Swedish Marque Is Top Volvo Dealer
Kuala Lumpur, Thursday. Swedish Marque, the delightful new Volvo dealer was declared the best in Malaysia when it comes to customer care. This was officially acknowledged by Volvo’s local distributor Volvo Car Malaysia (VCM) when they awarded Swedish Marque the Dealer Excellence Award and with it, the Customer For Life (CFL) Trophy for having the best customer satisfaction results in 2004.
The trophy was presented by VCM’s Managing Director How Wei Thing to Swedish Marque’s General Manager Pang Cheong Yan at an awards dinner held recently in Kuala Lumpur.
Apart from winning the overall Dealer Excellence Award, Swedish Marque also swept all three individual Service Excellence Awards and achieved 2nd placing for the Sales Excellence Award.
In his acceptance speech Pang said that the award was particularly special considering how new the dealership was. “We are very honoured that the customers have rated us the best. This is a tremendous achievement considering this is our first full year of operation and most of our staff were new to the business,” he said.
Significantly, all the individual award winners from Swedish Marque have had no prior automotive industry experience and Pang attributed the company’s success to the single-minded attitude of making service excellence a way of life.
“When we started operations, we wanted people who looked at high customer expectations as an opportunity rather than a challenge and winning the award for best dealership and sweeping four of the top six awards for best individuals is testimony that having the right attitude was paramount to achieving service excellence,” he said.
The customer satisfaction measurements are conducted by an independent body appointed by Volvo Car Malaysia to track satisfaction levels of customers who visit dealerships.
“The awards that Swedish Marque garnered were truly the voice of confidence by customers who acknowledged that Swedish Marque is indeed the best place to buy and maintain Volvo cars,” said Cheong Yan.
However, Pang stressed that the winning of the top dealership is only an acknowledgement of the past and there will need to be further effort to push the envelop for the future. “What was delightfully different will become run-of-the-mill. We need to challenge and renew ourselves as the road to service excellence begins with sincerity and integrity followed by hard work and dedication for the long haul,” he concluded.
