Beijing, June 23, 2009 – Mercedes-Benz China today invited a group of media to its authorized sales and service centers as participants in the exclusive "Service Discovery Journey". At the event, journalists played the role of Mercedes-Benz car owners, each bringing in a Mercedes-Benz car and experiencing first-hand the type of after-sales service that Mercedes-Benz customers receive. Through this event, the automaker showcased to the public the constant care and excellent service that Mercedes-Benz provides to customers at every dealership in China market.
"Mercedes-Benz car owners are more than just our customers; rather, they are our partners, with whom we have mutual support: they place their trust on our brand by purchasing a Mercedes-Benz vehicle, and we strive to fulfill our promise by providing them with the best service at every dealership," said Daniel Whitehead, General Manager of After-Sales for Mercedes-Benz (China) Ltd. "Along with the growing market, more and more people are becoming Mercedes-Benz customers, and we are dedicated as always to providing them and their vehicles with our superior care that meets and beyond their expectations."
At each individual authorized Mercedes-Benz sales and service center, it is Mercedes-Benz's goal to ensure that all customers experience the ultimate sense of exclusivity and comfort. Today's event, held at one of the authorized sales and service centers of Mercedes-Benz in Beijing, presented the media with such a feeling, as the dealer staffs treated them like actual Mercedes-Benz customers.
As part of the star services Advanced Booking system, the journalists were immediately recognized by the staffs and greeted by their names as soon as they stepped into the dealership. After handing their car keys to the Service Advisor, the media were escorted into the exclusive VIP area while their cars were being diagnosed. Similar to what customers experience at the completion of each service, a dangler was hung on the rear-view mirror of the journalists' cars, serving as a measure for them to express their opinions on service improvements. With such a system in place, Mercedes-Benz clearly demonstrates its dedication to listening to and learning from customer feedback.
In addition to receiving full treatment as a Mercedes-Benz car owner, journalists also received a special pass for a tour of the dealership garage. During the tour, the media witnessed genuine Mercedes-Benz auto parts and equipments as well as state-of-the-art technology, such as advanced Star Diagnosis - which is updated globally on a monthly basis, giving technicians the power to quickly pinpoint vehicle faults and carry out efficient repairs. Journalists also had the opportunity to learn about Mercedes-Benzs adherence to the highest level of environmentally friendly procedures. For instance, all used auto parts are collected by a professional agency specializing in eco-friendly services, while all waste water is managed by a global recycling system. Media were also given an introduction to Mercedes-Benzs effective distribution management system. Currently, Mercedes-Benz owns three distribution centers, located in Beijing, Shanghai and Guangzhou - all of which have close contacts with all of its dealerships, ensuring that each is sufficiently stocked with the necessary auto parts.
According to the introduction during the garage tour, Mercedes-Benz owns five training centers located in Beijing, Shanghai, Guangzhou and Hong Kong. Offering full-time and regularly scheduled training programs that are face-to-face, video-based, computer-based, and in cooperation with vocational schools, Mercedes-Benz garnered over 35,000 training participant day in 2008 - a clear indication of the automaker's determination to achieve the goal of highest customer satisfaction.
Mercedes-Benz is also committed to solidifying its service to customers by providing them with added-value benefits. In addition to providing service, the automaker's Value Enhancement Plan offers a range of activities that enhance customers' relationship with the brand. Mercedes-Benz also puts into consideration the needs of customers on the road, as exemplified by its 24-hour Roadside Assistance Program.
Mercedes-Benz's consistent dedication to providing global standard service to customers has indeed yielded positive results, as Mercedes-Benz was ranked No. 1 in the J.D. Power Customer Satisfaction Index in 2008. The quality service has helped boost Mercedes-Benz's development in the market, as the automaker achieved a remarkable year-on-year growth of nearly 50% in the first five months of the year. With such success, Mercedes-Benz is determined to strengthen its services in all of its more than 120 dealerships to guarantee even higher customer satisfaction.
