I Service Concept of Liteng
1. User satisfaction concept
The user is the biggest investor of an enterprise, therefore, we stick to the principle of “user first”.
2. Training concept
Talents are the key to enterprise competition.
Liteng is committed to training of a large number of service personnel withhigh-grade specialized level, only by improving self service awareness, reinforcing business quality and professional skills and wholly advancing Liteng service quality, can the service personnel better guide service for users, foster the loyalty and reliability of users on Liteng products, advance the position of Liteng in engineering machinery industry, as a result, the competition advantages of Liteng products can be guaranteed.
3. Information management concept
The present society is an Information-based society integrating talents, funds and technology, Liteng pays full attention to information collection and management and resource integration, meanwhile, we must often make communications and exchanges with users, maintain the old users, develop the new users and foster the lifetime users, build the relations of mutual trust and channels for extending information, only after more reliable information resources and loyal users are available, can we possess stronger competitive advantages and bigger development space in the steep competition market condition.
II Basic Service Range and Requirements of Liteng Dealer
1. Service range
• Reception of new machines and parts
• Keeping for Liteng machines to be sold
• Delivery service
• Regular maintenance service
• After-sales maintenance and failure shooting
• Parts sales and keeping
• Parts warranty and Warranted old parts management
• Trail visit of service quality
• Service information feedback
• Product service training
2. Service requirements
• Carefully Implement acceptance of Liteng new machine, and do maintenance and management according to Liteng inventory management system. In case of accidents resulted from vehicle moving or parts damage or missing due to improper keeping, the dealer shall restore the vehicle to such status of meeting technical standards, can’t sell unqualified vehicles to users.
• Provide delivery service and regular maintenance service to Liteng users according to codes, if there is any question, please give timely information feedback to Liteng product service department.
• Give timely quality keeping information of vehicles and parts inventory to Liteng sales representative or Liteng product service department, avoiding quality loss due to delayed handling.
• Service department of Liteng dealer shall provide timely, efficient, specialized and satisfactory maintenance and warranty service to Liteng users meeting maintenance and warranty conditions, it can’t refuse reasonable requirements put forward by users in any way and reason, and can’t provide false claim application to users.
• It shall cooperate with Liteng to deal with quality complaints of users, the authorized dealer of Liteng, as one of the representatives of Liteng, can’t refuse quality complaints of users.
• Liteng dealer shall provide efficient information feedback to Liteng product service department in time; help Liteng to establish communication channel with users to jointly improve service capacity and level for users.