Service with warmth, never failing the trust placed in us. Putting the customer at the center, relieving their urgent needs and dispelling their worries, and conveying warmth through sincere service—only in this way can we win customer recognition.
“What should I do? I forgot to bind the information in advance…” In the dead of night, the waiting area of the United Petrochemical parking lot was silent. Driver Master Li stared at his phone screen, his brows tightly knit. It was his first time conducting loading operations at United Petrochemical, and he hadn’t uploaded the required information beforehand, so he couldn’t help feeling anxious.
Master Li looked around; the other drivers in the waiting area were already resting, and there was no one to help. Suddenly he remembered the United Petrochemical service hotline number a fellow worker had given him. He fished it out and saw a landline number, but a doubt crept into his mind: “Which company would still have staff on duty this late? Will the call really get through?” With uneasy feelings, he dialed the service hotline.
“Beep... beep...” Before the second ring could even finish, a clear and gentle voice came from the other end: “Hello, United Petrochemical hotline. How may I help you?” Master Li felt as if he had seized a life-saving straw; his words tumbled out faster than usual: “Hi, I'm about to join the queue for loading, but some information still isn't ready. It’s so late I can’t find anyone to help, and I’m not good with phone operations. I’m really worried I’ll slow the whole line down. Could you walk me through it?”
“Don't worry, I'll guide you step by step,” the voice in the receiver remained warm and calm. “First, open the ‘Fuhai Customer Service’ mini-program, tap ‘Driver Documents’ on the home page, and you’ll see clear prompts inside. Start by uploading your license...”
From that moment on, the call that bridged the night became a private “temporary classroom”. Following the instructions, Master Li gradually grew familiar with the process. Whenever he hesitated, the agent on the line patiently explained: “Master, look at the on-screen hint... yes, just follow the guide and take your time”.
▲The service staff always serve with a smile
As each piece of information was filled in, Master Li’s furrowed brow slowly relaxed. At the final step, the agent gently reminded him, “Master, take a moment to double-check that nothing’s missing; when you’re sure everything is correct, just hit submit.” Following the prompt, Master Li completed the process and finally exhaled in relief. “Wonderful—my information went through! Thank you so much!” The agent replied with a smile, “My pleasure, Master; it’s what we’re here for. The first time you’ll need to upload a few documents, but on future visits you can head straight to the queue. If anything comes up, call this number anytime—we’re on duty 24 hours a day.”
The next morning, Master Li made a point of finding out who had been on the night shift and hurried to the business hall to hand over a handwritten thank-you letter. The words were simple, devoid of flowery phrases, yet every character was steeped in heartfelt gratitude. Behind those plain sentences lay more than a polite “thank-you”; they carried the deepest recognition of Fuhai’s service—born from a moment of genuine assistance.
▲Sincere gratitude flows between every line.
Warmth is always present, and progress never stops. In response to the differentiated needs of every customer group, Fuhai keeps exploring and refining, steadily upgrading the “Fuhai Customer Service” system to be more efficient and more caring—so that every “Master Li” enjoys a better experience.
Many people regard service as a scripted reply or a set of standard directions, but Fuhai people answer with action: real service puts customers’ urgent worries at heart. At Fuhai, whether it is a business consultant patiently answering questions or a security guard checking a customer’s vehicle under the scorching sun, every post practices the principle of “continuously creating value for customers”, letting thousands upon thousands of clients feel “closeness” and “assurance”.
