Swedish Marque Aims to Give Superior Service
“Superior customer service is crucial to success in business”. That is the firm conviction of Pang Cheong Yan, General Manager of Swedish Marque Sdn Bhd, the newly-appointed dealer for Volvo cars in Malaysia.
To provide this, Swedish Marque is focusing not just on the ‘hardware’ but also the software – the human resources and processes – to match and even exceed the benchmarks of other premium brands in the market as well as those of the premier hospitality industry.
One of the measures to achieve its vision to delight customers with the most memorable automotive experience is to institute accountable and transparent customer satisfaction tracking. Under the scheme, sales consultants (who are of a very high standard) will be rewarded based on customer satisfaction levels. The same goes for those in the service centre, who will receive performance-based compensation to motivate them to provide consistently high after-sales services.
On the hardware side, the most visible part if the new concept customer showroom along Jalan Ampang, near the Thai Embassy and in the vicinity of an upmarket residential area of the Federal Capital. This 1,885 sq. metre facility showcases the latest Volvo products and lifestyle conveniences. There is a lounge that is comparable to airline business class lounges where customers can discuss their intended purchase.
Also part of the initial RM10 million investment made by Swedish Marque is a class-leading one-stop service/delivery centre along Jalan Sungei Besi. The impressive glass-walled frontage is visible from the road and also boasts a spacious exhibit area for up to six vehicles. It also has a well-appointed customer lounge with an all-day gourmet café and a play area for kids. The service centre, which has 28 bays and can handle up to 18,000 visits per year, can be viewed from a lounge.
For customers who want to wait for their cars but also want to stay productive, Swedish Marque offers free internet access via a workstation or using their own equipment to connect via a WiFi connection.
Mr Pang is confident that Swedish Marque will offer a customer experience that will place it at the top of the premium segment in the Malaysian market and in achieving this, business success will follow. The company plans to sell 500 vehicles in its first full year of operations through the two facilities.
Swedish Marque’s presence complements that of Federal Auto Cars, the other Volvo dealer in Malaysia, giving Volvo a stronger market coverage to be well represented in the increasingly competitive environment.
