From December 28 to 29, 2010, Midea Central Air-conditioning held a national excellent service provider conference at Foshan Poly Intercontinental Hotel. More than 400 service outlets from all over the country attended the meeting. Apart from commending outstanding providers, the meeting also held a launching ceremony for the technical service center.
Establishing a "Customer Satisfaction 100" service system
The year 2010 was the busiest year for Midea Central Air-conditioning's service work. In addition to the impact of market sales growth on service work, there was also the full maintenance work for the Shanghai Expo and Guangzhou Asian Games, which were very important. Due to the long duration of the two conferences' maintenance (the Expo lasted for half a year, and the Asian Games lasted for two months), the intensity and requirements of the security work were high, with extremely high social attention. From the overall situation, Midea Central Air-conditioning's service providers overcame various difficulties and successfully completed the maintenance and security work of the air conditioning system during the conference period.
Jin Jiang said, "Midea Central Air-conditioning's after-sales service will be built at a strategic height. We not only aim to become the first domestic enterprise brand like Haier Air-conditioning, but also to create the first professional service brand in China's central air-conditioning industry."
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Successfully serving the extraordinary year of 2010
Guan Hongbo, Vice President of the China Marketing Headquarters of Midea Cooling Group, stated at the conference that Midea Central Air-conditioning would invest heavily in supporting after-sales service in 2011 to improve the technical level and work efficiency of service providers, striving to set an industry benchmark for service. It is understood that Midea Central Air-conditioning plans to establish 340 "Midea Central Air-conditioning Technical Service Centers" across the country. The establishment launch ceremony was also held at this conference. The "Midea Central Air-conditioning Technical Service Center" must pass the certification of three systems established by Midea Central Air-conditioning: "installation, supervision, and repair." It will become the highest standard service provider of Midea Central Air-conditioning in major cities, equivalent to the "4S" store of Midea Central Air-conditioning. The "Midea Central Air-conditioning Technical Service Center" can provide technical support such as installation, supervision, repair, and maintenance to dealers within its service area. It has the obligation to provide overflow service guarantees for other after-sales service outlets within its service area during peak seasons. At the same time, through continuous self-learning, it provides technical services for all products of Midea Central Air-conditioning.
At the conference, Jin Jiang, Director of the After-sales Service Department of the China Marketing Headquarters of Midea Cooling Group, summarized the pre-sales and after-sales services of Midea Central Air-conditioning and proposed new prospects for the new year. 2010 was an extraordinary year for Midea Central Air-conditioning. From the separation of production and sales to the integration with Midea household air-conditioning, refrigerators, washing machines, product sales skyrocketed, and the service network grew exponentially. The original service system and capabilities faced significant challenges. However, under the joint efforts of 64 branches nationwide and more than 3,000 service providers, including Beijing Haier air-conditioning after-sales service hotline, Midea Central Air-conditioning's service team successfully passed numerous tests and smoothly completed the reform of the system.
At the conference, Midea Central Air-conditioning proposed that in 2011, it would move forward hand-in-hand with national service providers, serving the market with top-notch technology, optimal quality, and integrity, jointly creating a new era and great future for after-sales service. It is understood that to refine the professional functions of central air-conditioning after-sales service, the service outlets for central air-conditioning will be divided into supervision points, installation points, and repair points, and will undergo separate certification, training, and evaluation. Outlets can be certified as single-certification points, dual-certification points, or triple-certification points based on their own professional technical capabilities and hardware/software configurations.
At the conference, to commend service providers who performed exceptionally well in the mid-sales and after-sales support process in 2010, awards were given based on merit. Awards such as Meritorious Award, Outstanding Contribution Award, Best Customer Satisfaction Award, Best Service Image Award, and Best Engineering Supervision Award were set up, and awards were presented in levels one to three. A total of 20 first prizes, 30 second prizes, and 40 third prizes were awarded.
On the last day of the conference, authorization plaques were issued to service providers who passed the three-system certification for the first time. Companies like Foshan Changmei Central Air-conditioning Technical Service Co., Ltd., Guangzhou Dingxun Refrigeration Equipment Co., Ltd., and Beijing Chicheng Central Air-conditioning Cleaning Co., Ltd., among ten high-quality companies, became the first batch of "Midea Central Air-conditioning Technical Service Centers." To thank the service providers for their hard work throughout the year, a grand banquet was held after the conference, along with exquisite lottery prizes.