The bmw group is the only car and motorcycle producer in the world that produces only high-end products and is the most successful manufacturer in the world with a high-end brand strategy. Since entering the chinese market, bmw has not only been committed to delivering well-performing bmw products to its customers, offering bmw “pure driving fun” but has also adopted improved after-sales services as another long-term development strategy. For a long time, bmw has been actively pursuing a series of successful after-sales service schemes in the service sector, striving to give every chinese customer the high-end services they expect and deserve。
Based on the characteristics of the chinese market and consumers, the bmw has issued a post-sales service strategy on the theme of “assisting, free and secure”, which focuses on the three main purposes of “efficient, transparent and caring” and covers a range of service measures tailored to the needs of clients. The bmw after-sales service is increasing client satisfaction in a proactive and pragmatic manner, leading to the development of the industry and adding more glamour to the bmw pleasure。
"happiness, no worries." - love
In the area of “care”, bmw has continued to strengthen its road rescue services and customer service hotlines and has made a major effort to promote a walker service. More car-friendly maintenance activities for different seasons, as well as for distributors, are also guaranteed the perfect status of your car。
Road rescue service. Make the driving enjoyable
Since 1 july 2006, bmw and mini road rescue services have been officially launched in mainland china. The bmw was the first car factory in china to provide the only dedicated rescue number available throughout the country. All bmw-registered vehicles (national and imported) and mini-registered vehicles in mainland china have access to services provided by bmw road rescue. Also, vehicles during the 24-month warranty period will benefit from free road rescue and mobility services within a radius of 150 km from the authorized bmw dealership. All vehicles previously registered and still under new vehicle warranty are equally entitled to this road rescue service free of charge。
In order to most effectively meet the road rescue requirements of clients throughout the country, bmw has jointly authorized its distributor partners throughout the country to establish a network of authorized services, using a wide range of resources and recognized technical expertise to provide timely, thoughtful and professional relief services to clients。
Establishment of client service centres to achieve two-way communication with clients
In december 2005, the bmw client service centre was established and a single service hotline was opened throughout the country. The bmw client service centre is a platform set up by the bmw group in china to achieve two-way communication with clients and manage client complaints。
The centre is primarily charged with two main functions: access, which provides an accessible platform for queries and communication with clients throughout the country. General client advice will be processed and responded to immediately, while complex matters will be promptly communicated to the bmw function or related distributors for timely processing. In terms of outreach functions, the bmw call centre has undertaken detailed and important work in collecting feedback from its clients and in caring for their clients, such as sending bmw magazines and birthday cards to each bmw client. In addition to hotline services, bmw clients are provided with up-to-date information on companies and products through e-mail, text messages, mail, etc。
Dealers continue to introduce humanized services adapted to local market needs
Given the different geographical conditions and market conditions prevailing in various parts of china, the chamber of marketing and distribution has adapted itself to the local conditions for the introduction of friendly humanized services. For example, during the northern winter, bmw provides winter driving training to clients to ensure that they can enjoy driving safely and freely in a snowy environment. In the south, distributors organize activities to help customers identify real and fake parts and spare parts, as well as to extend the operation of fast-track services to meet diversified client needs。
You're always here
A market-oriented and client-centred approach is the core of the bmw's commitment to serving and increasing client satisfaction. In the face of the fast-growing chinese automobile market, bmw has long based its development on chinese development and serving chinese clients through more efficient, transparent and caring service concepts and actions。
As one of germany's influential authorized distributors in the north-west, bmw owners and fans of bmw vehicles have always been guided by the concept of “good faith for excellence” and by the purpose of “customer-oriented” services。
"happiness is always there, no worries." u-hae-hae-ha-ha-ha-ha-ha-ha-ha-ha-ha-ha-ha-ha-ha-ha-ha-ha-ha。
