The concept of excellent service requires excellent people to achieve, especially the dealer staff in the front line. They take care of users' cars with exquisite skills, and exchange "pleasing hearts" for users' faces. It is precisely because of the excellent performance of tens of millions of employees that the core values of "professionalism, honor and pleasure" are entrusted to FAW-Volkswagen Audi . Yue" service throughout the process.
Next, let's approach Chengdu Xingsanhe Automobile Service Co., Ltd., an excellent FAW-Volkswagen Audi franchise dealer, face to face with front-line service personnel, listen to their growth process, and share their colorful stories of knowing and intersecting with users.
Employee name: Zou Dehui
Dealer: Chengdu Xingsanhe Automobile Service Co., Ltd
Position: Mechanic Team Leader
Joined: 2011
In 2011, I entered Chengdu Sanhe Group and in 2012, I was transferred to Xingsanhe Store. As a professional graduate of automobile inspection and maintenance, I have obtained the certificate of senior engineer of automobile repair, and now I am the leader of the machine repair team. It's my job to lead the team to fix every car.
Professionalism is the result, training is the guarantee
After many audi technical trainings, the professionalism of my team and I has been continuously improved.
In addition to the online and offline technical training of FAW-Volkswagen Audi, in order to promote the overall improvement of the team, I will also transfer the team members after receiving training, and urge everyone to participate in online training and pass the examination, and hold a certificate.
Sanhe Group's Sanhe craftsman learning platform built for us also benefits us a lot, and the sharing of maintenance experience is very valuable, especially for the growth of new people. To be a good mechanic, I think the most important thing is a sense of responsibility. It is necessary to ensure that the performance of the vehicles you repair returns to the original, thereby ensuring the safety of users. Maintenance technicians must have the spirit of craftsmanship and perseverance in self-improvement. The basic knowledge of maintenance technicians must be solid, to take the initiative to learn, to be good at learning, to keep up with the continuous update of new models, and the spirit of research, to face difficulties, with the spirit of not accepting defeat. In addition, teamwork spirit and awareness are also very important, especially when encountering difficult problems, often require teamwork to solve problems faster and better, and the common failures of some models also require the team's experience accumulation.
It is necessary to create the ultimate service experience with a professional spirit
Attention to detail and standardized operation is one of the tenets of our work. We pay special attention to cleanliness during the maintenance process. Let the user feel that the car is repaired and the details are done well. In addition, we will also judge the problem of user car habits according to the fault situation, and take the initiative to provide users with suggestions for use.
Ensuring a one-time fix rate and eliminating rework is one of our work credoes. When judging the fault, we will comprehensively consider all aspects of the factors to ensure that the cause of the fault and the fault point are accurately judged. For example, communicate with users about the use environment of the car, the state of the vehicle when it fails, and the condition of the vehicle itself such as the age and mileage of the vehicle, and then combine their own experience to repair the vehicle as much as possible.
Ensuring timeliness is the third tenet of our work. Adapt to the times, adapt to the fast pace of users, and shorten the maintenance time by efficiently repairing the vehicle.
Seeking truth from facts and avoiding excessive maintenance is the fourth tenet of our work. The judgment of the need to repair or replace parts should be based on professionalism, and we lead the team to always give users professional advice in a realistic manner, and leave the choice to the user. For example, brake discs that have not yet reached the wear limit should be recommended to continue to be used; oil that has not reached the replacement cycle is recommended to continue to be used; as long as the coaxial shock absorber is damaged, for safety reasons, it is recommended that the user must replace the other shock absorber at the same time. We are doing the service industry, the service industry must pay attention to word of mouth, so that users are satisfied.
It is our work credo that difficult and occasional failures should be tracked until the problem is solved. Difficult occasional faults are the most difficult to accurately judge, we in the actual work, insist on combining the use of the car when the fault occurs to judge, so we must establish real-time contact with the user in order to truly solve the fault and make the user satisfied. I have gained the recognition of many users in this way, and the trust of users has been established, so it is not easy to have the phenomenon of customer churn.
Keep up with the pace of Audi's development and break through the e-tron model maintenance technology
The repair and maintenance of Audi e-tron series models is very different from that of fuel vehicles, especially for the detection and maintenance of the three-electric system, there are still many technical difficulties. In practice, I lead the team to improve from two aspects, one is the software side and the other is the hardware side.
In terms of software, the main thing is the promotion of people, and the service personnel who maintain electric vehicles must also undergo professional training and hold certificates. In terms of hardware, it is necessary to ensure the planning of special workstations and the use of special equipment.
Every time we repair a new energy vehicle, we must isolate the special workstation around and do a good job of protection, because the high-voltage electric and fuel vehicles are indeed different, it has some dangers, the surrounding must be insulated, and the cordon and the sign must be set up, so as to ensure the safety of the operation.
In the position of maintenance technician, I have continued to grow and have gradually developed a diligent working attitude. When I can't troubleshoot, I feel particularly distressed, but when I break through the fog to solve the problem, I will especially enjoy the joy of success!
From Zhou Jie and Zou Dehui, two ordinary employees of Audi after-sales service, we see the foundation of FAW-Volkswagen Audi to achieve the core value of "professional, distinguished and pleasant" service, which is more subtle and more ingenious, and continues to provide users with a more efficient, more personalized and more exclusive high-quality service experience.