Regular after-sales service visits are an important part of Sinotruk's after-sales work, continuously increasing customer satisfaction. Lafarge is our important customer in Nigeria. On March 4, 2020, Zhang Ning, an engineer from our Nigeria representative office, communicated with Lafarge and offered to offer service return visits and troubleshooting work. After obtaining the consent of the other party, he flew to Calabar in southeastern Nigeria on the same day. After a short break, he immediately began to conduct after-sales service visits to its four major transport companies on the operation of new vehicles. Mainly involved in the following parts: Lafarge Cement Plant vehicle troubleshooting; transporter maintenance network operation guidance; new vehicle operating condition inspection; driver training, etc.

Ⅰ Vehicle operation

1. Road conditions

From the Lafarge Cement Plant in Calabar State to the middle-end distribution warehouse in Enugu State, the whole journey is nearly 400 kilometers. The landform is plateau/hilly landform with long uphill and long downhill terrain. Nearly 60% of the whole journey is potholes, and the vehicle needs to brake/shift and decelerate every 10 minutes or so.

2. Vehicle operation

At present, the vehicles are HOWO E7 tractors and Golden Prince trucks. The mileage of the vehicles is about 1500-2000 kilometers, and the vehicles are basically operating normally. No batch/major failures occurred.

Ⅱ. Customer training

1. Drive for 7 hours, follow the truck across the state, and train drivers and maintenance workers from the Lafarge transporter JOZA/whitesoul/BHN/ and the venture company in three batches, focusing on the daily maintenance of the vehicle and the slowdown of the vehicle under special road conditions. The operation of adding and subtracting files was trained.

2. In response to the customer’s skepticism regarding the installation of steel wire tires on the Golden Prince’s trucks, they gave an on-site explanation for customers on tire quality; precautions during driving; air pressure inspection and tyre points. The leader dispels doubts.

Ⅲ. On-site solution of vehicle failure

At the training site, they conduct inspection and disassembly training for gearbox problems caused by irregular gear shifting. In the maintenance process, they focus on the impact of high and low gear operation and irregular shifting on the normal operation of the vehicle.

Ⅳ. Communication with customers

They communicated with customers on the operating conditions of customers’ vehicles, malfunctions caused by irregular driver’s behavior, vehicle first and daily maintenance; they communicated with customers on regular return visits, dispatching on-site technical guidance and other issues to eliminate the normal operation of customers’ vehicles in the future worries.

Conclusion:

Customer return visits are a very important part of our daily after-sales service. SINOTRUK has always practiced the core values of customer satisfaction. Every member of SINOTRUK adheres to the basic requirements of "techniques and foreign languages for export", working diligently in foreign countries, like in Nigeria. This land is shining for the overseas service business of SINOTRUK.