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On Dec. 11th of 2013, 2013 Golden Dragon "Victory Cup" After-sales Service Skill Competition started in Guangzhou adding a new spotlight to Spring Rush of 2014 around the corner. Ge Lingyue, secretary general of Guangdong Road Transportation Association, Zhang Jingbo, deputy GM of Telma Auto Breaking System Co., Ltd, Hu Guangming, director of Guangdong China Travel Service Automobile Maintenance Plant, Peng Dongqing, deputy GM of Xiamen Golden Dragon and Sun Xiaoshan, director of After-sales Service Center were all present at the opening ceremony.
Competitors from different Golden Dragon contributing service stations of Guangdong, Hainan, Hunan and Guangxi participated Kaige Cup Preliminary Contest in Guangdong. Through 3 days of theoretical training, theoretical contest and skill competition, six competitors won qualifications of going to Xiamen for final.
Golden Dragon "Victory Cup" After-sales Service Skill Competition Starts
Warm Up for Spring Rush
There is one sentence about the importance of after-sales service among the industry, which is “The first automobile is sold by salesman and the second one is by after-sales service staff.”
Peng Dongqing, deputy GM of Xiamen Golden Dragon Sales and After-sales Service business, held a lot of thought about this sentence, “In the past, our domestic customers mainly cared about the purchasing cost. Now, they pay much more attention on after-sales service capability and level. We can say that after-sales service plays a more and more important role in bus marketing.”
Since established in the past, Golden Dragon has already sold over 200,000 different vehicles. Its annual sales volume began to exceed 20,000 units since 2010, which presents higher demanding for after-sales service. What makes Peng Qingdong full of confidence is that the advanced after-sales service level of Golden Dragon in the industry through so many years of endeavor.
As leading enterprise of China bus industry, Golden Dragon has established efficient service strategy adapting to market and comprehensive sales and after-sales service system. At present, Golden Dragon owns 31 provincial marketing departments, 12 parts core storages, 85 special medium-large bus dealers, 65 special light bus dealers and 576 special maintenance service stations to form an integrated sales-service network of vehicle sales, parts supply, after-sales service and information feedback. Its overseas after-sales service becomes more and more mature and comprehensive.
In particular, Golden Dragon established after-sales service online university, local service stations and maintenance stations three years ago. After-sales service staff of Golden Dragon could log in the online university by their own account for studying and testing. As for daily problem, they could also give the detailed information as feedback to after-sales engineers and colleagues of different places on the internet.
2013 Golden Dragon "Victory Cup" After-sales Service Skill Competition proceed with two phases—preliminary contest and final. From Dec. 11th to 31st of 2013, competitors of Golden Dragon special service stations from 31 districts of China would go on with preliminary contests in 5 area division. Top 6 competitors of preliminary in each area could be awarded. And their service stations would also get the award of increasing payoff per hour. After Spring Rush of 2014, all these Top 6 competitors of all 5 districts would go to Xiamen for the Kaige Cup Final.
Sun Xiaoshan, deputy director of Golden Dragon After-sales Service Center, said, “Through this activity, we hope that all the service stations would improve the quality of service and provide timely and effective service for customers to handle with the coming Spring Rush.”
Golden Dragon "Victory Cup" After-sales Service Skill Competition
Electrical Maintenance as the Focus
The biggest difference of "Victory Cup" this time is the focus of electrical and circuit systems. The preliminary contest includes theoretical and practical contest, taking up equal scores of the total 100 scores. As for theoretical contest, the contents are basic knowledge of bus circuit maintenance, technical status and parameters of relative electrical components and analysis and fault diagnosis of circuit during 60 minutes. The practical contest includes circuit fault diagnosis of different buses of Golden Dragon.
Sun Xiaoshan further explained, “Electrical system is with the most complicated and the most applied hi-tech technologies.” For these recent years, electrical system gets much more complicated since electronization of bus gets improved. As Golden Dragon bus as an example, I-TOPO intelligent fuel saving system, APS, ACC and intelligent management get widely applied bringing benefit and convenience to users and new requirements of skills to after-sales service staff.
The Entire Industry Gets Benefited
On this competition, detailed drawing of Golden Dragon buses were available and became no secret to audience. As for this part, Peng Dongqing told our reporter, “We hope that by this competition the entire service quality of Golden Dragon after-sales service system would be improved with upgrading professional skills of service staff. In addition, after-sales service of domestic industry, especially level of electrical maintenance, would be enhanced. Hence, Golden Dragon would also benefit from the whole upgrading level of China bus industry.”
Golden Dragon after-sales service center arranged training of circuit and electric appliance for service stations, which was a comprehensive improvement of maintenance technology of all service stations.