Auto dealers posh up pre and after sales servicesLeading automobile dealers have been increasingly focusing on providing superior pre and after sales service to their customers.
Leading automobile dealers have been increasingly focusing on providing superior pre and after sales service to their customers.
As part of this effort, international standard service centre and showroom with sophisticated equipment, help desk, ambient environment, beverage offerings and high quality interior decor have become a priority, dealers said.
“Our focus is to provide a pleasant environment, top notch equipment and efficient service to increase customer satisfaction.” said Shyam Shrestha, deputy general manager of service and spares at CG Automobiles.
According to Shrestha, the company’s customer care department aims to boost the customer satisfaction level to 100 percent from the current 95 percent.
“In line with the strategy, we have added services like pickup and delivery and SMS-based reminder and follow-up facility,” said Shrestha.
“To address the requirement for spare parts and reduce hassles while getting vehicles repair, we maintain a 10,000 square-foot warehouse that contains more than 90 million parts.”
Likewise, Sipradi Trading, the authorised distributor of Tata vehicles, maintains showrooms and service centres fitted with advanced equipment that provide high quality sales services.
“We use forklifts and computerised systems that significantly reduce maintenance time,” said Prabin Khatiwada, head of the passenger car business unit of Sipradi Trading. “Our showrooms are equipped with coffee bars, internet facilities and TVs.”
According to Khatiwada, the company plans to increase the customer satisfaction level from the current 85 percent to 90 percent by next year.
“We offer 90-minute and 48-hour services and pledge to complete the job within those deadlines. If we are not able to finish the task within the specified timeframe, we provide discounts or free services,” said Khatiwada.
Likewise, Laxmi Intercontinental, the authorised distributor of Hyundai in Nepal, has followed international guidelines to add quality to its service delivery. “Service delivery after sales has always been a top priority of the company,” said Avasish Ojha, senior brand manager.
“Our monthly index of customer satisfaction also reflects our commitment towards customers. The monthly customer satisfaction index is around 88 percent.”
Its service centres are all equipped with international standard machinery as per
the global guidelines followed by all Hyundai outlets, said Ojha. “Now our priority is to increase our market presence while providing the complete 3S—sales, spares and service—solution from one-stop centres.”