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为完善“亲人”服务工作,中国重汽发布了售后服务管理、配备件管理等方面的多个文件,连同前期发布实施的管理文件,共同构成了售后服务的管理体系框架。这些措施取得了怎样的成效?近期,《商用汽车新闻》记者对重汽的售后服务进行了暗访调查。为了全面检验“亲人”服务的服务品质,记者决定分3个时段分别进行电话暗访。4月1日13点30分记者首先拨打了400-6186668服务热线,在等待了2秒钟后电话中传来了工作人员的声音。在被问
In order to perfect the service of “relatives”, CNHTC has released a number of documents concerning after-sales service management and spare parts management, together with the management documents promulgated and implemented in the prior period, which together form the management system framework of after-sales service. Recently, the “Commercial Vehicle News” reporter conducted an unannounced investigation into the after-sales service of the heavy truck. In order to fully test the service quality of the “family” service, the reporter decided to make telephone interviews in three sessions. At 13:30 on April 1 reporter first call 400-6186668 service hotline, waiting for 2 seconds after the phone came the voice of the staff. When asked