Jetour Auto Philippines commits itself to excellence in customer service and aftersales

Customer and after-sales servicing is a hot topic, especially among Chinese brands trying to build a solid and reliable reputation with Filipino car buyers.

In response, Jetour Auto Philippines strives to elevate the standards of its dealer network’s customer handling and technical proficiency. The Chinese brand held its first Aftersales Skills Competition for the Metro Manila and Luzon Chapter from August 24 to 25, 2023.

Also Read: Jetour Philippines celebrates 100 days in the local market, set to launch 4 new models

At the event, service advisors and technicians at Jetour dealerships from Alabang, EDSA Centris, Fairview, Pasay, and Isabela were pitted against one another in a friendly competition to raise the proficiency and expertise of the dealerships’ aftersales front liners.

The competition will have three legs: the first will be in Metro Manila and Luzon, the second for the Visayas region, and the final leg will be in Mindanao. 

The national skills competition series aims to align Jetour's dealership service operations with the brand’s global aftermarket standards and processes. The champions will be able to represent the Philippines in future Jetour Global Service Skills Competitions.

“Keeping Jetour's front liners updated with the latest aftersales skills and best practices will ensure we provide our customers an ownership experience second to none,” says JAPI Aftersales Director Eryx Guiang. 

“By standardizing a high-level uniform set of standards for our services, our dealers will be able to provide Jetour owners with superior customer care and servicing for their vehicles,” adds Guiang.

Camaraderie in competition

The 1st JAPI Aftersales Skills Competition aims to promote camaraderie in the brand’s dealership network, showcasing the highest standards for after-sales service. Aside from the mechanical aspect, representatives will be tested on their knowledge about the Jetour product lineup and the brand’s values and standard operating practices.

They will also be tested with practical exercises to evaluate customer handling and technical troubleshooting proficiency. 

This set of guidelines includes nine standard processes that Jetour Service Advisors and Technicians  should practice with every customer interaction:
1. Building Relationship
2. Service Appointment
3. Customer Reception
4. Job Card Preparation
5. Maintenance and Repair
6. Quality Inspection
7. Vehicle Delivery
8. Settlement
9. Following-up

JAPI is beginning to implement the Jetour 9-Step Process throughout the Jetour Auto Philippines dealer network to ensure uniform, high-quality customer service standards.

At the end of the two-day event, the panel of judges from JAPI declared the following Jetour associates as winners of the first leg of the competition:

Service Advisor Category

• Champion - Trexie Anne Carlos, Jetour Auto Isabela
• 1st Runner-up - Napoleon Aldana, Jetour Auto Alabang
• 2nd Runner-up - Albert Cruz, Jetour Auto Edsa Centris

Service Technician Category

• Champion - Joven Vega, Jetour Auto Alabang
• 1st Runner-up - Immanuel Dalumpines, Jetour Auto Centris
• 2nd Runner-up - Julius Cesar Torralba, Jetour Auto Fairview

The Visayas and Mindanao legs of the 1st JAPI Aftersales Skills Competition are targeted for completion by the end of 2023.

Is Jetour Philippines doing the right thing by ensuring excellent customer service and after-sales experience?