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HISTORY |MISSION & VISION | CRM
CRM (Customer Relations Management):
In 2009, A.N Boukather won the Customer Relation Management Award for the 2008 year. The CRM Award is granted to the best Mazda Dealer in the World in terms of customer relations, decided through a preset evaluation method devised and controlled by Mazda.
The CRM program was established in 2008 with the purpose of giving Customer Relations a much higher priority for Mazda distributors all over the world. This program applies to Asia, Australia, Latin America and Africa also known as the 4A’s.
The CRM Award is decided on the Following Criteria:
-Fairness of parts price
-Fairness of labor price
-Professionalism of the team; technicians are always kept updated through continuous training
-Quality of work performed
-Follow up on clients
-Courtesy and helpfulness
-Promptness of service
As a reward, ANB were congratulated by the president of Mazda Motor Corporation, Mr. Takashi Yamanouchi who offered them a commemorative plaque. He had the following to say; “Congratulations for your Customer Relation Management award winning! You have marked the very high score in all evaluation criteria and achieved as high as 80 points in total. Not only your score is good but your performance itself is brilliant as well. We are impressed with your high Repurchase Ratio and Service Frequency”.
ANB’s relentless progress is motivated by our satisfied customers who shared their satisfaction toward our service perfection. Their comments left in the comment box located in the executive lounge, where customers wait for their car to be serviced, gives us additional motivation to always work towards exceeding their expectations.
The Following is what some of our valued customers wrote:
“A.N.Boukather & Mazda…Space for Freedom”
“The secret of success is seeking excellence…That is why I am your customer”
“Having such a great service, professional work and special care makes me feel at home at A.N Boukather”
A.N.Boukather grasps this opportunity to thank all of their customers who helped them reach the top position of the “CRM Award” and will always strive to exceed their expectations.
The 9 Promises
A.N Boukather’s success can be attributed to 9 promises each member of the ANB Staff has promised to uphold and adhere to when doing his job, they are;
1- Convey the dynamic excitement of Mazda vehicles to our customers with complete confidence.
2- Maintain the correct clothing and appearance and treat our customers with heart warming smiles.
3- Precisely understand customers’ needs by listening to them closely and carefully.
4- Respond to customers’ requests sincerely and promptly through understanding their position.
5- Explain our products and services to our customers clearly and to their satisfaction.
6- Keep every promise to your customer, no matter how small it is.
7- Master product knowledge and service techniques thoroughly to offer correct service to customers.
8- Keep every part of the showroom clean and pleasant to the customer’s eyes.
9-Follow all of society’s laws and customs in everything you do.