Mercedes-Benz training ‘key to sustainable development’

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BEIJING – The car business is not just one-time sales, but long-term care for customers, according to an executive at top German luxury brand Mercedes-Benz.

«After-sales at Mercedes-Benz China, enabled through solid training, are key to our sustainable development here,» said Daniel Whitehead, executive vice-president for after-sales at Mercedes-Benz (China Ltd.

Last month, the carmaker held a weeklong training workshop in Sanya, Hainan province, focusing on two of the latest premium models on the China market – the Mercedes-Benz all-new SLK-Class and CLS-Class.

Some 720 dealership employees from across China participated in the program to better understand the models technically and commercially through instructional sessions and practical test drives.

According to Andreas Hiller, director of global training at Daimler AG, «Sales and service consultants from Mercedes-Benz dealerships in China are equipped with the best and latest technical and product knowledge, as well as management skills, in line with Mercedes-Benz’s global standards.»

With plans to expand its number of retail outlets to 200 across 90 cities in China by the end of this year, the company is investing 150 million yuan in training facilities and programs to guarantee quality services across its network.

«We are highly confident in the quality of our China training programs that enhance services to provide the highest customer satisfaction,» said Volker Schulze-Permentier, vice-president of training retail qualification at Mercedes-Benz (China Ltd.

The company also brings senior specialists from its German operations to provide local staff with hands-on training and offers local employees the opportunity of instruction at its Stuttgart headquarters.

Since 1996, the training department has provided professional market-oriented seminars to dealers on the Chinese mainland using programs designed by its global training organization, one of the largest of its kind in the world.

More than 160,000 of its employees pass qualifications each year to meet the high expectations of Mercedes-Benz’s customers worldwide.

«We are dedicated to offering first-class training to support a fully professionalized service network that adheres to our global standards,» Hiller concluded.

China Daily

 

(China Daily 12/12/2011 page18

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