Al Yousuf Motors receives recognition for commitment to customer service

After qualifying for the GM Bronze Award for Services and Parts Excellence in 2002, Al Yousuf Motors' promotion to Silver status within the same year is proof of the success of its aggressive twelve-month service and parts expansion strategy and commitment to providing the finest customer care and convenience in the UAE.

Rory Harvey, General Motors Regional after sales Manager, says: "This outstanding achievement for Al-Yousuf Motors Group comes in recognition of exceptional commitment and dedication to its after sales Operations, assisted by the implementation of GM's Excellence Program. The Program, and the Al Yousuf Motors Group's dedication, will lead to greater levels of customer satisfaction."

The GM Service and Parts Excellence program measures, amongst other areas, the standard of facilities, quality control, service business operations and planning, tools and equipment implemented by each company. Al Yousuf's achievement of the silver status for both services and parts reinforces its total commitment to customer care in after sales.

"This award is recognition of the efforts of all our employees, all of whom are dedicated to servicing the UAE market without exception - just total commitment to providing 100 per cent customer world-class satisfaction in our after sales services," says Eqbal Al Yousuf, Vice Chairman of the Al Yousuf Group.

Graham M. Miller, Manager Service and Parts Excellence Program adds: "General Motors has introduced the Service and Parts Excellence Program in the Middle East as part of its ongoing Total Quality Management systems. They are designed to ensure customer expectations are exceeded. It is very rewarding and exciting to work with our retail facilities and help them move from one level of the program to the next - it is a continuous process of improvement. "

Eqbal Al Yousuf agrees. He adds: "We change before we have to, adopting the best practices and most innovative ideas in the industry to care for our customers throughout their ownership experience."

According to annual market research conducted by Reach Mass, weighing customer satisfaction across all areas of the business, Al Yousuf Motors has consistently increased its ratings in recent years. Highlighting consumer demand for reliability, speed, expertise, efficiency and peace of mind, the Reach Mass findings are a valuable map by which Al Yousuf Motors plots its successes and areas for improvement every year.

In this quest, Al Yousuf Motors has undergone periodic internal audits to achieve its Silver status, whilst also making servicing and spare parts widely available at convenient locations for consumers in the UAE through its network of AC Delco Parts and Service Centres.

Employing highly trained and qualified technicians, Al Yousuf Motors' state-of-the-art, fully air-conditioned workshop on Sheikh Zayed Road in Dubai guarantees year-round quality service. Having commenced double shifts in February 2003, customers can now drop off their car before 7pm for all minor repairs and servicing and pick it up by 8am the next day to minimise disruption to their own daily schedule.

Services such as the after hours key drop facility, SMS quotes for extra work required and notification when the car is ready, as well as a free Internet facility to allow customers access to their e-mail while they wait, are all testimony to the extra miles Al Yousuf is willing to go to ensure customer satisfaction every time.