Elevating aftersales service quality is vital to creating a solid bond with customers.
This philosophy guides JETOUR Auto Philippines, the exclusive distributor of JETOUR vehicles and services in the country, as it strives to elevate the standards of its dealer network’s customer handling and technical proficiency.
At the 1st JAPI Aftersales Skills Competition for the Metro Manila and Luzon Chapter held last August 24 to 25, 2023, Service Advisors and Technicians from JETOUR dealerships in Alabang, EDSA Centris, Fairview, Pasay, and Isabela were pitted against one another in a friendly competition to raise the proficiency and expertise of the dealerships’ aftersales front liners.
The dealer competition will have three legs: one in Metro Manila and Luzon, one in the Visayas, and the final leg in Mindanao. The national skills competition series aims to align all of JETOUR’s dealership service operations with the brand’s global aftermarket standards and processes. The overall champions will have a chance to represent the Philippines in future JETOUR Global Service Skills Competitions.
“Keeping JETOUR’s front liners updated with the latest aftersales skills and best practices will ensure we provide our customers an ownership experience second to none,” says JAPI Aftersales Director Eryx Guiang. “By standardizing a high-level uniform set of standards for our services, our dealers will be able to provide JETOUR owners with the superior customer care and servicing for their vehicles,” adds Guiang.
The 1st JAPI Aftersales Skills Competition aims to promote camaraderie within the dealer network while showcasing the highest standards of after sales service. Representatives from each dealership underwent written examinations to test their knowledge about the JETOUR product lineup and the brand’s values and standard operating practices.
The JAPI technical team then conducted practical exercises to evaluate the Service Advisors’ and Technicians’ customer handling and technical troubleshooting proficiency.
The practical tests also included compliance with the JETOUR 9-Step Process, a set of step-by-step procedures on customer care and vehicle handling being implemented by JETOUR in over 30 overseas markets.
This set of guidelines includes nine standard processes that JETOUR Service Advisors and Technicians should practice with every customer interaction:
- Building Relationship
- Service Appointment
- Customer Reception
- Job Card Preparation
- Maintenance and Repair
- Quality Inspection
- Vehicle Delivery
- Settlement
- Following-up
JAPI is beginning to implement the JETOUR 9-Step Process throughout the JETOUR Auto Philippines dealer network to ensure uniform standards of high-quality service for its customers.
At the end of the two-day event, the panel of judges from JAPI declared the following JETOUR associates as winners of the first leg of the competition:
Service Advisor Category
Champion – Trexie Anne Carlos, JETOUR Auto Isabela
1st Runner-up – Napoleon Aldana, JETOUR Auto Alabang
2nd Runner-up – Albert Cruz, JETOUR Auto Edsa Centris
Service Technician Category
Champion – Joven Vega, JETOUR Auto Alabang
1st Runner-up – Immanuel Dalumpines, JETOUR Auto Centris
2nd Runner-up – Julius Cesar Torralba, JETOUR Auto Fairview
The Visayas and Mindanao legs of the 1st JAPI Aftersales Skills Competition are targeted for completion by the end of 2023.