Wearnes Automotive recently introduced and launched the Service 2.0 Program for their Volkswagen Dealership in Sg Besi, Kuala Lumpur. According to them, Service 2.0 will try to ensure a new customer experience exclusively to Wearnes Volkswagen customers and will enable Wearnes to be positioned at the top leading in automotive service industry, second to none. The new customer experience which was launched at Wearnes Automotive's flagship 4S centre in Kuala Lumpur.
This service should eventually make its way to all Wearnes Volkswagen dealerships here in Malaysia (if they have many more of them, that is). The reason why Wearnes wants to upgrade its customer services is that they are aware that customer (and aftersales) is the key to making or breaking a brand. Wearnes believes in customers’ exclusivity and would always strive to enhance premier relationship with its customers. They are proactively targeting more platforms such as Volkswagen Clubs to promote them to their customers and reward their customers with more and better privileges.
So what is Service 2.0? It is about making things quick and easy for the customer. We shall list down some of the initiatives that Service 2.0 brings down below and in the video above.
So as a start to Service 2.0, Wearnes has brought to its customers a service booking via WhatsApp application. What are needed here are merely details on customer’s name, vehicle’s registration number, service type, vehicle current mileage, and finally the preferred appointment date. Appointments for servicing can be done by sending the details to Whatsapp contact at 012-9389929 to their Volkswagen Service Centre in Sg Besi. A confirmation message will be sent to the customer upon verification of service appointment.
Another initiative in their service upgrade in their Sg Besi outlet includes the Fast Lane Service which enable the vehicle sent in for servicing to be returned within a two hours period. This fast lane service is only applicable for standard scheduled maintenance service, in the condition that the service appointment was pre-arranged (with terms & conditions applied, obviously).
While waiting for the vehicle to be serviced or repaired, customers can enjoy a variety of complimentary breakfast at their service lounge together with the free access of internet usage and cabled TV viewing. There would be food and beverages throughout the day including some pretty good coffee if you are into the stuff.
Wearnes Automotive as they now have jockey service to meet their customers’ convenience and ensure that they don't have to find parking while visiting the showroom or service centre. In addition to this, Wearnes Automotive provides free shuttle service to its customers who send in their vehicle for servicing to the customer’s designated destination. This is within a certain range limit of course, but most of the time, it should cover most of Kuala Lumpur city centre so one can send the car in and then head out for lunch and back to collect the car.
There is also a night drop off or after working hours drop off service for customers. If the customer cannot find the time to send in their vehicle for servicing during the regular business hours, Wearnes Automotive provides a night drop-off service to you anytime 24/7. All the customer has to do is just to drop your car key with Volkswagen Sg Besi and fill up a simple form.
Rizwan (above, left), the Deputy Dealer Principal of Wearnes Automotive said during his presentation at the launch, “We see our customers as invited guests, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better every day. There is no shortcut to give a good service. The only way to get 5 stars feedback is to offering 5 stars service”.
The Service 2.0 programme by Wearnes Automotive is a significant improvement in the after sales service industry. We can clearly see their initiative, distinction and seriousness in providing the best service to their customers. We look forward many more extensive and exclusive services by Wearnes Automotive to its Volkswagen customers." added Rizwan.
The Wearnes flagship Volkswgen outlet, Volkswagen Wearnes Sg Besi, is huge. At over 75,180sq ft. It has two floors allocated for both showroom and aftersales. It is a full-fledged, one-stop centre that caters to the complete needs of Volkswagen owners - from sales to aftersales, service and repair, parts, body and paint, alignment and tires and air-conditioning servicing. There are a total of 34 service bays with a team of 34 experienced certified technicians. According to Rizwan, the centre can cater to most Volkswagen owners needs as efficiently as possible. It would be impossible to ensure that things go 100% smoothly but Rizwan had stated that the company will try their best in sorting out customer needs.
We note that what Wearnes is giving Volkswagen customers are services which are very much like premium marques out there. It is nothing new to those who are using premium German and Japanese marques, but this is actually new to a mass market brand like Volkswagen. Yes, folks. We have to say it again...Volkswagen is a mass market European brand and it isn't actually premium European. Note that Volkswagen group have Audi above Volkswagen to give that premium brand experience. So in this case, Wearnes is trying to give its customers over and above the usual mass market car ownership experience.
We hope that more companies will follow suit as this only benefits the customer even more!
Volkswagen Wearnes Sg Besi operating hours: -
Showroom
Monday – Friday: 9am – 7pm
Saturday: 9am – 5pm
Sunday & PH: 10am – 5pm
Aftersales & Service
Monday – Friday: 8am – 6pm
Saturday: 8.30am – 5pm
Sunday & PH: Closed
Body & Paint
Monday – Friday: 8.30am – 6pm
Saturday: 8.30am – 5pm
Sunday & PH: Closed
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