Citroen brand founder Andrei once said this: "Automotive manufacturers sell not only cars, but also meticulous service."
In recent years, manufacturers have gradually raised the level of terminal services by continuing to hold service competitions. According to the 2014 China After-Sales Service Satisfaction Research (CSI) data released by JDPower Asia Pacific, the overall after-sales service satisfaction level of Chinese auto dealers has steadily increased in 2014, and the satisfaction gap between mainstream and luxury car brands has narrowed. .
Despite this, the author found in the auto market interview that different brand dealers have a big gap in the implementation of service standards introduced by manufacturers. For example, in an interview, a young Japanese car owner told the author: “Even if the market share of a certain brand model is high, the brand strength is strong, from the car we are delighted to see the car, wearing a sophisticated 'gold medal sales consultant' From the moment when we treated us arrogantly, my family and I decided to switch to a brand with better service attitude.†Similarly, the author also met an elderly couple who said: “We are actively proposing to help children on weekdays. The car is maintained. The 4S shop has a good environment, good service, free drinks and massage chairs, every time is a pleasure!"
The devil comes from the details. It is the gap between such small details. When consumers complain and praise, one brand's dealers have lost customers, while another brand's dealers have won word of mouth.
In addition, it is worth noting that while the sales in the automotive market are increasing day by day, complaints about services are also setting records year after year. After-sales chaos caused service complaints to rise significantly. Among them, the low level of maintenance technology of 4S shop leads to improper judgment of vehicle failure, which not only reduces the one-time completion rate, but also further aggravates the tension between the owner and the 4S shop. In addition, individual 4S stores in order to obtain higher profits, forced tying, replacement repairs, hidden charges and other violations of consumer rights behavior emerged endlessly, eventually leading to high service complaints.
Therefore, the original intention of auto manufacturers to hold various service competitions is good, but the quality of services is implemented and adhered to, not just shouting slogans.
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