Home > News > Company News > To peace of mind, promises with you—— night service hotline of NorthGlass Tempering Equipment is in preparation.
To peace of mind, promises with you—— night service hotline of NorthGlass Tempering Equipment is in preparation.
source：NorthGlass
type：Company News
date：2023-01-28
In the midnight, the phone of Luo Honghai, the customer service manager of South China for NorthGlass Tempering Equipment BU, suddenly rang, which broken the peace of the night. Suddenly weaking up from a dream, Luo quickly answered the call, even didn’t watch the name of telephone visitor.
“Luo! Sorry to call you at this time, there is an emergency!” The voice on the phone was full of urgency and anxiety. “Don't worry, please describe the problem firstly,” although Luo still confused, but the after-sales professional quality made him to understand that solving the problem is priority.” “There is a point heating all the time, and the temperature around this point is obviously high, and the glass produced is of poor quality.” the call was from a customer in Hainan province. “The solid-state relay at this point was broken down, please replace a solid relay in the spare parts box.” Luo Honghai pointed out the cause of the problem and gave a suggestion, and a few minutes later, the problem was solved.
Luo put down the phone and glanced at the time: 1:42 a. m., for after-sales services who need to get up early and go to work on time during the day, the ability to answer calls and solve problems at any time is out of respect for customers.
Urgent call at night is the characteristic of the glass tempering industry. At present, most provinces and cities have the electricity price strategy of peak, low and flat. The highest electricity price is 1.1 yuan in the day and 0.35 yuan at night, resulting in a huge cost difference. In the current competitive market, many enterprises have arranged night shifts to reduce costs. As the core equipment of the deep glass processing and the mainly electricity user, the tempering furnace only work at night. In the quiet night, the technical personnel of the manufacturer are off duty, the tempering furnace out of the problem whether can be solved timely and effectively, which become a hot potato for tempering manufacturer. Who can provide it with an “emergency department”? Who can protect it? The after-sales staff of NorthGlass have been giving a reply with a conscientious working attitude.
However, it is also a dilemma: on the one hand, if the problem is not solved in time, not only will affect the normal production plan, but also may even produce additional costs; on the other hand, the after-sales staff do not rest well at night, it is bound to affect the normal work of next day. So, what if we also set up a late-night “emergency” call? What if we have a dedicated night online support staff for our promised 24-hour service?
The night service hotline of NorthGlass Tempering Equipment is in preparation. To peace of mind, promises with you.
