Service Manager of ABC Motors and Stuttgart Motors for 4 years now, Jean Pierre Venter has a fascinating journey background: he has performed as Technical Instructor and Technical Specialist at Nissan in South Africa for 8 years and as Aftersales Manager in Tanzania for 3 years. With his  extensive know-how in the industry, he shares with us some ingredients to a successful customer experience journey. Let us dive in!

What should customers expect at the Nissan Service Workshops?

Our motto says it all: “We care for you”. While the automobile market has been affected by unstable sales since the Covid-19 pandemic, the customer’s trust remains our best long-term and cost-effective asset. This is why we focus on the dedicated support of our trained staff, ensuring customers  are being listened to and cared for.

As soon as a customer books for an appointment–either online or via a phone call– or simply walks in at our respective workshops in Phoenix or Port Louis, he can count on our team to assist him with care. We ensure that all his queries are being attended to, starting with simple technical advice when it comes to tires or any related body repair work. Once the vehicle is ready, the customer will be contacted for delivery. After 48 hours, a service advisor will contact the customer, to check on him and ensure his utmost satisfaction.

Why should customers opt for your workshops to maintain their vehicles?

Besides our outstanding customer service, we also provide maintenance services in accordance with the manufacturer’s specifications to ensure smooth performance, sustaining the vehicle warranty. For the new Nissan Magnite for instance, it is 5 years or 100,000km, whichever comes first.  Vehicles are serviced and repaired using only the genuine parts, as stipulated in the warranty booklet which is supplied during the sales handover. The Nissan Genuine Parts have been specially manufactured to perfectly fit the Nissan vehicles and to keep the vehicle as good as new for longer…

What is the secret of good after-sales services?

Without hesitation, connected aftersales! Technology has transformed the world. Adapting to this new trend, we have shifted most of our marketing activities online since we can customise our campaigns to better reach our customers. We have been present on Facebook for several years now and have recently joined TikTok since it is one of the most downloaded apps in the world. Furthermore, on a daily basis, we also make use of our customer relationship management (CRM) platform to keep up-to-date with our customers’ needs and requirements. We strive every day to take the customer experience to new heights.