Promote through exploration, lead through innovation, Hengjie serves, and welcomes the brightest moment again!
On December 22, the 10th National After-sales Service Conference sponsored by the China Chamber of Commerce was held in Boao, Hainan. Hengjie and Midea Group, Haier Air Conditioning, CATL New Energy, Representatives of Daikin Air Conditioning and other outstanding brands were invited to attend the meeting.
At this conference, with continuous service innovation, Hengjie, as the only brand in the sanitary ware industry, won the CTEAS-Customer Satisfaction Ten-Star Certification (Top Ten Excellence in the Country); Hengjie As a representative of an outstanding enterprise in the industry, he was invited to be the first to speak and share Hengjie’s ultimate service. In addition, at this conference, Hengjie also continuously won major honors such as the five-star national product after-sales service standard certification, the national after-sales service TOP10, and the national national standard after-sales service five-star enterprise.
The biennial "National After-sales Service Conference" aims to implement the national guidelines and policies on vigorously promoting the development of the modern service industry and in-depth publicity and implementation of the "Commodity After-sales Service Evaluation System" 》National standards, discussing the innovative development issues of service industry and after-sales service. The "National After-sales Service Conference" has had a profound impact on the continuous improvement of after-sales service work and the continuous improvement of service quality of enterprises across the country, and on promoting economic transformation and upgrading and overall social progress.
Among them, CTEAS-Customer Satisfaction Ten-Star Certification is currently the highest customer satisfaction certification level. This time, Hengjie has received two authoritative certifications and two major honors, indicating that Hengjie is at the leading level in the country in terms of service network, service quality, service system, service standards and even service innovation.
In fact, before shining at this after-sales service conference, Hengjie's service industry has been highly recognized: in 2020 and 2021, Hengjie has been on NetEase's "315 Survey Bathroom Comprehensive Score Top List" and "315 Survey" for two consecutive years. "Bathroom Store Service Total Score TOP List" ranked first in both lists, becoming a veritable double champion.
In the 23 years since its founding, Hengjie has adhered to productism and long-termprinciple, supported by high-quality products and original technology, to create the ultimate product experience and service experience, and to upgrade the quality bathroom life of Chinese families. In November 2021, Hengjie became the only new domestic home furnishing brand to be continuously selected for People's Daily's "Brand Power Plan".
Solve industry problems and warm up Hengjie’s services
The ultimate service experience must not only meet the norm, but also exceed customer expectations. Therefore, Hengjie relies on more than 3,000 service outlets covering more than 400 cities across the country and is committed to solving the difficulties and pain points in the service process.
Are consumers afraid that bathroom services are not standardized? Hengjie was among the first in the industry to launch and continuously consolidate the 1350 (for you for life) service system, allowing consumers to enjoy a worry-free shopping experience.
Consumers are “unafraid to buy” smart toilets? As early as September 2016, Hengjie was the first in the industry to launch the "Hengjie Smart Toilet Six-Year Warranty" service, allowing consumers to "buy with confidence" when it comes to smart toilets. This move has also greatly improved the smart bathroom industry. overall service level.
Worried about bathroom services being affected by the epidemic? Since February 2, 2020, Hengjie has launched a free "Hengjie Online-Bathroom 24-hour remote troubleshooting service" for all families across the country, regardless of brand, to help Chinese families stay at home to fight the epidemic.
Want to renovate your life but have concerns about bathroom renovation? As an expert in smart bathrooms, Hengjie provides "free circuit modification service for bathroom spaces", allowing smart toilets to enter Chinese households with zero threshold.
In order to fully meet the needs of Chinese families for new domestic products in bathroom ware, Hengjie also took the lead in launching the "Hengjie Flash Installation" service in Tianjin in 2021, which includes "2-hour quick change + 8 free services", becoming Hengjie A new highlight of the ultimate clean service.
Professional team empowers Hengjie to provide excellent services
Extreme service, based on professional team. Hengjie's service personnel, including more than 10,000 Hengjie professional service engineers, are the cornerstone of Hengjie's ultimate service experience. The reason why Hengjie service staff can demonstrate “The Hengjie service spirit of "Professional, Sincerity, Trust, Value" is mainly due to Hengjie's ability to start from the source of ensuring service quality, comprehensively improve the comprehensive capabilities of the service team, formulate strict service standards, and strictly implement service processes. .
At Hengjie, all service engineers must participate in training and certification ranging from door-to-door service specifications to practical examinations, and are required to achieve 100% on-the-job certification; at the same time, Hengjie is exploring a gold medal engineer operation system to cultivate and retain professionals Service engineers help service satisfaction rise steadily.
Take Hengjie’s circuit transformation service engineers as an example. In order to ensure professional and compliant services, Hengjie conducts multiple assessments on engineers who provide door-to-door service. Engineers need to obtain Hengjie Intelligent Employment Certificate, Hengjie Circuit Transformation Certificate, and National Low Voltage Three electrician certificates are required to provide door-to-door service.
Modern technology makes Hengjie’s service faster
Service work is complicated and service communication is endless. How can we provide high-quality and efficient feedback and meet consumer needs? Hengjie's "secret" is to use the blessing of modern technology to make listening always online, to respond quickly, and to make the experience worry-free.
The Hengjie Multimedia Value-Added Interaction Center, in addition to providing consumers with 365×7×24 hours of manual online and telephone consultation services, also realizes real-time monitoring of user call data, and integrates user access status and customer service personnel’s services The situation is presented in real time.
Through the Hengjie CRM customer service system, Hengjie professional service engineers all over the country provide users with full range of bathroom product installation, repair and maintenance services. Terminal information can be quickly and accurately fed back to the group headquarters, and between the group headquarters and terminals form a positive interaction.
The three major systems of call center, CRM customer system and APP have been launched one after another, forming a perfect bridge of communication between users, stores, service providers and the group headquarters.
Rao Tieshan, Director of Operations and Management of Hengjie Customer Service Center, shared at the venue the "Public Bathroom Health Protection Action" launched by Hengjie following last year's "Spring Festival non-stop service" and 24-hour protection of users. Mr. Rao said that Hengjie treats every sales and service, and every contact with end users, as word-of-mouth marketing. Hengjie is committed to providing users with a service experience that exceeds expectations.
Hengjie’s highlight moment at this national after-sales service conference witnessed Hengjie’s unremitting enthusiasm and benchmarking strength in creating the ultimate service experience in the bathroom industry.
Adhering to the brand spirit of "Persistence, Focus on Quality", Hengjie will continue to work with its service provider partners to integrate omni-channel services around market needs to solve the actual needs of market terminals. problems, uphold professionalism in every service contact point, impress people in every service experience, and make new contributions to the service innovation and upgrading of the sanitary ware industry.
