Putting customers at the center, adhering to the service philosophy of "integrity in performance, professionalism and efficiency, precise adaptation, and long-term win-win", we provide full lifecycle service support to overseas customers, helping them achieve maximum value;

Covering the entire process of consulting, customization, delivery, training, maintenance, parts supply, technical support, and other services for Chusheng's full range of overseas products (special vehicles, emergency equipment, etc.) for sale;

Overseas services are managed and coordinated by the overseas business unit of the group, linking domestic production, research and development, after-sales and other departments, collaborating with overseas distributors and service outlets, forming a service system of "headquarters coordination and local response", clarifying the responsible parties of each link, and ensuring the implementation of services.

Overseas customers initiate inquiries through the group's overseas official website, overseas offices, authorized distributors, emails, phone calls, and other channels. The customer service team of the overseas business unit responds within 24 hours, establishes dedicated service contacts, and follows up on customer needs throughout the process. The docking content includes product consultation (parameters, configurations, adaptation scenarios), price consultation, customization requirements, delivery cycle, transportation methods, payment methods, local compliance requirements, etc., ensuring comprehensive and accurate answers to customer questions, and synchronously pushing relevant product information, cases, and service standards.

The service liaison conducts targeted demand research based on the policies and regulations, industry needs, road conditions, and usage scenarios of the customer's country/region, clarifying the customer's core demands (such as product specifications, customization requirements, delivery time, after-sales support scope, etc.). Collaborate with the R&D and production departments of the joint group to conduct feasibility analysis of customer needs, combine the advantages of Chusheng products, match suitable product solutions for customers, avoid blind recommendations, and ensure that the solutions meet the actual usage needs of customers.

Based on customer needs, provide detailed product plans, quotations, customized solutions (if any), delivery schedules, service commitments, and other materials, and communicate and confirm with customers through email, online meetings, and other forms. In response to the customer's modification suggestions, complete the plan adjustment within 2 working days, communicate repeatedly until the customer confirms it is correct, sign a formal cooperation contract, clarify the rights and obligations of both parties, service scope, delivery standards, after-sales support and other core terms.

After the contract is signed, the overseas business unit synchronously transmits the order information to the production department, clarifying the production cycle, customization requirements, and quality standards. The service liaison provides weekly feedback to customers on production progress (such as raw material procurement, production processes, inspection status, etc.). If there are special situations such as production delays or customized adjustments, they inform customers immediately, explain the reasons, and propose solutions to ensure that customers keep track of order dynamics in real time.

Based on the geographical location and transportation requirements of the customer's country/region, coordinate and plan logistics solutions (sea, land, air, etc.), select qualified and experienced cross-border logistics service providers, and be responsible for the entire process of product customs declaration, clearance, and transportation. Assist clients in preparing the necessary documents for customs clearance in advance, such as customs declaration forms, certificates of origin, product qualification certificates, etc., to ensure smooth customs clearance and avoid delayed delivery. After the product is shipped, promptly push the logistics tracking number and transportation trajectory to the customer, track the logistics status throughout the process until the product arrives at the customer's designated location.

After the product arrives, the service liaison will collaborate with local overseas service outlets (or distributors) to assist customers in conducting on-site inspections. The acceptance content includes product appearance, parameter configuration, performance testing, and accessory integrity, which are checked one by one against the delivery standards stipulated in the contract. After passing the acceptance inspection, the customer signs the acceptance confirmation form; If there are problems with product quality, configuration, etc., immediately initiate the abnormal handling process, propose a rectification plan within 24 hours, and replace, repair, or adjust in a timely manner until the customer accepts it as qualified.

After passing the acceptance inspection, professional technical personnel (domestic or overseas local technical personnel) will be arranged to conduct product usage training according to customer needs. The training content includes product operation methods, daily maintenance skills, safety precautions, common fault troubleshooting, etc., to ensure that customer operators are proficient in product usage skills. After the training is completed, a practical assessment will be conducted, a training certificate will be issued, and multilingual operation manuals and maintenance manuals in Chinese, English, and other languages will be provided simultaneously.

Establish overseas customer product files, record product delivery information, usage, maintenance records, etc. The service liaison conducts quarterly phone or online follow-up visits to customers to understand the product usage status and provide daily maintenance guidance; Arrange 1-2 on-site inspection services per year to conduct comprehensive testing and maintenance of products, promptly identify and eliminate potential faults, and extend product service life. Provide exclusive inspection plans for key customers and large-scale procurement projects to enhance customer experience.

After customers discover product malfunctions, they can report them through overseas service hotlines, emails, WeChat, and other channels. The after-sales team of the overseas business unit responds 24 hours a day to clarify the situation, location, and urgency of the malfunction. If it is a simple malfunction, provide remote guidance to customers through phone, video, and other means to troubleshoot and resolve it; If it is a complex fault, immediately coordinate with overseas local service network technicians to rush to the scene for handling, arrive in remote areas within 48 hours, ensure quick resolution of the fault, and reduce customer losses. After the fault is resolved, conduct follow-up confirmation, record the fault handling situation, and form an after-sales file.

Establish a parts warehousing center in the core overseas areas to store commonly used parts (such as hydraulic parts, electrical parts, vulnerable parts, etc.) and ensure timely supply of parts. After the customer requests accessories, the service liaison confirms the accessory model and quantity, and the overseas accessory center completes the accessory outbound and shipment within 48 hours, synchronously tracking the logistics status. For special accessories, coordinate with domestic production departments to expedite production and shipment, clarify the delivery cycle, ensure timely delivery of accessories, and guarantee the normal operation of products.

After each service is completed (such as delivery, troubleshooting, training, etc.), a service evaluation questionnaire is distributed to customers to collect their evaluations and suggestions on service attitude, service efficiency, and service quality. Timely rectify and optimize the problems raised by customers, and continuously improve the service level; Include high-quality evaluation in the assessment of the service team and motivate service personnel to improve service quality.

Establish a long-term customer follow-up mechanism, with service coordinators regularly communicating with customers to understand their future needs (such as product upgrades, new purchases, service upgrades, etc.), and push information on the group's new products, technologies, preferential policies, etc. For long-term cooperative customers, we provide exclusive service discounts, priority delivery, customized services and other benefits, deepen cooperation relationships, and achieve mutual benefit and win-win results.

All overseas service activities strictly comply with the laws and regulations, import and export policies, and industry norms of the customer's country/region to ensure compliance and legality of services;

The product quality meets international standards and customer agreements, and the after-sales fault handling ensures a one-time resolution rate of not less than 95%. The quality of accessories meets the group's standards;

The overseas service team is composed of professional technical personnel and customer service personnel, with rich overseas service experience, proficient foreign language communication skills, and professional product knowledge;

If customer losses are caused by group service errors or product quality issues, corresponding responsibilities shall be borne according to the contract agreement; If problems arise due to customer violations or force majeure, the group provides technical support and does not bear any related losses.