Eighteen teams of the best services personnel from all authorized Ford Dealers across the country attended the 7th Annual Technician Skills Contest in Hanoi in two days, August 2 to 3. The competition is one among many initiatives from Ford to improve service quality aiming to provide customers with the best possible after-sales experience and highest satisfaction.
"Highest customer satisfaction is always the first priority in our development strategy at Ford. Service quality, service personnel, skills and processes are fundamental factors to achieve this objective," said Metelo Arias, Managing Director of Ford Vietnam. "According a third-party evaluation, our customer satisfaction point year-to-month is 25% better than the same period last year. Without the support, hard work and commitment of our service personnel, we would not be able to deliver on our promise to offer quality vehicles and excellent service."
So far all authorized dealers of Ford are qualified with global Quality Care standards. The Master Technician training system contained daily check, frequent training and test, is well supported to gain this progress. And the National Technician Skills Contest is where the results show out. It includes efforts of Service managers, Part Manager, Service Advisor, Technicians and Customer Care team. 90 best individuals from 18 dealers are carefully chosen from more than 600 service personnel.
The national competition continues to update with all-new global products such as Ford Fiesta 1.0L with EcoBoost engine. It requires technicians to study latest technology of Ford cars and be able to use dianogstic machine and computer to fix the car at shortest timing. Fix right at first time is a focus of this contest. Other excercises for service team are more practical and real-life simulation, that required the coordination among team to deliver best experience for customers. National Technician Contest is a playground for service team of all Ford Vietnam dealers, where they could report their training results, best skills and learn from each other to go further with Ford. The contest is set out with the goal of covering all activities for Ford's after sales with advanced tools and equipment of Ford dealership network to lower the cost of ownership to Ford customers and serve the customers a better day.
The awards for winners are modern electronics consumption at value of more than 20 million VND. And the best teams are candidates for ASEAN Technician Skills Contest next year in Thailand.
"Ford is among the top 3 leading automotive brands with an impressive 54% growth in the first half of 2014 and July sales just hit the record of history with 1,307 units, 91% better that the same period last year. Our network has also expanded to 26 dealers and outlets nationwide.This service initiative proves relentless efforts of Ford Vietnam to bring to Vietnamese customers the highest satisfaction," Mr. Arias added.
