With the rapid development of the domestic auto market and the continuous growth of car ownership, customers’ requirements for after-sales services are also increasing. As the first independent automobile company in China to establish a service brand, Chery adheres to the “customer-centric” concept, further standardizes the operation process, conducts strict management of various service links, and strives to achieve the ultimate service.
Smile service 1 minute reception
When a customer arrives at a Chery 4S store to experience the service, a dedicated “service carer” will receive him within 1 minute and guide the customer to the pick-up area to park. Then, with a smile on his face and a warm attitude throughout the process, he installed protective equipment, floor mats, seat covers and steering wheel covers face to face, guiding customers to the rest area and reducing customer waiting time.
The rest area also provides a variety of drinks and books. The service carer will explain the maintenance items, estimated time and estimated cost to the customer, and invite the customer to sign and confirm the service items. These series of measures have made customers feel the professionalism and enthusiasm of Chery’s service.
Meticulous 3-layer quality inspection for maintenance
In the maintenance workshop, Chery has set up an exclusive fast maintenance station for the customer’s car, and is equipped with professional equipment and tools. Certified gold medal electromechanical technicians will inspect, adjust and measure the vehicle according to the standardized maintenance procedures. , lubrication, fastening, replacement, restoration and other operations, to bring high-quality maintenance services to customers.
After all the work is completed, Chery also requires a three-level inspection of the vehicle. First, the technician will conduct self-inspection, then the technical manager will conduct inspections, and finally the quality administrator will conduct the final inspection to ensure that every delivery is done to the best.
Delivery and inspection on time consumption transparent
After the maintenance is completed on time, the service carer will accompany the customer to check the vehicle, show the maintenance results, and share the knowledge of car use and maintenance with the customer at the same time. After confirming that the customer is satisfied with the vehicle, the service personnel will remove the protective equipment.
The service carer will also give a comprehensive and detailed explanation of maintenance items, cost details and preferential conditions, and the settlement list is clear at a glance, so that customers can rest assured. In addition, after the customer leaves the station, the staff of Chery’s service station will make a call back within three days to understand the maintenance quality and the attitude of the staff, quickly find out the problem and follow up in time until the customer is satisfied. These series of measures have promoted the further improvement of customer trust and satisfaction.
The service quality is guaranteed with exquisite skills, and the standardized operating specifications improve service efficiency. The simultaneous development of both fully demonstrates Chery’s sincerity in paying attention to the details and quality of after-sales service and truly “serving you with heart”. I believe that in the future, Chery will continue to improve the service links, and bring customers convenient, fast, sincere and enthusiastic, trustworthy high-quality service enjoyment.