HYUNDAI MAR/APR 2014 FAMILY T@LK VOL 4 ISSUE 4 MANAGING DIRECTOR’S #7 MESSAGE CUSTOMER CARE Dear Colleagues, Hyundai-Sime Darby Motors (HSDM) is setting up six more 3S centres this year to reach out to its customers, making its services easily accessible to SIX ESSENTIAL TIPS FOR them. The continuous expansion of GREAT CUSTOMER SERVICE! Hyundai’s network of 3S centres will enhance customer ownership 1. Maintain An Attitude of Service Excellence! experience with one-stop facilities - Speak well of your organization offering integrated sales, service and - Respond quickly and cheerfully to all customers parts to cater to their automobile - Reprioritise work when customer needs arise needs. 2. Identifying Customer Needs! In the last four years, HSDM and its dealers have invested RM146 million to set - Ask customers probing questions up 3S centres nationwide to cater to the increasing number of Hyundai vehicles - Recognise all customer needs and respond with respect on the road. With the completion of these six new 3S centres, Hyundai will have - Identify customer needs expressed verbally and non-verbally a total of 29 3S centres nationwide by the end of the year. The 29 3S centres with capacity to service 23,000 vehicles a month will improve service efficiency 3. Use Customer-Friendly Body Language and Words! with a shorter turnaround time. In March, we launched Auto Lim Bros 3S Centre - Greet all customers with a smile in Sg. Petani and Mawanis Sdn Bhd in Cheras. The other four will be launched in - Use a cheerful and enthusiastic tone of voice due time. - Practice open and friendly body language and eye contact To enhance the ownership experience, training programmes for service and 4. Practice Excellent Service at Every Customer Contact Point! technical personnel are ongoing to enhance the quality of service offered by - Be cheerful at every customer contact point the 3S centres to improve customer relations. HSDM will also be introducing - Keep all customer areas clean and neat enhanced after-sales programmes and activities which offer greater value to - Address problems on the spot before customer become dissatisfied Hyundai customers. These will include service on Sundays for the convenience of customers and labour free service on Wednesdays at selected service 5. Handle Difficult Customers with Care! centres. Additionally, complimentary services such as a free 20-point inspec- - Allow angry customers to vent by listening carefully tion, G-Scan Digital Vehicle Health Screening and car wash will be offered at all - Use problem-solving skills to resolve issues before they escalate authorised Hyundai service centres. - Don’t take a customer’s anger personally We also released the Sport series variants of our existing Hyundai models and 6. Exceed Customer Expectations! launched the much awaited i30 for the Malaysian market. Yes, we have been - Anticipate needs and special requests busy increasing the Hyundai brand value. - Act quickly to delight customers - Shock your customers with Happy Reading! great service they do not expect * extract from www.customerservicetraining.net LAU YIT MUN Managing Director, Hyundai-Sime Darby Motors HYUNDAILOCAL NEWS 2 MAR/APR 2014 MAR/APR 2014 SONATAFAMILY CLUB MEGA TEH T@LK TARIK GATHERING & TREASUREVOL 4 ISSUE HUNT 4 #7 MANAGING DIRECTOR’S CUSTOMER CARE MESSAGE Dear Colleagues, SIX ESSENTIAL TIPS FOR Hyundai-Sime Darby Motors (HSDM) is setting GREAT CUSTOMER SERVICE! up six more 3S centres this year to reach out to its customers, making its services easily accessi- 1. Maintain An Attitude of Service Excellence! ble to them. The continuous expansion of - Speak well of your organization Hyundai’s network of 3S centres will enhance - Respond quickly and cheerfully to all customers customer ownership experience with one-stop - Reprioritise work when customer needs arise facilities offering integrated sales, service and 2. Identifying Customer Needs! parts to cater to their automobile needs. - Ask customers probing questions - Recognise all customer needs and respond with respect Mission accomplished - a group photo for rememberance In the last four years, HSDM and its dealers have invested RM146 million to set - Identify customer needs expressed verbally and non-verbally 23 February 2014, Glenmarie - A total of 70 Hyundai up 3S centres nationwide to cater to the increasing number of Hyundai vehicles 3. Use Customer-Friendly Body Language and Words! Sonata car owners from the Sonata Club participated in the on the road. HSDM currently has nine 3S centres in the Central Region, seven 3S - Greet all customers with a smile Mega Teh Tarik Gathering & Treasure Hunt that was flagged centres in the Northern Region, five 3S centres in the Southern Region, and two - Use a cheerful and enthusiastic tone of voice off at SDAH, Glenmarie. The convoy activities were made 3S centres in East Malaysia catering to the 147,049 registered Hyundai cars in - Practice open and friendly body language and eye contact exciting by a series of treasure hunts along the way to Malaysia. With the completion of these six new 3S centres, Hyundai will have a 4. Practice Excellent Service at Every Customer Contact Point! destination Genting Highland. Hyundai Malaysia convoyed total of 29 3S centres nationwide by the end of the year. The 29 3S centres with - Be cheerful at every customer contact point with them and also sponsored the 1st, 2nd and 3rd prizes for capacity to service 23,000 vehicles a month will improve service efficiency with - Keep all customer areas clean and neat the winners. The activity provided a platform for Hyundai a shorter turnaround time. The six new 3S centres are located in the Central - Address problems on the spot before customer become dissatisfied Sonata owners to get to know each other and expand on the Region (namely Jalan Chan Sow Lin, Cheras and Jalan Ampang in the Klang 5. Handle Difficult Customers with Care! Hyundai ownership experience. Valley), Northern Region (Sungai Petani, Kedah), East Coast Region (Kuantan, - Allow angry customers to vent by listening carefully A great vantage point for treasure hunting Club members with SDAH Glenmarie Sales Manager-Joey Lin Pahang) and East Malaysia (Kota Kinabalu, Sabah). In March, we launched Auto - Use problem-solving skills to resolve issues before they escalate Lim Bros 3S Centre in Sg. Petani and Mawanis Sdn Bhd in Cheras. The other four - Don’t take a customer’s anger personally will be launched in due time. ELANTRA6. Exceed Customer Expectations! CLUB CELEBRATES 2ND ANNIVERSARY AT CITTA MALL - Anticipate needs and special requests To enhance the ownership experience., training programmes for service and - Act quickly to delight customers technical personnel are ongoing to enhance the quality of service offered by - Shock your customers with the 3S centres to improve customer relations. HSDM will also be introducing great service they do not expect enhanced after-sales programmes and activities which offer greater value to * extract from www.customerservicetraining.net Hyundai customers. These will include service on Sundays for the convenience of customers and labour free service on Wednesdays at selected service centres. Additionally, complimentary services such as a free 20-point inspec- tion, G-Scan Digital Vehicle Health Screening and car wash will be offered at all authorised Hyundai service centres. RECENT We also released the Sport series variants of our existing Hyundai models and PROMOTION launched the much awaited i30 for the Malaysian market. Yes, we have been Hyundai ran a promotion to busy increasing the Hyundai brand value. inform customers that they can Proud Elantra Club owners An impressive line-up of shiny clean and well kept cars enjoy the convenience of Happy Reading! 29 March 2014 - The Elantra Club Malaysia (EMC) organised their servicing their cars on Sundays 2nd anniversary at the Citta Mall to commemorate where the and enjoy no labour charges at model was launched in Malaysia. selected service centres. The deal gets better with FREE A total of over 100 Elantra owners showed up together with their 20-point inspection and families. Hyundai Malaysia was there showing support by setting GDS/G-Scan Digital Health up the Before Service to offer Free 20 point inspection and Screening. Terms & conditions LAU YIT MUN GDS/G-Scan digital hoalt. Besides, latest models were displayed apply. Managing Director, like the newly launched i30 and Elantra Sport. Test drive were also Hyundai-Sime Darby Motors made available. No holds barred celebration with confetti canons fired The Before Service Area LOCAL NEWS 3 MAR/APR 2014 HYUNDAI i30 LAUNCHED FOR MALAYSIAN MARKET 27 March 2014, Cheras - The launch of the new generation i30, Hyundai’s best selling model in Europe, was held simultaneously with the grand opening of Hyundai’s 25th 3S centre. It is powered by Hyundai’s NU 1.8 MPI engine with Dual-Continuous Variable Valve Timing (DVVT) that produces a maximum power of 150ps at 6,500 rpm and torque of 178Nm at 4,700rpm. Hyundai’s in-house 6-speed automatic transmission also adds to the dynamic perfor- mance of the car with outstanding fuel economy. The interior of the new generation i30 is roomier than the previous model with one of the longest wheelbases in the C-segment. The increase in the overall length and width offers more space for occupants and more cargo space for luggage. The i30 has a boot capacity of 378 litres with the rear seats upright and 1,316L with rear seats folded – an increase of 10% compared to its predecessor. It has an advanced cockpit area with a touch-of-a-button convenience. Smart features of the new i30 include a panoramic sunroof that can be fully opened or tilted offering passenger flexibility and functionality, a large TFT Supervi- sion cluster that provides a wide range of essential information to the driver in high resolution clarity, parking assist system, a smart key, a rain sensor and a host of other impressive features that are just a button away.