The PROTON After Sales Service Competition 2018 is providing a networking platform for all after sales personnel around the country to exchange ideas and knowledge relating to their area of expertise.
“We want to provide a platform for our people to gather under one roof so they can get to know new friends from other outlets and share their knowledge. We believe that a comprehensive network amongst peers helps to enhance the technical know-how and problem-solving skills of any worker”, said Encik Azharuddin Abdullah, Director of After Sales Management PROTON.
“Our technicians and mechanics have an opportunity to showcase their skills and quality of work in handling customers’ cars. They may come from different regions to compete against one another, however, we also hope the competition brings them together to form their own peer support group.”
Reaching out to customers to enhance customer experience
Pre-qualifying rounds for the Competition were held in 5 regions starting from 20 July. The top-3 participants at the regional level will compete in the final at Centre for Instructor and Advanced Skill Training (CIAST) Shah Alam on 27 – 30 September. Six finalists will win cash prizes and a trip to Shanghai, China where they will visit Geely Headquarters and the Geely Research Centre.
Azharuddin said, “The Competition will encourage our technicians to be more competitive, hence helping them to sharpen their skills. Ultimately, this assists to build the quality of after sales services and take it to a higher level to be on par with global standards.”
During the 2-day event, participants were tested on their theoretical and practical abilities as they were given an engine overhaul task where they were required to dismantle and reassemble a Proton VVT engine within a 3-hour time limit. They were judged based on their speed, accuracy and troubleshooting competencies throughout the process.
“After sales service personnel is the key to a great customer experience. We are continuously improving our after sales service process. One of the initiatives we have taken is making proactive service appointment by calling our customers to make service appointments at their time of convenience,” he added.
Raising the bar for after sales service and customer satisfaction
“Exceptional after sales service is the key to retain our existing customers as well as attracting new ones. When we provide good quality services to them, we are able to increase customer loyalty and benefit from them spreading the news via word-of-mouth. Technicians or mechanics play an important role in ensuring this happens,” Azharuddin added.
