Chris Noel, Ford Middle East's Regional Customer Services director and Sheikh Abdullah Al-Kraidees, AJVA's president. JEDDAH - Al Jazirah Vehicles Agencies Co. has added another feather in its cap as Ford Middle East recognized senior management of the importer-dealer of Ford and Lincoln vehicles in the Kingdom for successfully completing the Bodyshop Service Excellence Program - the first ever for Ford's importer-dealers in the region. The Bodyshop Service Excellence Program is an initiative of Ford Motor Company aimed to ensure consistency in performance and quality of services rendered to customers by using world-class service and process standards. The program evaluates all aspects of after sales service like customer appointment, quality, delivery of repaired vehicle, time management, spare parts availability, and others. Chris Noel, Ford Middle East's Regional Customer Services director, said: “We commend Al Jazirah Vehicles Agencies Co. for this achievement. Being the first to complete and be certified on this program shows their strong commitment and continued drive to provide Saudi customers the highest levels of service and ownership experience of a Ford or a Lincoln vehicle.” Paul Wright, National Service director at Al Jazirah Vehicles Agencies Co., said: “The program has had a positive impact on both bottom line revenue and on Customer Satisfaction for internal and external customers. The best practices, policy and procedure manual and the training received from Ford have really made a big difference in the way we operate our bodyshops.” Under the program, dealers are provided a step-by-step procedure designed to maximize convenience, productivity, flexibility and customer care while providing the customer with a one-stop service. Customer Service Standards modules highlighting best practices are given to personnel enabling the dealer to standardize customer contact processes. All work performed ensures the highest standards of repairs through a continuous quality assessment system. The pilot Bodyshop Service Excellence Program was first introduced in Sulaih Riyadh Bodyshop which is now fully-implemented and operating very well.
