GAC Motor PH rolls out GSSW to boost customer experience standard

MANILA:  The local arm of Guangzhou Automobile Group Company Limited (GAC) in the Philippines has rolled out a global brand’s comprehensive coaching and training initiative.

According to the GAC Motor Philippines, the GAC International Sales and Service Way (GSSW) program was designed to underscore the Chinese automaker’s commitment to establish a standardized level of excellence in managing customer experiences.

The said program, which the Astara-led firm has recently conducted, targets three areas covering its customers' touchpoints (including 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.

Philippines is among the 10 markets around the world that implemented GSSW — making the marque’s local arm as one of the benchmarks for its network around the world.

 Serving as the second country to receive such extensive training from the GAC headquarters, the team underwent a rigorous coaching session with the GAC Operations Training Team representatives.

"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.

For his part, GAC Motor-Astara Philippines Brand Head Franz Decloedt noted 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 followed GAC Motor Philippines’ first half-year performance this year — placing GAC as the third leading Chinese brand in the country.

“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 GAC International Sales and Service Way (GSSW) will become the way of life for all GAC dealers. The local rollout commenced with GAC Santa Rosa, the latest dealer sales and aftersales facility in the GAC Motor Philippines network, chosen as the pilot dealership for the program. This effort sets the stage for a nationwide implementation, with other dealerships set to follow very soon,” it added.

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