Al-Jazirah Vehicles Agencies Co. (AJVA), importer-dealer for the Ford and Lincoln brands in the Kingdom, has installed a new operating system for Ford — Service Excellence 2.0.
Service Excellence uses a six-step process, from an initial appointment reservation, to arrival and customer interaction, dispatch of repair order, diagnosis repair, invoice and customer pick-up, and finally, a follow-up.
“This sequence delivers the four tenets of a superior customer experience — trust, respect, relationship, and control — that make this Ford Service Operating System so efficient and effective,” the company said.
Ford training of technicians to qualify for the Service Excellence system is delivered in three methods, including eLearning modules by position, in-dealership classroom training, and in-dealership on the job training.
“Al-Jazirah Agencies Co. continues its commitment to providing unrivalled customer service with the commencement of the Ford Service Excellence 2.0 operating system,” said Thierry Sabbagh, managing director, Ford Middle East.
“We commend AJVA’s drive to improve dealership service department performance and for continually delivering some of the highest levels of customer satisfaction in Saudi Arabia.”
Mohammed Al-Kraidees, deputy managing director, at Al-Jazirah Vehicles Agencies Co., added: “Our automotive technicians and service advisers are trained to the highest Ford standards, reflecting our commitment to delivering some of the best customer satisfaction levels here in Saudi Arabia. The addition of the Ford Service Excellence 2.0 operating system to our service centers will inevitably help us to optimize the customer experience and our own efficiency and quality at every step of the maintenance and repair processes.”
AJVA is among the first Ford partners in the region to install this new operating system, which is intended to improve dealership service department performance and increase customer satisfaction. The dealership also recently opened its largest facility extending over more than 23,000-square-meter on Khurais road, Riyadh.
“Ford Middle East reminds Ford and Lincoln customers to get immediate access to original Ford and MotorCraft parts as well as warranty and Extended Service Plan (ESP) contracts, in addition to maintenance and body shop repair services by Ford trained and certified technicians at the dedicated Al-Jazirah Vehicles Agencies Co. Ford and Lincoln service centers throughout the Kingdom,” the company said.

Sourc: Arab News