Friends and relatives want to buy luxury models, I believe many people will recommend BBA, among which Mercedes-Benz is the first to be recommended. Why?As the inventor of the automobile, Mercedes-Benz has a history of more than 100 years, and the image of luxury can be said to be deeply rooted in the hearts of the people. In addition, Mercedes-Benz continues to explore and innovate to create high-quality products with the best technology and ultra-high standards, setting a unique Mercedes-Benz standard and bringing users an obvious sense of luxury.
What's more, Mercedes-Benz standards are not only reflected in products, but also in the field of service, Mercedes-Benz also adheres to ultra-high standards to ensure that every user can enjoy a sense of respect. Buying a luxury car is sometimes not only for better quality, but also for better service. So how does Mercedes-Benz ensure a high level of service and quality?After watching its Service Skills Masters, you'll know the answer.
The Mercedes-Benz Service Skills Masters has been in China for 15 years
In 2005, Mercedes-Benz Global Service & Parts Department set up the Mercedes-Benz Service Skills Masters, hoping to improve the service level of customer service personnel and provide customers with high-quality customer service through this competitive platform. The Mercedes-Benz Service Skills Masters was introduced to China in 2008 and has been held for 15 years.
In 2008, the Mercedes-Benz Service Skills Masters were held in China for the first time. According to statistics, a total of 1,102 players from 73 dealers participated in the competition. With the brand's rapid growth, the number of participants in the Mercedes-Benz Service Skills Masters rose to 4,000 in 2016, and the number of dealers rose to 408. On November 15, 2023, the 15th Mercedes-Benz Service Skills Masters Finals came to a successful conclusion in Guangzhou. More than 600 dealers and more than 6,000 players from all over the country participated in the competition.
The Mercedes-Benz Service Skills Masters continues to grow in scale, and so does the number of qualified front-line service personnel and dealer certified technicians who provide customers with thoughtful and meticulous service and an in-depth understanding of Mercedes-Benz's service standards。Mercedes-Benz's high standards promote the improvement of brand reputation, and a good reputation will make more consumers feel at ease to choose Mercedes-Benz and embrace Mercedes-Benz.
Not only cars, but also build a full-chain talent training and development system
In the third quarter of 2023, Mercedes-Benz delivered more than 20150,000 new vehicles. In the first nine months of 2023, Mercedes-Benz has accumulated more than 57870,000 units, up 3% y/y. Mercedes-Benz can attract so many Chinese consumers, in addition to good quality and high standard products, it is also inseparable from high standard service. Without high-standard services and high-quality products, it is difficult for even first-tier luxury brands to impress Chinese consumers.
In fact, the Service Skills Masters is just one part of Mercedes-Benz's efforts to develop front-line customer service talent. In order to bring satisfactory services to many customers, Mercedes-Benz has combined a number of long-term projects with a competitive platform to build a full-chain talent training and development system. Among them, the long-term projects cover on-the-job training, qualification certification, advanced training, etc., and the competition platform includes the Customer Experience Global Challenge, Service Skills Master Competition, etc.
Not only that, in order to build a Mercedes-Benz service experience for nearly 6 million customers anytime, anywhere, Mercedes-Benz has infiltrated the perfect Mercedes-Benz service standards into the daily training and certification of various positions. Mercedes-Benz has developed a dedicated training and certification system for more than 28,000 customer service personnel in its network of authorized dealers. At present, the qualification certification rate of nearly 50 core customer service positions, including maintenance reception personnel, maintenance technicians, back-office support personnel and management personnel, has reached 100%. In addition, in order to ensure that the knowledge and skills of incumbents in core positions can be continuously updated and iterated with the development of the industry, each certified personnel must also receive an average of 2 days of on-the-job training every year to ensure the validity of their qualifications.
Keep pace with the times and shine with a new light in the Service Skills Masters
In China's auto market, the wave of electrification and intelligence has become irreversible, and major car companies can only gain the opportunity to gain a foothold in the market by following the trend and launching intelligent new energy products that can meet the latest needs of consumers. In the new energy era, Mercedes-Benz has launched a number of highly competitive luxury intelligent new energy products, such as pure electric EQE, EQE pure electric SUV, etc. In terms of service, Mercedes-Benz is also keeping up with the trend and adding new energy assessment content to the service skills master.
The 2023 Service Skills Masters Competition is based on the product strategy of "dual lines of oil and electricity", and increases the proportion of new energy vehicle assessment content, such as testing participants' mastery of the special functions of new energy vehicles. In short, the Service Skills Masters conform to the trend and continue to innovate, with the natural purpose of cultivating excellent front-line service personnel who can adapt to the new energy era and continuously consolidate Mercedes-Benz's dominant position in the service field.
In the new energy era, customers need more than just excellent customer service personnel. In order to meet the latest car needs of customers in the new energy era, Mercedes-Benz has covered nearly 600 authorized dealer outlets across the country with exclusive pure electric services. In addition, the world's first Mercedes-Benz Supercharger has been inaugurated, which can provide customers with up to 480 kilowatts of charging power, which can significantly alleviate customers' range anxiety.
Mercedes-Benz's service standards in the new energy era are industry benchmarks, so it has won the trust of more consumers and achieved both sales and word of mouth. In the third quarter of 2023, Mercedes-Benz's quarterly deliveries of all-electric models increased by more than 70% year-on-year, while plug-in hybrid models led the luxury car market with an absolute lead.
The domestic car market is changing dramatically, but Mercedes-Benz is still very popular, and its market position is difficult to shake. The reason for this is obviously because Mercedes-Benz has held Mercedes-Benz standards high in terms of products and services, and has continued to win the trust of customers. In Jd.In Power's 2023 China After-sales Service Satisfaction Research Report, Mercedes-Benz ranked among the top three luxury brands in terms of after-sales service satisfaction. With good service and high-quality products, Mercedes-Benz will naturally be able to stabilize its position in the new energy era and continue to bring customers a satisfactory luxury experience.