Recently, more than 6,000 players from more than 600 authorized dealer teams across the country successfully concluded the 2023 Mercedes-Benz Service Skills Masters in Guangzhou after 6 months of competition. This time, we are honored to interview the team that won the runner-up of the best new energy dealer and passenger car team and its leader: Zhang Jin, the after-sales service manager of Nanjing Ningxing Automobile Maintenance Service. This is not the first time he has competed in the Mercedes-Benz Service Skills Masters. Since his first participation in 2008, he has broken through to the semi-finals 6 times, and has reached the top 12 in the country many times.
The Mercedes-Benz Service Skills Masters is a global competition established in 2005 by Mercedes-Benz Global Service & Accessories. Through a comprehensive investigation of the comprehensive strength of the participating teams in maintenance, service communication and teamwork, we will motivate the enthusiasm of customer service personnel, pursue more exquisite technical level, and provide customers with high-quality customer service.
In the interview, Zhang Jin was very excited to tell us about the characteristics of each member of his team and his "stunts". Among them, there are veterans who have 16 years of experience, there are also fresh blood who are just in their early 20s, and even a strong player who has won second place in other Mercedes-Benz races, and this "strong general" is still the only woman in the team, she is still the mainstay of the team despite the pressure of her family to help the team get back good results.
Obviously, this is a team with both strength and energy. When asked "how to lead the team as a veteran to meet this year's Skills Masters", Zhang Jin was very happy to share with us a special "Guangzhou Flying Tour". In order to relieve the psychological pressure of the young blood who participated in the competition for the first time, and in order to further improve the tacit understanding of the team, with the support of the general manager of Nanjing Ningxing Mercedes-Benz 4S store, Zhang Jin specially arranged for everyone to arrive at the final station - Guangzhou one day in advance. In the food and beautiful scenery of Lingnan, in the laughter of playing, and after opening their hearts and minds, the team of 7 people gradually let go of their nervousness, and everyone only had the enthusiasm of "going all out regardless of the result". It is also this purity that allowed the team to work together without distractions in the final sprint, and won the award of the best new energy dealer and the runner-up of the passenger car team in one go. The competition setting related to new energy vehicles is also one of the highlights of the 2023 Mercedes-Benz Service Skills Masters.
Focusing on the current luxury car users' "petrol and electricity dual-line" car use scenarios and the digital lifestyle of Chinese users, the Service Skills Master Competition has gradually increased the proportion of investment in new energy models, high-end luxury models and intelligent function applications, so as to ensure that every customer can enjoy the high-level service experience of "Mercedes-Benz anytime, anywhere, rest assured". It is understood that in order to better serve the domestic new energy vehicle owners, Mercedes-Benz began to lay out the training and development system of new energy vehicle technicians and service personnel as early as 2009, and set up a perfect certification system. At present, the certification rate of customer service personnel for new energy vehicles is close to 100%. In terms of electrification products and services, new energy vehicle technicians not only need to pass the examination required by the Safety Supervision Bureau and have the "low-voltage electrician certificate" issued by the state, but also need to pass the knowledge and skills required by Mercedes-Benz global certification, and conduct 20 hours of ** training and 80 hours of face-to-face courses. In addition to the certification and training mechanism related to new energy vehicle services, Mercedes-Benz has developed a full-time training and certification system for more than 28,000 customer service personnel in the authorized dealer network. 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%. This undoubtedly provides a solid talent guarantee for Mercedes-Benz's standardized services, and also provides multiple insurance locks for the quality of after-sales service.
Zhang Jin mentioned that the partners of the after-sales team not only have to learn valuable experience again and again in the competition, but also regularly participate in the training and experience sharing of advanced technology brought by the manufacturer in their daily work. Substitute training by competition and teaching make them deeply understand that the pursuit of service excellence not only exists at the technical level, but also reflects the humanistic care of customers. Zhang Jin believes that service can not only solve problems, but take the first step to consider customers, pre-position customer needs, and solve problems for them.
For example, when picking up the car, the customer is introduced in detail the use of intelligent functions inside and outside the car, so that various cutting-edge technologies are not just functions placed on the configuration list, but can really allow car owners to enjoy the convenience brought by technology. In the face of customers with different personalities and needs, Nanjing Ningxing Mercedes-Benz 4S store will arrange different service personnel to contact and serve according to user portraits, and a little detail has brought great convenience and comfort to customers.
In the accident handling of a vehicle this year, it also reflects the service concept of "rest assured Mercedes-Benz anytime, anywhere". After the accident, as the leader of the after-sales service team, Zhang Jin quickly started the standardized process of road and accident rescue services while calming the emotions of the car owner, organized professional and technical personnel to conduct a comprehensive investigation of the vehicle to find out the root cause of the accident, and at the same time contacted the relevant insurance agencies to explain the situation to solve the worries of the car owner. Of course, the efforts were not in vain, and finally Nanjing Ningxing Mercedes-Benz 4S store found out the cause of the accident, after full and sincere communication, the owner accepted the sincere after-sales program, and then ordered a pure electric model as a new car, I think this is the Mercedes-Benz owners of the highest level of recognition and trust in service.
The new year is coming, and Nanjing Ningxing Mercedes-Benz 4S store has also made a new plan. On the one hand, we continue to strengthen technical learning, and on the other hand, we also encourage front-line service personnel to go to the front desk to provide more intimate services to more customers, and to understand the real needs of customers, so as to improve service awareness and service standards. At the same time, Nanjing Ningxing Mercedes-Benz 4S store will also increase the proportion of door-to-door service, so that more Mercedes-Benz owners can enjoy distinguished services without leaving home. In addition, new car replacement and second-hand car life cycle management services will also solve the worries of more Mercedes-Benz owners in the future.
The past 15 years have witnessed the growth of generations of Mercedes-Benz service skill masters, and also witnessed the brand's products in the Chinese market with Mercedes-Benz standard services and leading the trend of the times continue to create industry benchmarks. Behind this, more than 700 authorized dealer outlets like Nanjing Ningxing Mercedes-Benz 4S store have not forgotten their original intentions and forged ahead, surpassing Mercedes-Benz in Mercedes-Benz, so that every car owner can "rest assured that Mercedes-Benz anytime and anywhere".