Creating customer value Yuchai United Power One emergency story

In September 2019, Liu Rongkai, the person in charge of Yingkou Baochang, was in talks with customers about the purchase of a group of Dongfeng Tianlong assembled K13N 440 horsepower gas tractors. Although Liu Rongkai and the team have already introduced the advantages of the whole vehicle and the engine, they have also made the promise of “as long as the car has any problems in the region, we will rush to the on-site service for the first time”, but based on the joint power The brand's strangeness, the customer is still unable to finalize the contract.

At the time of anxiety, a phone call broke the atmosphere of the scene. "It was an old customer before us. He had a car going to Hollingol, and the fault occurred in Tongliao, Inner Mongolia. It could not be started, but this car must be handed over to the customer tomorrow, otherwise it will suffer huge losses." Liu Rongkai recalls Road. “At the time, this customer was very anxious because the location of the vehicle breakdown was relatively remote, more than 200 kilometers from Tongliao and 400 kilometers from Shenyang.” Upon learning of this emergency, Liu Rongkai refused to take care of the other. He immediately contacted the service staff of Yuchai Liaoning Office at the negotiating table. After 30 minutes, he received feedback. The Yuchai office service staff told him that because Tongliao's accessories were not complete, the office had arranged personnel to immediately depart from Shenyang to provide on-site rescue.

Yingkou Baochang Traffic Equipment Co., Ltd.

Liu Rongkai’s heart was finally returned to his stomach, but there was another tricky problem at the scene for him to solve. In order to win this order, Liu Rongkai has already introduced many questions about the services and accessories that the customer cares about, but it seems to have little effect. Seeing the darker the night, Liu Rongkai expected that he would return without success. At the moment of being discouraged, but before the customers who were still hesitant, they simply set off 50 sets of Tianlong gas tractors equipped with K13N 440 horsepower. "I am also doing logistics. I can see that Yuchai can solve the problem in a timely and prompt manner. I have nothing to worry about!" the customer explained.

Customer-centered, creating customer value is the service tenet of United Power and the source of Liu Rongkai's confidence. In 2019, Yingkou Baochang has sold 150 tractors equipped with combined power engines, which doubled on the basis of last year. Liu Rongkai firmly believes that with the deeper and closer cooperation, the sales volume in the future will be further improved!

Reading volume: Source: Yuchai United Power Author: Le Feng

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