Mercedes-Benz Malaysia, in conjunction with the 10th anniversary of the Mercedes-Benz Service Excellence Award Program (SEAward) played host to 250 representatives from 85 dealerships around South East Asia and Sri Lanka.
The SEAward is a motivational program aimed at increasing customer satisfaction in the participating countries. Bringing together Mercedes-Benz dealer representatives from around Malaysia, Indonesia, Singapore, Thailand, Vietnam, Brunei, Philippines and Sri Lanka, the 2-day celebration was an occasion to highlight the importance of the After-Sales business to Mercedes-Benz.
To mark the many SEAward milestones and its 10th anniversary, the one-day conference included several key activities. Dealer representatives heard from Thomas Weigand, Director After-Sales Mercedes-Benz, smart & Maybach, Daimler Central/ Eastern Europe, Africa & Asia; Roland Folger, President and CEO Mercedes-Benz Malaysia; Johannes Fritz, Director Sales & Marketing Mercedes-Benz Cars, Daimler Central/ Eastern Europe, Africa & Asia and Christian Treiber, Director Service & Parts Business Passenger Cars, Daimler AG. The different speakers highlighted the development and growth plans in After-Sales and Sales & Marketing based on customer satisfaction and customer relationship programs for Mercedes-Benz in the region.
Speaking at the celebrations, Mercedes-Benz Malaysia President and CEO, Roland Folger, said, “Mercedes-Benz Malaysia is proud to host the SEAward and celebrate its 10th anniversary with our South East Asian and Sri Lankan dealer counterparts. The SEAward is a testament to ‘going the extra mile’ not just today or tomorrow, but every day. As a pioneer and leader in the automotive industry, Mercedes-Benz has a lifelong commitment to the pursuit of excellence in providing the ultimate lasting experience for our customers.”
The SEAward has gained momentum in the years since its establishment, recording a steady increase in enthusiasm from regional dealers. In 2014, 85 dealers participated in the SEAward; which totalled 4,891 employees dedicated to building excellence in service track records.
Mercedes-Benz has recorded phenomenal growth, particularly within the Asian region. Recognising the integral role its Asian counterparts play in Sales and After-Sales, the SEAward was established to evaluate the performance of service centres. It also serves as a motivating factor towards excelling in customer service. Winning dealers are judged according to an After-Sales Customer Satisfaction Score (CSI) and Net Promoter Score (NPS).
