I have been engaged in after-sales service work for two years. During these two years, I have experienced a lot and have many feelings. Every morning I receive calls from customers, and occasionally I go out in the middle of the night, leaving early and returning late, often working overtime, with no holidays... Although sometimes I feel it is a bit hard, I am very happy. I really enjoy the pleasure brought by work, especially when dealing with those “difficult” customers.

 

　　Old Yang is a well-known major customer in Harbin. When I first came to Harbin, I already knew his name. His company has more than 100 million yuan of Zoomlion equipment (26 pump trucks and 60 mixer trucks). The first time I saw him was at a colleague's wedding banquet last year. At that time I did not know him either. I heard that he was also present that day, and curiosity drove me to want to see what he looked like. Later, through a colleague's introduction, I finally got my wish. I saw that he was of medium height, with dark skin and a pair of bright, piercing eyes.

 

　　Things often develop beyond our expectations. At the beginning of the year, due to a work transfer, Old Yang unexpectedly became my customer. When I learned that I was going to take charge of their company, I felt quite pressured. I heard from colleagues that this company likes to find fault and is very fond of calling the 400 service hotline. The company has always been very strict about service assessments, and I thought, if I fail to meet the company's assessment standards, what should I do?

 

　　Old Yang is a major customer of Zoomlion and always wants special treatment. He wants items past the warranty period to still be covered by warranty, and claims compensation for some normally damaged items, saying that our product quality is poor. I certainly cannot harm the company's interests, and for matters that absolutely cannot be covered by warranty, I resolutely did not handle them as warranty claims. What followed was a difficult period. Their company came to me for all problems, big or small, and called the 400 service hotline whenever anything happened. I became their company's free labor. Old Yang said that if the equipment broke down, they had to find me, even for some problems they could handle themselves. All of a sudden, I became very passive.

 

　　How should I break through? I kept asking myself. Doing service means doing customer relations. Once the relationship is good, many things become easier. Only by gaining Old Yang's recognition can I change the situation. What should I do? Every time I went to their company, I would take the initiative to chat with him more, hoping to close the distance between us in this way. But after a period of time, there was no visible effect. I realized that this alone was not enough. Through daily contact and chats with his employees, I concluded that he is a relatively pragmatic person who likes young people who are practical and capable of getting things done. At that time, their company had four fully imported CIFA trucks, and in all of Harbin only their company had them. The hydraulic and electrical systems of CIFA pump trucks differ considerably from those of Zoomlion pump trucks. Because I had never dealt with them before and had no relevant materials, I had zero understanding of CIFA trucks and basically could not repair them. Once, when Old Yang was chatting with me, he said that their company's CIFA 58-meter pump truck occasionally had a problem where the boom could rise but not lower. However, after shutting down the engine and waiting for more than ten minutes, the truck would recover by itself. It was an old problem that had occurred since the truck was new. The remote control had also been replaced, but the problem was still not solved. He looked helpless and said that only people at the headquarters could repair this CIFA truck. The speaker did not mean it, but the listener took it to heart. I thought this was a very good opportunity, an opportunity to prove myself to Old Yang. As long as I could solve this problem, I would definitely gain Old Yang's recognition. That same day, I asked the company for the electrical drawings. Holding the drawings, I traced wires and checked them at Old Yang's company... I stayed there for two days. Hard work pays off. In the end, I finally found the fault point and solved the problem once and for all. Old Yang was very happy and talked with me a lot that day. Later, every time I went there, he would very warmly take the initiative to greet me. We also established a relationship of mutual trust, and the service work became smoother and smoother.

 

　　Looking back on the past and looking forward to the future, I feel that whether it is one day or many years, I will contribute my share of enthusiasm to Zoomlion's brilliance in this after-sales service position. I wish the company an even better tomorrow!