Today, the reference to a “middle lead” would think of china, but china is far ahead of product performances and characteristics, and its high-end, professional, temperature image of service is becoming an industry service model。
China’s products bring the digital world to everyone, to every family, to every organization, to build an interconnected intelligent world, to serve and to follow the company’s pace, to work to turn every service into a warm memory of consumers, to create a competitive advantage in differentiated services, to build standards, and to be the same in the service sector。
Far ahead of expectations
Wigand serves everywhere
"it was a charge, but it was a free `spa' for the phone." ms. Zhang recalled that one day in early september, when she had left because she had neglected to charge, she had found her cell phone at the end of the day, and had been unable to find a shared charger, with a sense that she had gone into a chinese customer service centre and had not expected to catch up with the “wawa for service day”, and that staff had provided her not only with a charge, but also with free cleaning of her mobile phone and, finally, with a free membrane, which had caused ms. Zhang to be surprised and proud and then to say her “unfortunate encounter”, and had made more and more friends around her aware of the good day — “wawa for service day”。
China's service day is a feature ip event launched in 2017, the first consecutive fridays to sundays of every month, during which chinese mobile phone consumers can benefit from a wide range of services such as free cleaning of equipment, free membranes, free maintenance, etc., while during china's service days, off-guard maintenance of equipment is exempt from labour costs, free return services if the repair equipment is not repaired on that day, and excellent gifts are given if the shop is selected to pick up the machine. According to statistics, 20 million consumers now have a cumulative number of service days, and it is truly felt that china is a “temperate service”。
In recent years, china has been working to make this “temperate service” everywhere. It is understood that, in an effort to create diversified service channels, china has now built a full array of services online and offline: more than 2,100 service shops under line, which are crushing beyond friends; and a 7x24-hour service line on line, which provides users with more comprehensive, accessible and efficient access to a variety of self-help services, such as the service line, the service line, the service line in china for consumers, the network for consumer service providers, and the micro-credit programme for end customers。
Outside base
China's social responsibility for building ip identity services
In addition to providing high-quality daily services, china aims to increase consumer value and experience beyond basic services by building ip identity activities and deepening the emotional connection of users with warm, real and differentiated features。
This is one of the special features of the spring festival. In order to safeguard the demand for and experience of services during the spring festival of consumers, china has been running almost 1,000 service shops under the line, providing 7x24-hour services for 950800 on-line passenger service, as well as mailing and home visits. According to statistics, every spring festival, nearly millions of chinese users resolve the use of equipment through spring break activities。
China's “temperature” service not only warms up its own users, but also provides care to the general public during special times. For the fourth consecutive year, china is known to have launched the “care station” campaign in the middle of the summer, providing outdoor workers free of charge with cooling, drinking water, charging, membrane, cleaning and maintenance services during the summer of inflammation. According to statistics, to date, china has provided care for more than 300,000 outdoor workers and has demonstrated corporate social responsibility through practical action for urban guardians。
Born to need
China offers differentiated solutions
The concept of “consumer-centred” is one that china has always been committed to, through in-depth insight into consumer needs and analysis of potential consumer needs, to the continuous introduction of diversified, low-cost service solutions。
Batteries are chemical consumer goods, and even if used properly, their capacity will continue to decline and new batteries will need to be replaced to improve the sustainability of products. In order to reduce the cost of out-of-pocket maintenance for consumers, in order to introduce a “battery-for-a-battery” campaign, china has adjusted the cost of replacing the original battery with mobile phones, tablets, pcs, wear-out parts of the machine to a one-price model that would reduce the cost of changing batteries for consumers through commercial concessions. According to statistics, tens of millions of consumers now have access to battery exchange services at a price。
In addition to batteries, screens are more readily found in maintenance lists. In the past, most of the maintenance of the screens was based on considerations of timeliness and their own costs, with options to replace the entire screen components, often at the expense of consumers. However, for the purposes of the investigation, most of the broken screen consumer equipment was found to be only broken glass on the outer floor of the screen, and for that reason, in order to launch the glass maintenance activity on the outer layer of the screen, if the device is fully functional, only the glass on the outer layer of the screen can be replaced, significantly reducing the cost of maintenance. According to statistics, almost a million consumers replace glass on the outside of the screen every year。
Even if the inner screen of the device fails, it will also introduce a “favourable screen” event for consumers who need to replace the whole screen without wishing to spend too much. Reduce consumer out-of-pocket maintenance costs through the reuse of replacement screens, while effectively reducing e-waste output and environmental pollution. It is also understood that these reuse screens are excellent screens for the output of the process through the 13 production processes of the centre of advanced maintenance and the 8 testing processes。
China provides high-quality, low-cost maintenance solutions to service consumption problems while leading the industry towards standardization and standardization by introducing a variety of differentiated solutions, such as “batteries-for-batteries”, “privileged screens” and “blackscreens-free”。
We'll see
We'll see what we can do for you
What consumers can see is that china is providing high-end, professional, temperature-free services, and where consumers are not, it is also maintaining high industry standards and the details of the services that are constantly breaking consumer expectations。
China focuses on service experiences and builds high-end services by sharpening details and setting standards of service. With regard to site management of service shops, china has set up 15 categories of 114 standards for site management, comprising approximately 1,000 standards, covering maintenance norms, displays of articles and si specifications, instrumentation codes, etc. All service providers are implemented according to uniform standards and provide standardized, specialized services. For example, in order to provide a comfortable and quiet environment, all non-glide wooden seats at the gate were equipped with truncated cushions; in order to meet users' concerns about data privacy, china developed a “maintenance model”, which was activated prior to maintenance, to isolate user privacy data and safeguard consumer privacy。
While regulating the shop, professionals and tools have been further regulated. It was described as a professional service team with the highest standards of certification in the service industry, with 100 per cent of online sites certified by the copc at the highest level of certification in the industry, over 80 per cent of engineers with national-level vocational certification, and increasing consumer satisfaction through high standards and requirements of service team literacy. At the same time, the service store has advanced automation and intelligence equipment, the on-site testing tool has industry-led detection accuracy, not only of hardware, but also of system suitability, and the failure of more sophisticated equipment as a whole, which solves consumer problems once and for all. The service flagship store has also set up smart spare parts cabinets and delivery robots, and automated cabinets have secured storage of spare parts, all of which show great technological strength。
“i have no one but me” is a long-standing pursuit, just as china leads the industry in its field for end products, and chinese services are becoming a central barrier in the service sector through standard-building, providing high-end, professional, temperature-based services to users, and working to create service models that lead to industry development and ultimately achieve its “long lead” in the service industry。
