An telephone survey on transmissions in China -Make the hotline "hot"

        After investigating the hotline service of the six transmission companies, although there is no lack of such outstanding companies as Fast, ZF, Dotong Gear, but the hotline of some enterprises cannot be available for 24 hours, even no one answers all day long.

　　As an online service for the customers by the enterprise, the purpose of hotline service is to help those customers whose vehicle is broken on the way and eager to get assistance, help them resolve various problems incurred as can as possible and help them find the nearest service station to make the repair for the vehicle.

　　In fact the hotline cannot help the customers resolve the problems really, as it neither sees the actual problems incurred from the customers, nor goes to the site to give a hand to the customers. The more it gives the customers a kind of psychological comfort and a service attitude of pressing close to the customers. After the vehicle is broken, the customer can contact the service person of the company quickly. After hearing polite greetings, the working personnel at the other end of line can pacify the anxiety of the customer, help the customer contact the repair person to the site for service in time. After such exchange, the customer naturally feels free from the anxiety at ease and relieved. Once the line is busy or no one answers the phone all along, the customer will become more impatient and disappointed, and also damage the image of the enterprise in the heart of the customer.

　　The hotline is neither a string of simple numbers left on the website, nor several cold telephones put in one office of an enterprise. Only relying on the responsibility and enthusiastic service of the working personnel, it can make the hotline alive really and deserved to be called “hot”.

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