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Interview with Ms. Ameena Al Asfoor, Customer Relations Manager at Zayani Motors

How long have you been working with ZM?

I joined Zayani Motors in December 2006 and have been working here ever since. I would like to thank Zayani Motors for giving me the opportunity to present and utilize my abilities to the best.

How would you best describe your responsibilities?

Customers are the lifeblood of any business. So, as a Customer Relations Manager my main concern is to establish and maintain an effective relationship with our customers, gain their trust and respect and, exceed their expectations at all times.

At Zayani Motors, we offer customers quality care and services through utmost convenience. This is apparent in our service offerings we provide; like our easy car servicing intervals, where one can enjoy the convenience of driving 10,000 kms before each service instead of the traditional 5,000 kms.

We also have the 15-day/ 150 km (Hassle-free) Exchange Program and the ‘buy back guarantee’ feature which provides our customers an easy alternative to own the car they wish to.

Introduced by Zayani Motors, we also have the famous Diamond Loyalty Scheme-an exclusive program where customers can take advantage of numerous benefits and rewards like discounts on spare parts, accessories and labor charges and much more.

Our job is to see our customers happy - happy enough to pass-on a positive feedback of our business to other prospective customers, who may then try the product or services we offer for themselves and in-turn become repeat customers.

How is an ordinary day at the Customer Service Center?

Servicing ZM’s clients on a day-to-day basis has helped me gain our customers confidence and trust and so a day Zayani Motors is always busy!!

Operating 7 days a week, Zayani Motors is one of those dealers who always come up with creative ideas and services to maintain customer loyalty.

I thank God that in such a short period, I have learnt and adopted an approach to deal with situations in the best possible manner that helps ensure ultimate satisfaction to our valued customers at ZM.

When people call, what are their most common problems/ concerns?

People always need someone to listen to their problems and give an explanation as to why a certain problem has occurred.  Most of their concerns need to be dealt with fast and quickly.

At the Customer Service Center, we usually get calls from customers asking for information, reporting a malfunction or merely to ask for assistance.

We also give our clients the opportunity to express their suggestions, concerns and queries, which will be immediately answered by one of the professional agents handling the call, thus ensuring optimum customer satisfaction.

What are the factors you bear in mind whilst dealing with your customers?

• Listen to what they say and find out customers needs

• Top priority to be given when dealing with each customer

• Satisfaction is prime and essential

• Guide the customer to communicate with the appropriate people in the organization

• Repeat customers are important customers

Any advice to others who would join this line of work?

Satisfaction depends on high quality which leads to the continuous improvement of the business. One should be fully committed to the principle of offering the utmost to their clients, making them feel a part of the family and not just customers.