May 26th, 2019 Bangkok – Striving for customer service excellent is in RMA’s DNA. RMA Group gathers its brilliant Ford dealer aftersales teams from across the region to partake in friendly competitions and learning activities that focus on aftersales service.
This year, the competition ran from May 22nd – 25th, where everyone bonded and learned from one another. 17 team members gathered at ADC to compete in assigned activities. Each activity had a clear objective with a practical task to complete, and participants were provided the necessary tools to excel in each session.
On the first day, service technicians demonstrated their ability to diagnose an engine fault under the specific scenario that a customer’s vehicle lost its power and the engine lamp was turned on. Activity two focused on service technicians’ ability to diagnose an electrical fault. For the third day, parts advisors were put to the test and needed to demonstrate their ability to carry out two activities: an interactive parts customer sales transaction over the phone and at the parts counter.
The final competition tested the service advisor’s ability to carry out the service excellence interactive reception process using a multipoint inspection check sheet. The goal was to confidently engage with the customer to ensure they will be satisfied with the outcome when the vehicle has been repaired and handed over.
œWe are proud of all participants for the amazing work they carried out during the four-day competition. Our Ford Aftersales team always strive for customer service excellence, and they truly showcased their passion for their craft during the past four days. We would like to congratulate them all, said Peter Lawson, Global Manufacturing and Quality Director, RMA Automotive.
The final evening wrapped up with a team dinner and a ceremony, where winners were announced. The final list of winners are as below:
1st place: Win Ko Ko – Ford Capital Automotive Myanmar
2nd place: Aung Myo – Ford Capital Automotive Myanmar
3rd place: Kon Korn – Ford RMA Cambodia
1st place: Pyae Phyo Han – Ford Capital Automotive Myanmar
2nd place: Chhorn Soputhea – Ford RMA Cambodia
3rd place: Zin Mar Win – Ford Capital Automotive Myanmar
1st place: Yim Sithorn – Ford RMA Cambodia
2nd place: Zu Zu Lwin – Ford Capital Automotive Myanmar
3rd place: Hnin Wityi Oo – Ford Capital Automotive Myanmar
We want to thank everyone for their hard work and would like to congratulate the winners of the competition plus the rest of the team. We hope team members go back ready to utilize the customer service best practices they learned from this competition.