70 Years of Excellence: Driving our Community into a Sustainable Future 卓越七十載:引領社區邁向可持續未來
Exceeding Expectations Through Excellent Service Zung Fu Group understands that excellent service is key to winning customer trust and loyalty. We have established strict service standards to ensure that we are delivering the best possible experience to customers. To maintain service quality, we employ a mystery shopper programme. These undercover evaluators visit showrooms and service centres as regular customers, providing genuine feedback on their experiences. Our team uses this feedback for targeted improvements and training, constantly enhancing service quality to exceed customer expectations. Prompt and effective responses to urgent customer needs are our priority. We maintain a 24/7 emergency response team to handle any customer emergencies. Whether it’s roadside assistance, vehicle breakdowns or other urgent issues, the team responds swiftly, ensuring customers receive timely support regardless of their location. Customer feedback is highly valued and crucial for service enhancement. “Empathy” is one of our service principles — truly understanding customers’ feelings to provide the most appropriate solutions. In one instance, when a customer had to cancel a family outing due to unexpected vehicle repairs, our team quickly arranged a courtesy car, salvaging the family’s plans. While arranging last-minute courtesy cars can be challenging, in this case, every team member went above and beyond to ensure customer satisfaction. To uphold service quality, we heavily invest in staff training. Regular sessions cover product knowledge, service skills and emergency handling, among other topics. This ongoing training allows each employee to continually improve their professional capabilities and maintain Zung Fu Group’s high service standards. 52 O U R N E TWO R K 業 務 網 絡 無 遠 弗 屆
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