VW launches training for service advisors
Dubai, September 7, 2009
Volkswagen Middle East has launched specialist training for its service advisors, which will start in January and run for a three month period with scheduled assessments throughout the year.
The move comes as part of Volkswagen’s celebration of its fourth year in the Middle East this month for its after sales division. The company has announced 2010 as the ‘Year of Service Advisor Training’.
Covering 11 markets across the region, the Volkswagen Middle East After Sales division has exceeded its targets year on year and reached significant milestones in serving its customers in the Middle East, said a statement.
Over the past four years, Volkswagen Middle East After Sales has been expanding its presence and offerings across the region by launching several new initiatives including a new regional parts centre, free AC campaign, service clinic checks and also taking part in global service qualification competitions, all aimed at improving customer service and satisfaction.
Thomas Faerber, after sales director at Volkswagen Middle East said: “At Volkswagen Middle East, we are proud of what we have achieved since our introduction to the region four years ago. We have made a significant impact on our customer and dealer satisfaction and we will continue to measure our efforts and raise our standards year on year.”
Since its opening in April 2007, the Jebel Ali Parts Centre has significantly reduced the waiting time for new parts for customers in the Middle East and highlighted the high standards of the centre’s skilled parts personnel.
Volkswagen Middle East also offers free air conditioning check-ups each year across the region. In addition, free service inspections by the Volkswagen service clinic are provided as a team of mechanics and experts travel to countries across the Middle East to provide assessments on visuals, road tests and on-board diagnosis with discounts on parts and labour for four weeks following the check-up.
As after sales directly affects customer satisfaction, Volkswagen Middle East hosts an annual after sales conference to ensure delegates continue to deliver the best standards of customer service.
Around 30 service and after sales managers attend from across the region to review the previous years’ successes and discuss the business strategy for the next 12 months.
In 2009, Volkswagen Middle East will also be participating for the second time in the Volkswagen Services Qualification World Championship.
The initiative is an annual event that enables service standards to continually improve and allow technicians and service consultants to be up to date on the latest information, skills and advice.
The regional finals, which will take place in November, will see eight of the Middle East markets compete against over 60 other countries from across the globe in hope to be shortlisted for the finals taking place early next year. – TradeArabia News Service