Provide one-stop service for a well-known Japanese automobile brand to upgrade customer experience

Project background

Our customer service hotline cooperating with a well-known Japanese automobile brand was launched in Nansha workplace, Guangzhou on July 1st, 2018, providing customers with 365 day, 24-hour business consulting, complaint handling, satisfaction return visit and other services.

Solution

Through the analysis of the loss pain chain in the automobile industry, the employees' career process is managed and tutored at different stages.

Our company has a perfect quality management system, which can ensure the service quality through multiple repeated checks, such as intelligent quality inspection, all staff quality inspection, quality research institute, etc.

At the same time, our company provides on-site experiential training for customer service personnel to improve employees' understanding of products and services, and provides career guidance to employees through professional training, using 21 years of management and operation experience to create excellent customer experience.

Customer benefits

Customer response rate ? ≥95%

Customer satisfaction ≥ 98%

Personnel turnover rate ≤ 4%

Service complaint rate ≤ 0.1%