在这个万物互联的时代，人们已经习惯了生活的极简模式。 衣食住行被折叠进了各种应用程序里，点击屏幕——外卖送上楼，专车开到门口，甚至连问诊都可以隔 着屏幕完成，效率被推向了极致，生活似乎变成了一场不需要见面的"无接触"配送。 这种便利确实让人着迷，直到那个小意外发生。 也许是在异地出差的深夜，手机突然黑屏，里面存着明早要用的资料；也许是刚给家里买的路由器组网 失败，怎么也连不上网；也许是刚给父母买的新手机，隔着电话难以沟通清楚使用操作。在这些生活意 外"卡壳"瞬间，才让人猛然发现，习惯了远程解决问题后，在身边竟然找不到一个具体的、可以面对面 交谈的支点。 那一刻，机械的智能客服回复和标准化的"请稍候"不再奏效，大家渴望看到一家街角的门店，推门进去 有暖气和热茶；渴望听到一个真实的声音，告诉你"别急，我来看看"。 随着数字技术的深度渗透与Z世代等新生代消费群体成为主力，消费者对服务的即时性与情感价值的期 待开始发生变化，大家需要的不仅仅是高效的设备维修，更是一份能时刻在身边、有温度的真实回应。 因而一套线上线下共同支持、以专业和温度共同支撑的服务体系，或许才能满足这份期待。 华为服务在做的，就是这样一件事。 无处 ...

Core Viewpoint - The core competitive advantage of service lies in the attention to people, representing a long-term, proactive commitment that is always present in daily life [1][35]. Group 1: Service Expectations in the Digital Age - In the era of connectivity, people have adapted to a simplified lifestyle where services are delivered through applications, leading to a desire for immediate and emotional value in service [2][3]. - Consumers are increasingly seeking not just efficient device repairs but also a warm, real-time response that can be provided through a comprehensive online and offline service system [4]. Group 2: Huawei's Service Network - Huawei has established a vast service network with over 2,400 authorized service centers and more than 20,000 service collection points across 99% of prefecture-level cities and 97% of counties in China [10]. - This extensive network allows Huawei to integrate into users' daily lives, providing a sense of familiarity and support, regardless of location [11][12]. Group 3: Professional and Efficient Service - Huawei's service emphasizes high efficiency and professionalism, with nearly 80% of service engineers holding professional certifications, ensuring precise diagnostics and repairs [21][24]. - The transparent repair process, where users can observe the progress, enhances the sense of security and trust in the service provided [25]. Group 4: Proactive Service Approach - Huawei's service model shifts from "customers seeking service" to "service reaching customers," fostering deeper emotional connections by integrating services into daily life [26][29]. - Initiatives like community service events and specialized services for individuals with disabilities demonstrate Huawei's commitment to addressing diverse customer needs [30][32]. Group 5: Continuous Support and Presence - Huawei's service is characterized by ongoing support, with initiatives like "Huawei Service Day" offering free maintenance and support, and maintaining operations during holidays to ensure customer needs are met [32][33]. - The focus is on being a constant presence in users' lives, transforming service from a mere solution point to a reliable guardian [33][35].