重型汽车售后服务体系分析

Analysis of After-Sales Service System of Heavy Trucks

通过市场调研、数据收集等方法,构建出适合重型汽车的售后服务体系,包括在企业内部深入贯彻服务理念、实现"服务备件网络化"管理、加速服务网络的建设、加大对售后服务人员的培训力度、重视顾客需求和客户关系管理6个方面。并对构成体系的诸因素进行了分析。

By market investigation and data collection, a new after-sales service system that is suitable for the heavy trucks is constructed. The system includes six aspects： implementing the service concept in enterprises, achieving in ＂spare parts network＂ management, speeding training, pay attention to customer demand and up the building of service network, increasing staff managing customer relationship. The various factors thatcompose the system are also analyzed.