Service is the glue that binds automakers and car users
Car dealer is the representative face
According to the research results on “Vietnam Used Car: Market Outlook to 2025”, it shows that, on average, nearly 4 years, Vietnamese customers will consider changing their car once. Therefore, the after-sales experience is extremely important for the customer’s next car purchase.
During the ownership period, users will return to the company regularly for maintenance and repair when the need arises. Selling a car doesn’t just stop at the moment the car rolls out of the showroom, it’s the starting point to evaluate the customer experience for each brand.
Car dealers are considered as the representative face to take care of users. Consistency in service quality is essential. Sharing about this, Mr. Takahara – General Director of Vietnam Suzuki said: “We have a system of 40 distribution agents nationwide. And Suzuki believes that it will continue to expand with the number of high-end dealers in the near future. close space so that each province has a standard service center.”
Suzuki currently has up to 40 genuine dealers and is planning to expand more in 2022
In the past two years, most users have had a positive view of Suzuki in terms of after-sales. Mr. Tam (HCMC) shared: “Suzuki is very aggressive in improving service. I have been to about 3 different dealers in Ho Chi Minh and have visited some other dealers in the West on a number of trips. Everywhere, a modern waiting room is built, thoughtful drinks are served and there is a dedicated service advisor to solve your problems quickly.”
According to the share from Suzuki, the company regularly organizes events to both report on its operation process, exchange experiences, and encourage employees to achieve good results and motivate employees to strive. thereby helping to improve customer service.
With the desire to improve service quality, Suzuki continuously organizes advanced training courses and holds certification exams for each service advisor and technician according to Suzuki Japan’s standards. Up to now, Suzuki’s service team includes 46 service advisors with Suzuki Japan training certificates, 126 technicians with bronze certificates, 48 technicians with silver certificates issued by Suzuki. Suzuki Japan level.
Always improve, listen to customers
From listening to suggestions on spare parts prices and distribution channels, Suzuki strives to improve service. As a result, the unit price of spare parts is reduced by 50% compared to before. Each dealer has its own spare parts warehouse, coded and organized into large clusters with more than 23,000 types and more than 630,000 parts. Two large spare parts warehouses in Dong Nai and Hanoi can fulfill customer orders in just a few days.
With two large spare parts warehouses in Dong Nai and Hanoi and stockpiles at all dealers, Suzuki ensures a quick supply of spare parts across the country.
Genuine parts prices and maintenance are publicly listed on the website, allowing customers to conveniently look up and prepare finance for their car repair plan.
Mr. Nam (Hanoi), owner of the Suzuki XL7 manufactured in 2020 shared: “Suzuki dealers are present in most of the important places. Like me in Long Bien, I usually take the car to the NISU – Long Bien dealer. 449 Nguyen Van Linh, Phuc Dong, Long Bien, Hanoi) to be taken care of. It’s both fast and easy. It’s important not to worry about being ‘hacked’, getting angry every time it needs to be repaired or replaced. Availability of spare parts and dedicated service attitude right from the moment guests step in are what I like most when deciding to stick with Suzuki”.
According to the evaluation of many customers, Suzuki has the leading low maintenance and repair costs among Japanese car manufacturers available in Vietnam. Suzuki is also the pioneer Japanese automaker in extending the engine and transmission warranty period to 5 years or 150,000 km.
Suzuki cars are famous for their durability. Customers only need maintenance at the 7,500 km mark or 6 months, whichever comes first. Quang Khai (Binh Duong), who is driving the Suzuki Ertiga, couldn’t hide his smile when he revealed: “Suzuki is free to maintain at 3 milestones of 1,000 km (1 month), 7,500 km (6 months), 15,000 km. (12 months) so in the first year of use, I only spent about 1 million VND for changing the oil and doing a few other things.”
Ertiga customers only spend about 1 million VND in maintenance fees during the first year of use
Customer care is a long-term process and constant efforts to gain trust from car users. In the past, this was often emphasized in luxury car manufacturers. However, at Suzuki, each customer plays a very important role, and the company always strives to provide a better after-sales service experience every year.
Improving service quality instead of running after “virtual” promotions, making a mark with its own way to help Suzuki conquer users’ hearts, bring about outstanding achievements. Currently, Suzuki is leading the light truck segment and is honored in the Top 10 popular passenger car brands in Vietnam.
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at Blogtuan.info – Source: cafebiz.vn – Read the original article here
