There is such a story about Mercedes-Benz: an elderly German couple was driving a Mercedes sedan on a country road, looking forward to the upcoming warm vacation, when their car suddenly broke down. Due to the remote location, the stranded couple was extremely worried. Fortunately, they remembered the phone number of the Mercedes-Benz after-sales service center, so they immediately called and explained their location and situation. Soon, the Mercedes-Benz after-sales service personnel arrived in a small helicopter from a service station hundreds of kilometers away, replaced the entire engine for the elderly couple, and charged nothing, leaving the couple deeply moved. This classic tale of "helicopter rescue" reflects the brand spirit of Mercedes-Benz's wholehearted commitment to providing the best service to customers. This century-old automotive brand's meticulous planning and comprehensive layout in the field of after-sales service is exemplary among luxury car brands. Since entering China, Mercedes-Benz has spared no effort in its investment in the Chinese market in areas such as dealer talent cultivation, customer service, hardware facility construction, and social responsibility. It continues to set benchmarks in the field of after-sales service and strives to forge the quality of the star emblem. In September this year, Mercedes-Benz announced its new global after-sales service brand promise "My Service" during the Frankfurt Auto Show, which will soon be implemented in China, bringing Chinese customers a richer after-sales service experience.
Mercedes-Benz's after-sales service team is renowned for its high threshold. To become a certified after-sales service consultant for Mercedes-Benz, one must undergo a series of high-standard certification trainings and on-the-job exercises organized by Mercedes-Benz. This process lasts for three years, including five weeks of intensive training and evaluation before opening, ensuring that they have a good grasp of Mercedes-Benz's service processes and philosophy before officially starting work. Subsequently, they must undergo at least two years of on-the-job training and practical business exercises to qualify for certification as a Mercedes-Benz service consultant. After three weeks of intensive training and passing the exam, these candidates can finally become certified after-sales service consultants for Mercedes-Benz. The pass rate for certification through the strict and thorough certification and evaluation mechanism of Mercedes-Benz is approximately 70%. This ensures the elite quality of Mercedes-Benz after-sales service personnel. At Mercedes-Benz, only certified after-sales service consultants are allowed to serve the beloved cars of Mercedes-Benz owners.
In addition to the elite service team, carefully designed service processes are also highlights of Mercedes-Benz's after-sales service. Last year, Mercedes-Benz launched the WP2010 standard after-sales process consulting project in China, a globally promoted after-sales service consulting project supported by professional teams from Mercedes-Benz Germany headquarters and Mercedes-Benz China. The consulting focus is on customer-related processes. To date, 1,050 dealers from more than 70 countries have participated in this project. It is the standard for global Mercedes-Benz authorized service centers and an optimization tool for dealers' after-sales processes. As one of the earliest markets in Asia to implement the standardized after-sales process WP2010 consulting project, China has successfully localized the process to better adapt to the Chinese market, allowing Chinese customers to consistently enjoy the high-quality service experience that Mercedes-Benz provides.
Mercedes-Benz regards helping dealers with talent training as a long-term project. Currently, it has established four dealer training centers in Beijing, Shanghai, Guangzhou, and Chongqing in mainland China, offering a wide range of training courses in various formats. In addition to traditional offline training, advanced E-learning online teaching systems have been introduced, greatly enhancing the professional skills and qualities of dealer personnel. To help Chinese technicians improve their skills and align with international standards, Mercedes-Benz implemented the "German Expert China Tour" training guidance project in China for the first time in June 2009. Through this "hands-on teaching" training project, technical experts from Germany worked alongside Chinese employees and provided on-site guidance during the work process, effectively improving the service quality of front-line employees at dealerships.
In terms of talent management, Mercedes-Benz actively explores and innovates, designing retail elite projects that lead the industry to help dealers address various issues and challenges in talent management. Since the successful implementation of this project, it has greatly improved the efficiency of human resource management at dealerships and significantly increased employee satisfaction.
While employing people, Mercedes-Benz always keeps nurturing talent in mind. Mercedes-Benz has successively collaborated with colleges and vocational schools in Beijing, Guangzhou, and Shanghai to carry out multiple "automotive technology education" projects, cultivating a large number of high-quality specialized talents for dealerships. To encourage continuous improvement in technology among dealership employees, Mercedes-Benz conducts periodic evaluations of dealers through its annual "Mercedes-Benz Service Skills Master China Competition" and "Bodywork and Painting Skills Competition." The hosting of such competitions not only serves as a channel for identifying talent but is also a touchstone for testing the professional qualities of after-sales service personnel. Through mutual learning and skill discussions among participants, the overall level of Mercedes-Benz's after-sales service has seen a qualitative improvement.
High-standard training and high-specification competitions ensure the profound skills of Mercedes-Benz service personnel, while reasonable and effective evaluations motivate employee enthusiasm. Additionally, Mercedes-Benz holds dealer family dinners to reward dealers on a large scale, deepening the sense of belonging and honor among after-sales service personnel.
Continuous upgrades in hardware facilities comprehensively ensure service quality. While the Mercedes-Benz after-sales service team places great emphasis on talent development and training, it does not slack off in hardware construction. With the continuous upgrading of dealer service outlets and other hardware facilities, Mercedes-Benz customers enjoy increasing convenience and progressively advanced services.
In recent years, Mercedes-Benz has continuously expanded its dealer network in China. By October this year, the number of Mercedes-Benz dealers in China has reached 184, and it is expected to exceed 200 by the end of this year.
In terms of maintenance equipment, the Star Diagnostic System used by Mercedes-Benz can achieve global synchronous software online updates and is currently the most advanced automobile diagnostic equipment in the world. Owners of luxury vehicles enjoy unparalleled top-tier services that match their vehicles. This year, Mercedes-Benz established its fourth Mercedes-Benz spare parts distribution center in Yangzhou, located in the core area of the Yangtze River Delta economic circle. With the increase in the number of spare parts distribution centers, customers' waiting time for delivery will be significantly reduced.
Mercedes-Benz consistently maintains its dedication to customer service, creating the ultimate perfect after-sales experience for customers. Adhering to the star emblem service concept of putting customers first, Mercedes-Benz continuously monitors changes in consumer needs and promptly introduces personalized service content. To better meet the needs of Chinese customers for luxury passenger cars, Mercedes-Benz has launched appointment services and 24-hour emergency roadside assistance services. As an important part of Mercedes-Benz's after-sales service, the value enhancement plan it has introduced targets the individual needs of customers and provides them with tailor-made services through seasonal maintenance activities. The owner lecture events further bridge the gap between dealers and owners. Through face-to-face professional guidance and lectures, they address the practical issues that customers care about, deepening the understanding and communication between Mercedes-Benz and its customers.
As a socially responsible enterprise, Mercedes-Benz is committed to "being a socially responsible company." This concept is not only reflected in its various corporate social responsibility projects but is also integrated into its after-sales processes. In the repair workshops of Mercedes-Benz, the long-held environmental protection philosophy is evident everywhere. All masking papers used for vehicle porcelain baking employ advanced technology, allowing for recycling and minimizing environmental pollution to the greatest extent possible.
Mercedes-Benz's meticulous efforts in the field of after-sales service, with the aim of benefiting consumers, will undoubtedly secure it a broader space in the Chinese market.