| One day improvement workshops were conducted for After-Sales staff in 15 service outlets. The workshops involved the Dealer Principal, After-Sales manager and key staff from parts, service, and administration, with an emphasis on involving After-Sales staff. After-Sales Marketing Manager Rajasawarn Tharmalingam said that while staff felt a bit uncertain before the workshops started, they soon were having fun, and gaining a much clearer perspective of Customer Satisfaction Index, Fixed-First-Visit & Mystery Shopping Technical Assessment. “Many staff members felt the workshops offered an excellent opportunity to discuss important After-Sales issues,” says Tharmalingam. |
