It said it is adopting the same global user-centric service concept in Malaysia that it uses in other foreign markets.
As part of the service concept, it continuously seeks feedback from customers on how well its services are meeting their expectations, Chery said, adding that it aims to get closer to customers, understand their lifestyles, needs and wants, and work to improve customer experience and enhance loyalty.
Besides collecting customer issues through active research, Chery said it has also developed online service channels to respond quickly and solve them.
It said the company’s OTA (over-the-air) data platform can not only remotely diagnose vehicles, but also provide services and solutions in the cloud.
A Chery dealership in Brazil.
Chery also has a global mobile app with round-the-clock support that is said to offer quick response to customer issues and that also allows customers to book service appointments.
Chery said it monitors customer feedback on social media and strive to respond in a timely manner.
The Chinese automaker also said its technical team benchmarks itself against the world's best.
It said it has held a number of global service skills competitions to upgrade the skills of technicians and find high-quality talents. Top Chery technicians from countries such as Brazil, Chile, Argentina and Egypt compete on the same stage, reflecting Chery’s global competitiveness in after-sales technology and services.
Chery said it localises its services for the markets it is in, including establishing a unified corporate identity for customer lounges that take into consideration local customs and traditions.
