Dedicated to customer care through • By the end of 2004, the number of authorized service centres in China will be expanded to over 50 • Customized Value Enhancement Programme for Chinese customers • Introduced ¡®Autohaus Concept' to China • Emphasis on training and qualification of service personnel • Fully equipped and frequently updated with the latest diagnostic tools and equipment that meets the factory specifications • Only approved parts are used to ensure customers safety and benefits • Conduct regular surveys such as the ¡®Customer Satisfaction Index' (CSI) to better understand customers needs June 9, 2004, Beijing Mercedes-Benz ensures reliability, durability, safety and innovative design in every one of its product. This promise also extends to the quality of service given to the customers and their vehicles after the sale. The company's commitment to after-sales service ensures that Mercedes-Benz customers know that they have a partner to assist them. Mercedes-Benz has always believed that the purchasing of a vehicle is the beginning of a long-term relationship between the company and the valued customers. Regular professional servicing is essential for keeping the vehicles in excellent condition. Only Mercedes-Benz engineers - with long years of experience and a wealth of back-up resources - are fully qualified to understand, and properly maintain, the complex and sophisticated systems of Mercedes-Benz models. ¡°Consumer demand among Chinese people is ever increasing, especially for well-known international brands,¡± said Peter Honegg, the President of Mercedes-Benz China Ltd. ¡°Their attention to a vehicle's value retention and belief in the necessity of vehicle maintenance have never been as intense as today.¡± Today, there are 42 existing Mercedes-Benz authorised service centres around China , and it is believed this number will reach to over 50 by the end of 2004. Value Enhancement Programme From 1999, Mercedes-Benz started to organises a series of regular customer relationship events under the umbrella of the ¡°Value Enhancement Programme¡±. Mercedes-Benz China put a lot of effort into customer care. Through this kind of programme, professional inspection service is offered regularly to the customers. Vehicles brought in are checked with the latest high-tech equipment. Details of the inspection are recorded down for future diagnosis. Customers are also offered vehicle familiarisation programmes to improve their knowledge of safety features and vehicle systems, such as vehicle operation, small maintenance jobs and emergency routines. Above all, the participants are also informed about the importance and necessity of carrying out regular services and maintenance for their vehicles in authorised Mercedes-Benz Service Centre. Mercedes-Benz China Limited launched a nation wide ¡®VEP¡ªSummer Fit' program from April to June. It aimed to provide Chinese customers professional, comprehensive and free check to their Mercedes-Benz cars to ensure that their cars are in good condition during the hot summer season. Introducing ¡°Autohaus Concept¡± to China Mercedes-Benz introduced the ¡°Autohaus¡± service centres to China since 2002. ¡°Autohaus¡± combines sophisticated-yet-subtle architectural design with state-of-the-art technologies. The unified appearance of the showrooms and workshops reinforces the strength of the global brand and emphasises the international sales and service commitment. Their launch also marks the introduction of the ¡®Autohaus Concept' to the China market, reflecting Mercedes-Benz's aim of providing extended after-sales service on a global basis. ¡°When we were setting up the Zhongshan workshop, architects from the Stuttgart headquarter made several visits and gave us lots of valuable comments and advice on workshop design, zoning of respective working areas, environmental issues and logistics, etc.,¡± Leung Ka Fai, General Manager of the new Zhongshan Zungfu Service Centre explained. ¡°The Mercedes-Benz ¡®Autohaus Concept ' has been fully implemented in our workshop, combining the two basic elements of Functionality and Clear & Neat Procedures.¡± ¡°With ¡®Autohaus Concept', Mercedes-Benz owners can benefit from a global service commitment, which does not compare to other general workshops and importers,¡± Mr. Honegg emphasised. Extensive investment towards the equipment and qualification of service personnel to provide professional services All of the Mercedes-Benz approved Service Centers are equipped with state-of-the-art equipment. Each approved Service Centre is fully equipped and frequently updated with the latest diagnostic tools and equipment that meets the factory specifications. Mercedes-Benz China also provides extensive training courses for its staff. Regular professional training courses are organised to keep the service team up-to-date regarding the latest technologies and skills. In addition to local training, some staff are sent to Germany or other countries for special professional training. Genuine parts to ensure utmost performance Each Mercedes-Benz Genuine Parts matches the extremely strict mechanical and safety standards. By using only Mercedes-Benz Genuine Parts, customers' vehicles are ensured utmost performance and maintenance of its value throughout the vehicle's life cycle. In China , only by having a vehicle serviced at one of the Mercedes-Benz Service Centers, can one be sure that Mercedes-Benz Genuine Parts are being used. Customer care is the first priority of Mercedes-Benz To better understand the needs of their China customers, Mercedes-Benz conducts regular customer surveys. ¡°Customer Satisfaction Index¡± (CSI), a Mercedes-Benz commissioned survey, is conducted throughout China to measure the level of customer satisfaction. Based on the findings, suggestions for further improvements will be implemented and closely monitored by the Regional Distributors. |