As the inventor of cars and car services, Mercedes-Benz's standards not only run through its luxurious and diverse product lineup, but also run through professional and reliable customer service and the customer's entire car journey. Mercedes-Benz accurately understands and solves the pain points of customers in daily use and maintenance of vehicles. It uses standardized service processes, standardized hardware equipment and tools, and standardized talent training as three major starting points to ensure the full life cycle of the vehicle. China creates a professional and reliable car experience for customers, and sets an industry benchmark for luxury travel experience with both product strength and service strength based on Mercedes-Benz standards, so that the 6 million Chinese Mercedes-Benz owners can feel confident about their Mercedes-Benz anytime, anywhere.

Ms. Zhang Ning, Sales and Marketing Director, Customer Service Department, Beijing Mercedes-Benz Sales Service Co., Ltd.

In order to make Mercedes-Benz standards more tactile and tangible, Mercedes-Benz has specially planned a "Workshop Detective" experience activity for Mercedes-Benz customers across the country. Customers can use an escape room game to check in different workshops in a panoramic and in-depth manner, and be immersed in it. Experience how Mercedes-Benz customer service sets a benchmark with standards and protects every Mercedes-Benz moment in details. The experience activity will be launched in Beijing, Shanghai, Guangzhou and Chengdu for the first time, and will gradually cover authorized dealer service outlets across the country. Working with dealer partners, more customers can experience Mercedes-Benz standard customer service at close range and in all aspects.

Standardized service process: Even though we are far apart, the service experience remains the same. Mercedes-Benz relies on its complete dealer service network and strictly implements the standardized service process of 7 major links and more than 900 processes to create a pixel-level Benz standard. Relying on globally unified technical operating specifications and the full assistance of global technical think tanks, Mercedes-Benz creates a consistent service experience all over the world with professional and reliable Mercedes-Benz standards and enthusiastic and sincere service concepts. Starting from the customer journey, the highlights of the standardized service process created under Mercedes-Benz standards are as follows: 1. Respond to everything and value the customer's time: real-time reminders are provided for vehicle maintenance, and customers can make appointments online and offline at will, and a dedicated person will come to pick up and deliver the car. Covering 542 authorized dealer service outlets across the country; during maintenance and repairs, car owners can monitor the progress of maintenance and repairs in real time through the Xinghui transparent workshop; 2. The piles are explained, and the pre-inspection opens up a God’s perspective on the vehicle’s condition: 100% implementation of all vehicles entering the factory Professional pre-screening. Through up to 38 pre-inspection procedures, the vehicle condition is comprehensively scanned, potential problems are accurately identified, and based on this, more comprehensive service suggestions are provided;

3. Every step is guaranteed, and technical operating specifications cover all maintenance scenarios: whether it is basic maintenance or complex repairs, from tool placement to diagnosis of difficult and complicated diseases, every operation has precise and standardized guidance. For example: i. Sheet metal painting operations: Sheet metal repair and painting require nine major processes and dozens of minor processes.Every process and every detail has meticulous and strict standards. Take the anti-corrosion and anti-rust treatment of the car body as an example. Whether it is subtle knocking points, solder joints, small dents, or large-area resistance spot welding or adhesive riveting, attention will be paid to the anti-corrosion and anti-rust treatment of the car body to avoid problems that may be caused by invisible details at the moment. Long-term car use risks; the external gaps of the car body will also be accurately measured and adjusted to avoid damage to the vehicle's wind resistance and noise reduction. have an impact; ii. Tire replacement: When removing and installing tires with tire pressure sensors, the valves must be placed in the corresponding directions to avoid damage to the tire pressure sensors; iii. Brake oil replacement: the four wheels must comply with the regulations The oil drain sequence of the dynamic caliper is to prevent air from being mixed into the pipeline, resulting in incomplete oil change and affecting the braking effect.

4. Everything is organized, and the invisible parts are still improving: During the maintenance process, tools and accessories are strictly placed in separate areas to avoid oil contamination and odor in the car, and ensure that the vehicle is clean from the inside to the outside when it is delivered. After the maintenance is completed, according to the owner's usage habits, the vehicle's original memory configurations such as seats, air conditioners, rearview mirrors, etc. will be restored to return the "most familiar new car" in the owner's mind; 5. There is always experience, and the waiting time for maintenance can also be It’s wonderful: the guest lounge area of ​​a Mercedes-Benz dealer not only has a leisure space for reading and watching movies, a childlike cute playground, etc., but also has hot and cold refreshments available at any time for customers to enjoy. In addition, limited-time new car trial driving experiences, car owner lectures and knowledge explanations and other activities are launched from time to time, making the waiting time more interesting;

6. Spend your money cleanly and clearly: the service details are clear and clear, the service items are clearly stated first and then consumed, and there is no bundled sales or forced consumption. The accessory channels are clearly announced, and all kinds of original accessories are available for car owners to choose as they please. We promise never to use fake parts or shoddy parts; 7. A journey of 100 miles is half the time, and multiple final inspections are crucial: before delivery, all The delivered vehicles must undergo more than 20 final inspections and undergo at least 3 rounds of professional final inspections. Inspection and review, with multiple final inspections to strictly ensure delivery quality; 8. Regular return visits to listen to customers' voices: Within 96 hours of vehicle delivery, the car manager will go online to conduct return visits to car owners to fully understand the real feedback and suggestions of car owners, and based on this, target Continuously optimize service experience.

Standardized hardware equipment and tools: full of buffs, making service technology even better. Mercedes-Benz uses professional testing equipment, precise maintenance tools, and efficient workshop layout to consolidate the hardware advantages of Mercedes-Benz service standards to High-precision tools ensure high-quality services, and layer-by-layer quality inspection and rigorous testing ensure that every detail is professional and reliable. For example: i. Braking force test: After each brake system maintenance, professional equipment is used to strictly perform the braking force test to check whether the braking force of each wheel is evenly distributed to ensure the safety of the vehicle when driving at high speed; ii. Braking Pad wear detection: Use special brake pad testing equipment to evaluate the thickness of the brake friction pad to ensure the entire maintenance cycle.Safe and worry-free, nip in the bud; iii. LED headlight detection: Use a professional headlight detector to detect the working status of the headlights according to established operating standards to avoid light deviation affecting the vision of driving at night; iv. Body gap measurement: through professional Instruments measure accurately body clearance, and make corresponding adjustments to ensure corresponding wind resistance and noise reduction effects; v. Use of torque wrenches: Use a suitable torque wrench, adjust the corresponding torque, and tighten in batches and in a certain order to make the wheels more durable. Fits well to ensure driving safety.

Standardized talent training: Customer first, escorted by a professional and enthusiastic service team Mercedes-Benz has built a complete full-chain talent training and development system for more than 28,000 front-line customer service personnel across the country. By establishing strict access standards, a full-time training and certification system of "one position, one policy", and a competitive platform of "training through competition", we have created a customer-first, integrity-based, professional and enthusiastic service team , create a service experience that exceeds customer expectations with high quality and high level. Highlights of standardized talent training are as follows: 1. 100% qualification certification: 100% of core service personnel at authorized dealer outlets across the country have passed qualification certification. Each certified personnel must receive an average of 2 days of on-the-job training every year to ensure the validity of qualifications. , let professional skills keep pace with the times; 2. Develop and advance Step path: Take front-line customer service technicians as an example. To advance from an entry-level maintenance technician to the highest-level diagnostic technician in the system, you must go through more than 100 hours of online training, nearly 1,000 hours of face-to-face courses, and about 600 hours of team work. Technical exchanges and training on at least 5,000 real vehicles will take a total of about 9 years.