High level training for service advisors Customers can be sure of getting specialist advice from qualified service personnel. To ensure that Mercedes-Benz customers get the very best from their automobiles, Zung Fu has highly trained specialist service advisors on its staff to guide them through procedures and answer any queries they may have. Customers can be confident of getting the very best advice, whatever the topic, by experts who have detailed knowledge of both the Mercedes-Benz vehicles and the wealth of back-up services offered by Zung Fu. The Certified Service Advisor program can be found only at authorized Mercedes-Benz Service Centers. These are the main, customer-oriented objectives of the scheme: To standardize the service quality and enhance customer service experience. To inject the latest knowledge in customer relationship management to front-line staff of Zung Fu. To upgrade the service advisors' technical knowledge continuously. In order to qualify as a service advisor, staff members have to undergo a series of rigorous tests drawn up in conjunction with Mercedes-Benz, a company renowned for its exacting standards. There are a number of different areas that staff members are required to study, so they are totally familiar with the computer systems and the way the workshop operates, as well as with the catalogues and warranty manuals. At the end of their training, they will be comfortable talking about topics such as drive train systems, comfort and safety systems, telecommunication and other highly technical areas. Digesting this knowledge allows advisors to pass it on to clients in simple form, explaining what work will be needed on their vehicle and how it will be carried out. All Zung Fu After-Sale service representatives have to pass an exam to test their skills and are also fully versed in business and "soft skill" presentation. The areas broadly covered include presentation and communication, customer satisfaction, service marketing, service operations, self management, service contract, warranty and other legal aspects. All this behind-the-scenes training demonstrates a strong commitment to meeting the highest standards demanded by both Mercedes-Benz and Zung Fu. Significant resources are spent on supporting the program, to ensure service advisors have full training and can provide coaching to other staff. It is an investment in the future by Zung Fu; staff rise to the challenge and, in return, customers have the satisfaction of knowing they can call on superbly-trained professionals for whatever query they have, large or small. click to enlarge click to enlarge click to enlarge