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[Guest Report] Mercedes-Benz customers tour repair centers

Nov 09,2017
A technician at the Uijeongbu Service Center explains the details of the center’s authorized service process. [MERCEDES-BENZ KOREA]
Mercedes-Benz Korea is offering customers the opportunity to witness its after-sales service process. At its unique “Service Class” program, customers can tour actual work bays and observe body, paint and general repair services conducted by professional technicians.

Opening up the work bays of its service centers is reminiscent of “open kitchens” in high-class restaurants. Unveiling the kitchen signifies the chef’s pride, honesty and consideration for customers, and these are elements that can touch customers’ hearts beyond satisfaction.

Customers who have witnessed and experienced how cars are maintained and repaired at the service center can understand the thoroughness of the service process, the expertise and convenience of the technicians, which can enhance confidence over the authorized repair service of Mercedes-Benz and the brand loyalty.

Thanks to the high satisfaction of customers who have participated in the “Service Class” program, Mercedes-Benz Korea has expanded it to Suwon, Geumjeong and Suncheon through November. Some 160 customers are expected to experience this differentiated service through observing and experiencing detailed explanations of Mercedes-Benz’s 130-year tradition of authorized service and repair through demonstrations conducted by professional technicians.

Mercedes-Benz Korea’s service strategy of providing satisfaction through differentiated brand experience can be found in “My Service,” the first customized optional service product in Korea.

“My Service” is not a standardized car maintenance and management system, but it represents a customized service which reflects customers’ lifestyles and demands. The specialty of this product is allowing customers to choose one of four options based on their preference: an economic option for those who prefer reasonable expenses, a lounge option that offers free car wash service to those who make a reservation in advance, a speed option for those who are busy, and a pick-up and delivery option for customer convenience.

As it is continuously endeavoring to improve customers’ accessibility to the service centers, Mercedes-Benz Korea is operating 53 authorized centers, five of which were added this year, and plans to open 55 centers and 1,000 work bays by the end of the year. As a result, the company shortened customers’ reservation lead time from an average 2.6 days at the beginning of the year to 1.9 days within six months.

As a result of continuous expansion of service infrastructure and manpower training, Mercedes-Benz has ranked at the top for two consecutive years in after-service satisfaction for premium brands in a survey conducted by Consumer Insight. Mercedes-Benz Korea was also selected as No. 1 in import after-sales service two years in a row by the Korean Standards Association.

In particular, Mercedes-Benz Korea received a high score in sentimental quality, recognized for simultaneously providing both convenience and satisfaction in the experience.

Mercedes-Benz Korea is also carrying out various service programs that lower customers’ financial burden and provide actual benefits by launching a warranty service extension program called “Warranty Plus,” lowering the parts prices for eight years in a row and achieving a high recall rectification rate.

“We promise to listen carefully to our customers’ voices and demands and provide differentiated services that can impress customers in order to realize our core value, a customer-centric philosophy,” said Kim Jee-seop, vice president and head of service and parts at Mercedes-Benz Korea. “Our goal is to impress customers with more than a car but the best service befitting the best car.”


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