Trust, solidified by her: A chronicle of Fan Shasha's six-year commitment as the after-sales manager

time： 2026-01-06 click count： 6

At Xinxiang Chengde, there exists such a position: it does not directly generate output value, yet it safeguards the company's most precious asset - customer trust. Fan Shasha, the after-sales manager who joined the company in 2019, with her six years of perseverance and wisdom, has transformed the originally cumbersome and passive "after-sales handling" into an active and warm "trust connection". Every time she communicates patiently and steps forward bravely, the service philosophy of "wholehearted service, lasting satisfaction" becomes tangible and perceivable, making her the most vivid practitioner of Chengde's culture.

▲日常工作照片

Job commitment: Incorporate "customer first" into every detail

"There are no shortcuts in after-sales work; it's all about treating customers' matters as if they were your own." This is a phrase that Fan Shasha often repeats. Since joining Chengde in 2019, she has maintained a work intensity of at least ten hours a day, from the early morning scheduling meetings to responding to customer inquiries late into the night. Her busy figure is present throughout every aspect of the after-sales process.

After-sales positions directly face customers' anxieties and demands, and it is common to encounter customers who are emotionally agitated. Once, a customer in Shanxi Province experienced a sudden equipment failure that affected production, and the tone of his voice was urgent and even accusatory over the phone. Fan Shasha did not rush to defend herself, but listened patiently and took notes carefully while quickly coordinating with technical personnel for remote troubleshooting and simultaneously updating the progress in real time. Afterwards, the customer specifically sent a message: "Manager Fan's calmness and professionalism show us the responsibility of Chengde."

This attitude of "no delay, no complaint, no annoyance" is the daily embodiment of Chengde's "wholehearted service" philosophy - always prioritizing customers' urgency, difficulties, worries, and hopes, and using professionalism and patience to build a bridge of trust. Over the past six years, she has won the trust and recognition of many customers with her skilled business skills and sincere service awareness.

▲日常工作照片

Team cultivation: making "professional service" the collective foundation

"The strength of one individual is limited; only a professional team can earn and maintain the trust of customers." As an after-sales manager, Fan Shasha deeply understands the decisive role of team building in service quality. She strictly follows the cultivation approach of "instilling guiding principles, improving the service system, integrating resources, and supervising systems," and has led the establishment of a full-process after-sales service system covering "demand response - problem handling - follow-up review," which fundamentally solves the previous problems of poor service connection and inconsistent standards.

In team cultivation, she serves as both a "technical coach" and a "mentor". For newly recruited after-sales specialists, she leads the team to simulate real-life scenarios such as customer complaints and fault repairs, imparting communication skills and problem-solving methods step by step. When faced with complex technical challenges, she organizes cross-departmental seminars, invites technical experts to analyze and explain, and shares her experience with every member without reservation. More importantly, she always conveys the concept of "service is responsibility" to the team, emphasizing that "it is not only necessary to solve problems, but also to make customers feel the warmth of sincerity and morality".

▲日常工作照片

Under her leadership, customer satisfaction has been continuously improved, and the team has received written praises from customers multiple times. This team, which she built from scratch, has now become the "golden signboard" of Chengde's after-sales service. This spirit of professional collaboration and shared responsibility is also a vivid portrayal of Chengde's culture in organizational construction.

At Xinxiang Chengde, Fan Shasha is an epitome of many outstanding employees. They fulfill their commitments professionally and demonstrate their responsibility through actions in their respective positions, making the corporate spirit of "optimism, inclusiveness, innovation, and perseverance" tangible and real, and also ensuring that the concept of "wholehearted service, lasting satisfaction" takes root.

Youth is like the budding of early spring, vigorous like the morning sun. Fan Shasha devotes her youth to her mission and builds trust through service. She not only writes a touching footnote of growth in her career, but also contributes to the richness of the company's culture. This is also where the deepest strength of corporate culture lies - nurturing spirit in the subtlest details and demonstrating vision through perseverance.