CHENNAI, India — Service advisor Mohammed Hanif and technician Mohammed Wasim from Cargo Ford in Ahmedabad have been rewarded for their outstanding talent after winning the Ford India National Skill Competition, held to foster greater customer service across the country.
For Hanif, 28, and Wasim, 23, the journey from the dealership in Ahmedabad to the shining award ceremony at a banquet hall in the Hotel Le Meridian was one of sheer hard work, dedication and focus on achieving customer satisfaction.
At the final stage of the competition, when they were about to deliver the serviced vehicle to a customer, Hanif and Wasim were thrown an unexpected challenge — to rectify malfunctioning hazard lamps. By politely asking the customer to wait a little more, and focusing on the task at hand, they resolved the issue in just 35 minutes.
“We are extremely happy at this opportunity to showcase our skills and excel in delivering customer satisfaction. We thank Ford India for organising this annual event to motivate us and will disseminate the knowledge gained here when we go back,” said a proud Hanif.
The National Skill Competition, an endeavor to develop skills among dealer personnel and help them excel in customer service, saw an enthusiastic response from dealers from across India, with 67 nominations received.
Nearly 106 service technicians and advisors, drawn from 53 dealerships participated at the regional skills competition held at the regional level in Chennai, Kolhapur, Mohali and Kolkata in the second week of September. They were put through a rigorous test schedule comprising written tests, practical challenges and their interaction with Ford customers.
The winning and two runners-up teams at the regional level were then invited to Ford India's Service training facility in Chennai for the final round. Ford India had flown down all regional winners to Chennai.
N. Prabhu, general manager, Ford Customer Service Division, told the service teams they need to be fully attentive to customer needs when they deliver their car for servicing, and must maintain original cost and time commitments as much as possible to ensure higher customer satisfaction.
“Customers just want their cars fixed right the first time. Courtesy, convenience and cost are all important considerations. But surveys show that getting the repair done properly on the first try still ranks number one,” he said. By providing cutting-edge training and opportunities like the National Skills Competition, Ford India is supporting dealers in improving customer satisfaction, he added.
Prabhu handed over cash prizes and certificates to the winners amid loud applause. Hanif and Wasim received INR15,000 (USD 300) each, followed by Vaibhav Gate and Saminullah Khan from Planet Ford who bagged INR10,000 (USD 200) each. The second runner-up team of Uday Naik and Manivannan from Lathangi Ford received INR7,500 (USD 150) each.
Dealer personnel and Ford executives pose for a group photograph after the award ceremony.