‘Moore’ in the showroom
← Back to Blog | Posted - July 16, 2013
“Though it is something that we have never ignored, we are now doing more to act proactively instead of reacting.” That’s word from KIA Motors Jamaica CEO Dwight Moore, who says that the company is entering a new phase of customer service delivery.
Plans are advanced, Moore says, for the establishment of a call centre and the expansion of the customer service delivery capacity of all KIA members of staff. He also says that the company will be looking to expand its sales staff along with the search for people to fill the soon-to-be completed call centre.
However, the biggest move KIA has made to improve customer service has to do with Moore’s office—its now on the showroom floor.
“We are in the process of redesigning the showroom, to transform it into the KIA Customer Lounge, but a part of that process features me interacting with and listening to the voice of our customers in a very real way. My new desk is on the showroom floor, and I am a part of the team that welcomes and assists our customers everyday,” Moore says.
The CEO said that since the capacity of the parts and service department was reduced by a fire earlier this year he noticed an increase in customer complaints about service delivery.
“The complaints, though understandable within the context of our property being badly damaged, have never sat well with us. We are taking the time to change the way we do business to eliminate the complaints in every aspect of our operations,” he remarked.
Kia has also experienced dramatic qualitative improvement to the brand. Kia Motors entered the ranks of the world’s top 100 global brands according to Interbrand’s Top 100 Best Global Brands list debuting in 87th place with brand value of US$4.1 billion.
Over 2.7 million Kia vehicles a year are produced in nine manufacturing and assembly operations in five countries which are then sold and serviced through a network of distributors and dealers covering around 150 countries. Kia today has over 47,000 employees worldwide and annual revenues of US$42 billion. It is the major sponsor of the Australian Open and an official automotive partner of FIFA – the governing body of the FIFA World Cup™.