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INTERVIEW: DEEPAK THAPALIYA,HYUNDAI NEPAL

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How do the professionals at Hyundai identify and repair any issues with the vehicle to make it as good as new?

First and foremost, the new recruits have to go through an intensive training program before joining the service floor. After the completion of the training program, they are assigned to their respective departments. The new recruits have to work for 8 months as trainees before climbing up the hierarchy.

Secondly, our customers are provided with smart card which contains their entire vehicle history. This makes easier for us to get a complete diagnostic of the vehicle. After identifying the problem, our expert technicians and mechanics make sure that the vehicle gets the quality it deserves.

We have the technology, staff to make your vehicle run like new. When it comes to taking care of your car, we make sure your experience is simple and efficient as possible.

Customers can be very demanding. How do you address their expectations?

Customers want value for their money and we are very conscious about it. We work very hard to provides excellent service and solve immediate requirements of their customers. Right from the first interaction to the last, we are dedicated to maintaining a top tier customer service. We honour this connection for a lifetime.

In addition, our service centres have a dedicated customer lounge and other amenities to provide a good customer experience.

How do you keep your service costs competitive?

Aftersales service is a price-sensitive entity and we have tried to make our service costs as reasonable as possible. Cost is directly related to efficiency so we strive towards providing an excellent service. We believe that we need to create value first – something which meets or exceeds the expectation of the customer. When a value is created, the customer will be delighted. Hence, the cost will be justified by the value it creates.

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What are the challenges you face and how are you addressing them?

The customer of today wants everything for a nominal amount. Sometimes it’s hard to match up to these expectations; however, we are committed to provide an excellent service. For a premium brand like hyundai, it’s important to provide and maintain the quality of service throughout the country. Looking at the overall scenario, we have aced in all areas related to aftersales service.

Not only our team is focused on providing top-notch and efficient service but also ensure that your vehicle gets the quality it deserves. We aim to provide you with the most convenient and efficient servicing around to have your vehicle back on the road in an excellent condition.

Lastly, can you share some of your mantras which have met with success?

There are no secret mantras as such but there are certain guidelines we strictly adhere to. From the equipment to the floor layout, our service centres have constantly evolved. We have optimally allocated the manpower, system and software to provide exceptional service in a timely manner. In order to achieve this efficiency, we implement many techniques in our service centres. Our state-of-the-art facilities are developed according to hyundai guidelines. Also, we maintain clean and hygienic service floors.

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