Renault Samsung boasts of quality services

Yang Seung-ju, leader of the six-member seasoned technician team at Renault Samsung Motors, talks to a repairman at one of the automaker’s affiliated repair shops in Seoul. (Photo : Renault Samsung Motors)

Renault Samsung Motors (RSM) has set a milestone by topping the annual Customer Satisfaction Index for 10 straight years through 2011 in the survey by automotive research firm Marketing Insight. The automaker is also found to have received the least complaints in terms of after-sales customer services, according to a recent report by the Korea Customer Agency.

The results show the automaker has successfully presented an image of being trustworthy and reliable. Behind these results is an emphasis on quality service for customers.

But it may have been an empty slogan if there had not been a team of seasoned technicians at RSM who have devoted themselves to providing the best customer service.

Dubbed “six master technicians” by the company they are Yang Seung-ju, Shin Eon-sang, Kwon Seung-hyun, Kim Tae-o, Park Jong-suk and Kim Boo-gyu.

They have all completed the highest “Technical Coordinator for Mechanics” course and have expertise in solving problems with various vehicle parts with many years of experience.

The automaker says they are top class technicians not only at RSM but also for the Renault-Nissan Alliance.

They provide technical solutions to complicating problems that affiliated repair shops face through a remote assist system, and depending on the level of complexity, they also visit the centers to help repairmen out, believing it is the way to best serve customers.

RSM said the six have solved 96 percent of problems within four hours after repair shops ask for their help.

They also try to share their experience with other technicians and repairmen.

Kwon, who is in charge of continuously variable transmission and body control modules, regularly conducts lectures for 500 repairmen from affiliated service centers.

“I will keep handing down all the know-how on repairs that I have to affiliated repair shops so that no customers will be dissatisfied with our services,” he said.

The six technicians have also published a white book so that any RSM technician or repairman can provide standardized services.

They said what’s most rewarding is to see customers happy with the service.

Kim Boo-gyu, an expert in power train and body control modules, said he feels proud on hearing customers saying “Thank you.”

“I once received a call from an auto repair shop in Wonju, Gangwon Province, when I was away with my family on holiday. They said they could not start the engine even after they completed the repairs. I drove there and fixed the problem. On my way back home, I received a thank you call from the car’s owner and the repair shop. That made me proud of my job,” he said.

The six technicians pledged to do their utmost to meet customers’ requirements to continue to be the best in customer satisfaction. <The Korea Times/Kim Tae-jong>

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