After-sales service helps sales<\/p>\n
To maintain optimum customer satisfaction, a car manufacturer
\nneeds to provide after-sales service by employing skilled
\nmechanics as well as carrying a complete stock of spare parts.<\/p>\n
These convenient facilities have been maintained by PT
\nDaimlerChrysler Distribution Indonesia over the past 24 years.<\/p>\n
The company's after-sales deputy director, Ivo A. Kapitzki,
\ntold journalists visiting the company's dealer development and
\ncustomer care department in Ciputat, Tangerang, on Sept. 5 that
\nafter-sales service would generate further sales of a certain
\nproduct, particularly in the automotive industry.<\/p>\n
Each new owner of a Mercedes Benz -- one of the three makes of
\ncar from DaimlerChrysler apart from Jeep and Chrysler -- will be
\ngiven an Integrated Service Package (ISP) for three years. Each
\ncustomer will be given a chipped card, which can be used for 150
\ntransactions.<\/p>\n
If the car breaks down, mechanics at authorized after-sales
\nservice departments will use a Star Diagnostic system to repair
\nit and, if necessary, fix the fault with the necessary spare
\nparts.<\/p>\n
\"With satisfactory after-sales service, our customers are sure
\nto buy other products from us. Imagine if a dealership only sold
\ncars without satisfying their customers with an after-sales
\nservice, they would go to another manufacturer,\" Kapitzki said.<\/p>\n
The German-based company set up its central training
\ndepartment in 1978, and offers three years of vocational training
\nat a standard similar to that in its country of origin to ensure
\nskilled mechanics who are able to download any program linked to
\nheadquarters in Stuttgart.<\/p>\n
The vocational program also includes four-month upgrading in
\nautomobile mechanics, automobile electronics and industrial
\nmechanics.<\/p>\n
\"So far, 700 mechanics have graduated from this program. This
\nyear we are receiving the 27th batch of 16 mechanics,\" Kapitzki
\nsaid.<\/p>\n
Next year, DaimlerChrysler plans to invite all the graduates
\nback to celebrate the silver jubilee of the vocational program.<\/p>\n
A 6,000-square-meter warehouse on a 6.4-hectare lot houses the
\n33,000 spare parts. Mercedes Benz has a policy of continuing to
\nproduce a spare part for 15 years. Even spare parts for cars
\nmanufactured in the 1960s, called kentang (potato) by locals due
\nto their chubby look, are still available here.<\/p>\n
\"If we don't have the part, we can contact the Global
\nLogistics Center in Gemersheim, Germany, to order it online,\"
\nsaid Satya Saptaputra, the department manager at the parts
\nlogistics center.<\/p>\n
To support the three departments at the workshop, a huge
\nsatellite dish is also available to download programs.<\/p>\n
-- Primastuti Handayani<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/after-sales-service-helps-sales-1447893297", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }