuring that the equipment arrives at designated sites safe and sound.
2) Provide all kinds of technical materials for the installation of equipment.