The Rola Volvo franchise in Helderberg has implemented its global parent company’s practice of assigning every Volvo owner his or her own Personal Service Technician (PST).
The PST programme combines the roles of service advisor and technician, giving all customers a single name and number to contact with regard to their vehicles’ services.
Says Rola Volvo brand manager, Ryan Chapman: “The cornerstone of this human-centric approach is customers’ very own Personal Service Technician, who’ll take care of everything to do with their car – from booking appointments to carrying out the service.
“And, as customers will deal with the same technician each time, they get to know the technician as well as they know their car. So, no misunderstandings.”
In Somerset West, the PST service has been combined with Volvo’s quick turnaround services. This means a customer can book his/her car, enjoy a coffee and free Wi-Fi and have it returned and ready in as little as an hour.
Two of the secrets behind this service is the way that service personnel work in teams, with different members responsible for different parts of the vehicle service. Rola Volvo also staggers service bookings to allow for PSTs to carry out each client’s welcome and final vehicle delivery, while giving clients an opportunity to fit their service into their busy schedule.
Chapman says before COVID-19, clients were invited to walk around in the workshop as part of the commitment to transparency, open communication and building lasting relationships with your PST.
“The technicians needed a bit of training in the beginning and have to be accredited each year, so it takes a lot of effort from our side. Rola Volvo has been doing it for around five years and the system works really well.”
Rola Volvo was crowned Dealer of the Year in 2018 and has been in the top three recently for both sales and – more importantly – after-sales.
With a solid foundation in the parts division of a dealership, and having worked his way up through the ranks across several departments, Hyde Park Toyota's new Dealer Principal says he is ready for the challenge ahead.
Mitsubishi Motors has revived the Pajero name with the launch of the fifth generation Pajero Cross Country. The new model does not simply replace the previous Pajero that disappeared from the market in 2021. Its relationship with the Pajero Sport is equally important, particularly for markets such as South Africa.
Range Rover, long regarded as the original luxury SUV, has introduced its first electric model. The vehicle is built at the Solihull plant in the UK, where Range Rover production has taken place since 1970.
Advertisement
Advertisement
I have bad reflexes. I was once run over by a car being pushed by two guys
Woody Allen
With a solid foundation in the parts division of a dealership, and having worked his way up through the ranks across several departments, Hyde Park Toyota's new Dealer Principal says he is ready for the challenge ahead.
Volvo Cars Century City, a member of the Super Group Dealership family, announced its continued commitment to serving Cape Town with world-class facilities, electrified vehicles, and Volvo’s renowned safety innovations. This is what the manufacturer says about its new dealership.
South Africa's automotive industry is struggling to find the specialised technical skills it needs, even as the country faces high youth unemployment.
