| James Kon |
QAF Auto has been recognised for its excellent sales performance, winning the “Best Retailer in Customer Care” award in the BMW National Sales Competition of Excellence 2017 for BMW importers in the Asia-Pacific region.
The company also bagged the “Best Customer Satisfaction Service Performance in Aftersales and “Best Performance 2017 in Aftersales” awards after showing significant improvements in its customer care compared to previous years.
This is the first time that QAF Auto is receiving the awards since its establishment 27 years ago.
The awards presentation was held at the regional Aftersales Dealer Conference hosted in Bangkok, Thailand recently. The customers’ survey for the awards, conducted in the Brunei market, was not carried out by BMW but an independent company.
After overhauling its customer experience, QAF Auto shot up in the survey ratings from 69 per cent in 2016 to 85 per cent in 2017.
“Our customers are our number one priority. It’s our responsibility to provide consistent quality services to our customers,” highlighted Sivakumar Krishnan, QAF Auto’s general manager during a press conference held Friday.
In 2017, he explained that “we have proactively implemented a turnaround project with the motto ‘Your Satisfaction is Our Commitment’. Customer satisfaction is very important for us.
“We have taken important steps to make sure that we are successful in our efforts to improve our customer service at all touchpoints. At the management level, we introduced performance coaching to ensure our managers know how to best motivate and drive successful results in their teams,” Krishnan added.
At the sales level, Krishnan said, “We focus on improvements by providing personalised services to new and current customers. Sales is about giving the experience of how a BMW and MINI works. Finally, we increase our customers’ touchpoints depending on their needs and wants. We customise all our services according to the uniqueness of the Brunei market.”
Commenting on the awards, he said, “I must thank the people of Brunei for supporting us. The awards are a testament to our hard work especially the QAF Auto team.”
He added that despite recognising that more challenges are on the horizon for the company, QAF Auto will continue striving to be number one in the premium segment.
“We will move further in 2018 and we will not compromise with regard to providing quality services to serve all Bruneians,” he said.
On the company’s plans to further improve its customer service in 2018, the general manager revealed, “We will be putting our focus right from the point when the customer walks into our showroom. We are renovating our whole showroom to be customer and family friendly. We want to make a difference in the levels of our service which will continue to be our priority. Our staff and management constantly receive competency training to ensure their quality of service is maintained.”