Hap Seng Star Is Top Mercedes-Benz DealerPOSTED BY admin ON 06 April 2012
Hap Seng Star, an authorized dealer of Mercedes-Benz vehicles in the country recently bagged two after-sales service excellence awards from Mercedes-Benz Malaysia. Last month, two of Hap Seng Star’s service center in Bandar Kinrara, Puchong and Kota Kinabalu, Sabah clinched the top two spots in the annual Mercedes-Benz Service Excellence Award.
Hap Seng Star Kota Kinabalu was crowned overall champion while Hap Seng Star Bandar Kinrara was runner-up. 20 authorised Mercedes-Benz service centers in the country competed in this annual competition.
The Mercedes-Benz Service Excellence Award has three components, Customer Satisfaction Index (CSI), Percentage Fixed First Visit (FFV) and Mystery Shop Technical Audit (MSTA). Participating teams must compete in all three components in order to derive an overall SEA Score.
In the CSI portion, customers who sent their cars to a participating Mercedes-Benz service center were randomly selected to participate in a telephone survey. Customers were asked to grade the service center’s performance on various aspect, from telephone appoint making, vehicle reception and collection, payment, cleanliness of customer lounge and their amenities.
The Mystery Shop Technical Audit involves sending in selected Mercedes-Benz passenger cars that have been intentionally rigged with a set of simple, commonly occurring mechanical faults. For example, a car maybe sent in with a lowered tire pressure, coolant or power steering fluid. The vehicle is then collected by its owner as per normal, before a trained auditor inspects the vehicle to verify the corrective measures taken (or not taken).
“Clearly, the Mercedes-Benz Service Excellence Award is a technical, detailed and challenging competition. More so, as the field is made up of highly experienced teams who are equally committed to succeed,” said Wong Leh Seng, Chief Executive, Hap Seng Star Sdn. Bhd.
“Achieving a ‘one-two’ finish is a clear reflection of our unwavering focus towards after-sales service excellence. It also goes to show that our employees have the necessary skills-set and are motivated to deliver the right solutions to our customers,” he added.
Hap Seng Star also recently won the biennial Mercedes-Benz Malaysia Skills Competition 2010, a contest among Mercedes-Benz technicians and apprentices.
“We are truly appreciative of the various skill enhancement and business development initiatives Mercedes-Benz Malaysia has organised for its dealers. It is an indication of our principal’s resolve to work hand-in-hand with its dealers and motivate its business partners to ensure the marque’s continued success in Malaysia.”
“On Hap Seng Star’s part, we will remain steadfast in delivering the highest quality in terms of products and after-sales services. This we achieve by continuously training, developing and retaining the very best talent in our workforce,” said Hap Seng Star’s After-Sales and Business Development Senior General Manager Tan Chee Hock.
Not many are aware that hiding in a small corner of Hap Seng Star’s Bandar Kinrara service center is the only service center in the country equipped to service a Maybach limousine.
Only two of Hap Seng Star’s service executives are allowed to handle a Maybach from reception until delivery.
The Maybach workshop is fully air-conditioned, equipped with dedicated specialists tools, computer systems and a 5,000kg hoist, placed under 24-hour surveillance, and has its own exclusive waiting room just for Maybach customers.
The Maybach limousine starts at over RM 4 million and at our last check, there are only 11 Maybachs in the country.