Al Riyadh – MENA Herald: The Al Sahafa branch of Al Jazirah Vehicles Agencies Co (AJVA), the Ford and Lincoln exclusive importer-dealer in Saudi Arabia, won Ford’s Service Excellence accreditation award after successfully completing an intensive evaluation of its car maintenance, spare parts and customer service center processes.
Ford Service Excellence is a unique customer satisfaction initiative created by Ford to improve parts and service processes in order to deliver a unique service experience and outstanding customer satisfaction. The evaluation and scrutiny process takes place over a 12 month period and covers all aspects of a Ford dealership’s after-sales operation.
This is the second consecutive year that AJVA’s Sahafa branch in Riyadh receives this coveted recognition from Ford, while two other branches of Al Jazirah Vehicles Agencies Co, namely,the Al Sulay bodyshop branch in Riyadh and Al Khalidiya body shop branch in Damam also received Service Excellence accreditation this year.
Chris Noel, Customer Service director of Ford Middle East, said: “Service Excellence is a crucial element of the overall value that Ford and its dealers offer to their customers, and we commend Al Jazirah Vehicles Agencies Co for their continued commitment to deliver high customer satisfaction levels.
“A lot of effort has been put behind the formulation of Service Excellence as it has been designed to bring customers peace of mind and to increase their satisfaction from their overall experience with Ford and Lincoln. This certification shows that Al Jazirah Vehicles Agencies Co. has worked hard to maintain the high standards required of Service Excellence dealers,” he continued.
For his part, Shaikh Mohammed Bin Abdullah Al Kraidees,Assistant General Manager of Al Jazirah Vehicles Agencies Co., said: “We are pleased with this achievement. Al Jazirah Vehicles Agencies Co. continues to invest in its facilities and people, and has some of the most effective systems, like Service Excellence, to reward customers for their loyalty and patronage.
Service Excellence is a step-by-step procedure designed to maximize convenience, productivity, flexibility, and customer care. Trained personnel call customers proactively to remind them that their car is due for service and agree on an appointment time that is convenient for the customer – although the system also accommodates walk-ins.
Customers arrive at their appointment time and receive immediate attention instead of having to arrive when the service facility first opens and waiting in a line. They then experience a unique service reception process in which they participate in the initial vehicle inspection with the Service Advisor, usually conducted with the vehicle on a lift, which provides the customer with the opportunity to see under their vehicle.
The customer is given a copy of the multi-point vehicle inspection form, which shows the items inspected and indicates any that need immediate attention or are showing signs of wear that need to be watched. The customer is better informed about the condition of their vehicle and has peace of mind knowing what items were inspected.
Menu pricing is another trademark feature enabling customers to gain an accurate picture of what their car servicing will cost before they leave the service facility. Diligent market research ensures that prices for parts and labor are competitive, while the latest diagnostic technology and training, provided by Ford Middle East, helps technicians to identify the work required as quickly as possible.