On a certain day in May 2017,the Transportation Department of the Production Department of Huainan Mining Group urgently requested assistance from our company.The"monkey car"under a certain mine of the group was unable to operate,and the group was unable to provide services to the original manufacturer.Therefore,they requested assistance from our company.Our company immediately dispatched engineers from the long-term office in Huainan to conduct on-site inspections and determined that it was a malfunction of the electrical control system.However,due to the lack of original software programs for the product,our company was unable to solve the problem on site.At the request of the production department of the group,our company immediately organized engineers to design the electrical control of the"monkey car"in the mine.After a day and night of design and debugging,we finally succeeded.And the electric control device was sent to a mine in Huainan by a special vehicle.After 48 hours of coordinated operation thousands of miles away,the malfunction of the same product was successfully repaired,and finally the miners happily got on the"monkey car"and went down to work.
In order to further improve the safe operation and management of mining overhead passenger devices,and ensure the personal safety of miners going up and down the mine,Xiangtan Hengxin officially established a product technology exchange team in 2015 to carry out technical exchanges on the safe operation of overhead passenger devices,listen to customer requirements for the company's product technology,product quality,product services,and continuously innovate products and improve quality,Simultaneously implementing a green channel service model for"3A customers".
"3A"customer treatment
1.Implement a dedicated management system that integrates customer service,after-sales,and marketing personnel within the company;
2.Implement a 24-hour service green channel,where equipment malfunctions can be resolved by personnel within 24 hours;
3.Priority should be given to ensuring the supply of original factory accessories;
4.Send a thank-you letter to the client unit;
5.Enjoy an annual mobile classroom technology exchange conference;
"3A"Customer Rating Conditions and Standards
1.Safe operation management-"A-level customers"
1.1 During our company's on-site inspection,the equipment was found to have no major safety hazards,such as complete and effective safety protection,sound safety management systems,complete daily inspection records,and intact operating equipment status,making it an"A-level customer";
1.2 This item is evaluated by the customer service department's comprehensive after-sales personnel based on the on-site maintenance situation.
2.Original factory accessories ensure safety-"A-level customers"
2.1 Customers who use original factory accessories year-round to ensure the safe operation of the equipment are classified as"A-level customers";
Customers who only purchase key components(reducers,wire ropes,electrical modules,and spindle components)from our company all year round are not included in the A-level customer list;
Customers who have not purchased original parts for six consecutive months(or more)are not included in the A-level customer list;
2.4 This item is evaluated by the marketing department on the customer.
3.Customer Integrity Promotes Safety-"A-level Customers"
3.1 When the company provides customer service(such as telephone,on-site,communication meetings,etc.),customers who can respond and cooperate in a timely manner are referred to as"A-level customers";
3.2 If the customer fulfills the"contract payment method"or makes payment according to the agreed method by both parties,it is an"A-level customer";
3.3 The payments obtained through lawyer's letters or company dedicated debt collectors are not included in the A-level customer list;
3.4 This item is evaluated by the marketing manager on the customer.
4.Rating frequency:times/half a year.
