GAC Motor rolls out GSSW in PH to standardize customer experience

In its bid to standardize the level of excellence in managing customer experiences, the Guangzhou Automobile Group Company’s (GAC) distributor in the Philippines has started conducting the global marque’s comprehensive coaching and training program.

Per the Astara-led company, the rollout of the GAC International Sales and Service Way (GSSW) initiative —currently being implemented globally — was eyed to establish a standardized level of excellence in managing customer experiences.

The rigorous coaching session from key representatives of the GAC Operations Training Team covers customers touchpoints (which include sales, aftersales, and operations management):

• Enhanced Customer Experience: Customers will enjoy a more streamlined, efficient, and personalized service at every interaction.
• Standardized Processes: By implementing uniform procedures across all dealerships, GAC Motor ensures reliability, efficiency and consistency in service delivery.
• Commitment to Excellence: The training instills a culture of excellence among staff, ensuring that customers' needs are met promptly and professionally.

Now serving as one the global benchmarks for the said program, GAC Motor Philippines is the second country to receive such extensive training from the global headquarters.

"The goal of the GAC International Sales and Service Way (GSSW) program is to establish a global standard across all GAC dealerships in the Philippines. Through this training, GAC ensures that customers receive a consistently high level of service, characterized by standardized processes, a customer-first approach, and a solid commitment to excellence." Todd Yao, an international trainer from the GAC Operations Training Team, was quoted as saying.

Meanwhile, GAC Motor-Astara Philippines Brand Head Franz Decloedt shared the importance of the GSSW mindset.

"The GAC International Sales and Service Way is not just a program; it is a principle that we live by. GAC and Astara Philippines are equally serious about making every customer interaction meaningful, ensuring that our customers feel highly valued and appreciated. We want our customers to know that by choosing GAC, they made the right choice and that we are committed to making them customers for life."

The said program was rolled out after GAC Motor Philippines became the third leading Chinese brand in the country (based on its sales performance for the initial half of 2024).

“Astara Philippines is committed not only to achieving remarkable sales but also to enhancing its service delivery across all GAC Motor dealerships, demonstrating a holistic approach to total customer satisfaction,” the company shared in a statement.

The GSSW’s local rollout began with GAC Santa Rosa, the latest dealer sales and aftersales facility in the GAC Motor Philippines network — setting the stage for a nationwide implementation, with other dealerships set to follow very soon.

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