Bernard Rich,Service Manager, Almoayyed Motors, Mario D’Costa,Senior Manager, Parts, Almoayyed Motors, Declan J McCluskey, Group CEO, Mohammed Almoayyed, Dealer Principal, Almoayyed Motors, Farouk Almoayyed, Dealer Principal, Almoayyed Motors, Chris Noel, Director of Customer Service, Ford Middle East, Sandeep Mathur, General Manager, Almoayyed Motors, Nikhil Gopalan, Dealer Operations Manager, Bahrain, Ford Middle East
Ford customers in Bahrain are assured of top notch service with Almoayyed Motors, the Ford and Lincoln importer-dealer in the Kingdom, receiving the Ford Service Excellence Certified seal of approval after passing a rigorous assessment as part of Ford Motor Company's Service Excellence programme. This is the third consecutive year that Almoayyed Motors receives this prestigious Ford Motor Company recognition.
The programme 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.
“We are thrilled with this achievement. Almoayyed Motors continues to invest in its facilities, the best people and has the most effective systems, like Service Excellence, to reward customers for investing in the Ford and Lincoln vehicles we offer,” said Sandeep Mathur, general manager of Almoayyed Motors. “Our entire team has worked hard to raise the bar once again on the level of after-sales service we provide to our customers.”
Chris Noel, Ford Middle East's Regional Customer Services director said: “We congratulate Almoayyed Motors on this achievement. The rigid Service Excellence programme was formulated to bring customers peace of mind and to increase their satisfaction from their overall experience with Ford and Lincoln. This Certification proves that Almoayyed Motors has worked hard to maintain the high standards required of Service Excellence dealers.”
Certified Service Excellence is an accreditation program that has been designed to ensure that customers have a consistent satisfactory experience when visiting a Certified dealership.
It has proven a great success at more than 2,000 dealerships in over 40 countries worldwide. The programme includes 12 key elements, including convenient appointment times, immediate and personalised service reception where customers are part of the initial vehicle inspection and fixed pricing before the start of the repair, to name just a few of the processes.
Service Excellence is a step-by-step procedure designed to maximise 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 an appointment time that is convenient for them 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.
Dealers on the Service Excellence program world-wide have seen an average of a 36 per cent hike in customer satisfaction. And, due to the unique service experience, they have also experienced an increase in older vehicles visiting the service facility (the average age of vehicles being serviced increased by 43 per cent). Because vehicles are more complex now it often takes the skills of a factory-trained technician and genuine replacement parts to correctly diagnose and fix a vehicle. The Service Excellence process makes it more convenient for customers, with vehicles of any age, to have them service at a dealership facility now.