VOLVO CAR MALAYSIA REWARDS TOP ACHIEVERS FOR 2004
Kuala Lumpur – Volvo Car Malaysia (VCM) rewarded the top Sales Consultants and Service Advisors for their outstanding performance for 2004 at the “Customer for Life” 2005 Awards held at The Westin Kuala Lumpur recently.
Rajendran Muniandy, a sales consultant for Federal Auto Cars Kuala Lumpur was awarded the top Sales Excellence Awards, whilst Kandasamy Ramasamy from Swedish Marque Sdn Bhd emerged champion in the Service Excellence Award category. Swedish Marque Sdn Bhd won the overall Volvo Dealer Excellence Award.
The “Customer For Life” Awards is part of the Customer For Life (CFL) initiative that involves a continuous tracking study to identify and measure customer satisfaction. The CFL study is important because VCM is not only interested in selling cars, but even more interested in ensuring that customers are satisfied with the service they receive. Initiated in 2000, the results are based on interviews and feedback from Volvo owners at all dealerships through Malaysia. The CFL research focuses on both sales and after-sales experience of the customer.
Ms. How Wei Thing, Managing Director of Volvo Cars Malaysia said, “As part of Volvo Car Corporation’s goal to be number one in customer satisfaction, we are continuously striving for excellence in customer service, and naturally customers’ feedback on their ownership experience is crucial in order for us to constantly improve our performance.”
“This study has helped us to monitor the key attributes that lead to high customer satisfaction, and we have used it to identify our strengths and also address our weaknesses. The CFL scores have improved significantly to as much as 15% in 2004 as compared to the year before, for sales, and 10% for after-sales,” she added.
The CFL is also an incentive programme to motivate dealers, sales consultants and service advisors to improve their level of customer service. Through the CFL race, the Sales Excellence Awards for top three Sales Consultants, the Service Excellence Awards for the top three Service Advisors, and the Dealer Excellence Award were up for grabs. The winners received cash prizes, Volvo Certificates of Achievement, trophies and a prestigious dinner hosted in their honour.
Other winners for the Sales Excellence Awards were Low Kian Weng from Swedish Marque in 2nd place and Chan Chee Hong from Federal Auto Cars, Penanag in 3rd place. In the Service Excellence Awards, Paramasivam Ramadoss won 2nd place and Nazrin Ahmadin won third. They are both from Swedish Marque.
The winners list for the ‘Customer for Life’ Excellence Awards:
Volvo Dealer Excellence Award : Swedish Marque Sdn Bhd
Sales Excellence Awards
Champion
Rajendran Muniandy (Federal Auto Cars KL)
2nd Place
Low Kian Weng (Swedish Marque)
3rd Place
Chan Chee Hong (Federal Auto Cars Penang)
Service Excellence Awards
Champion
Kandasamy Ramasamy (Swedish Marque)
2nd Place
Paramasivam Ramadoss (Swedish Marque)
3rd Place
Nazrin Ahmad Saruji (Swedish Marque)
