Nasem Al Bitar After Sales Manager A&S AUDI
Ali & Sons, sole distributor for Audi cars in Abu Dhabi, has been ranked number one for overall After Sales customer satisfaction against its premium sector competitor brands and as top Audi partner for After Sales customer satisfaction for the entire region. The company attained its leading position, awarded by Audi Middle East, with a Customer Satisfaction Index (CSI) score that was 10.7 points above the regional average for Audi partners.
"We are obviously delighted that our hard work has been recognised,” said Nasem Al Bitar, After Sales Manager, Ali & Sons Audi. “Our objective throughout 2013 was to enhance and optimise the experience for our Audi customers and thanks to a sustained team performance, our efforts have paid off,” he added.
Ali & Sons number one spot was achieved with efforts and improvements in a number of areas. A highly experienced management team was brought in who quickly adopted Audi’s worldwide benchmark customer service philosophy and processes which required a substantial investment in training for technical and customer-facing staff members. This structured certification scheme is completed offsite at Audi’s Middle East regional training facility, and will continue throughout 2014 and beyond.
Also during 2013, the Ali & Sons Audi service team worked closely with a number of highly skilled Audi factory consultants who assisted with defining and finely tuning the improved customer experience and the processes needed to ensure consistent quality.
A dedicated Customer Relationship Management Department was also established, which saw employees participate in regular courses designed to improve their skills in many areas. The organization’s technical team played an important role by updating the factory specified equipment and diagnostic software, which improved the company’s ability to provide an optimum level of service.
“We are very proud of this result and are delighted to have seen our efforts rewarded with some great prizes for the team,” said Al Bitar. “It was a combined effort from everyone that resulted in this great achievement for our company. It will be a challenge to maintain this number one spot for Audi After Sales service in the entire region, but it is our aim to retain the top slot by continuing to be the best and offering a service that is second to none for our Audi customers,” he added.