Ford Middle East & North Africa (Mena) recently hosted its annual Customer Satisfaction Conference for its Ford, Lincoln and Mercury service managers in the region. Over 40 delegates from the GCC, Levant, North and Sub-Saharan Africa convened in Dubai to discuss and review initiatives for improving customer service at dealerships.

One of the key elements in Ford Mena's Customer Service team is the Parts & Service Advisory Board (PSAB), a body made up of dealer Service managers, whose objective is to identify regional dealer parts and service issues, and discuss them with Ford Motor Company.

As part of its customer-focused initiatives aimed at enhancing after-sales services, Ford Mena has launched various QualityCare service centres for Ford, Lincoln and Mercury customers in the GCC. Ford dealers in the region currently operate these quick service facilities in Bahrain (1), Kuwait (3) and Saudi Arabia (3). Additional centres also are planned for the UAE. David Mackinnon, Ford regional service director, and Philip Stanton, after sales manager of Arabian Motors Group, stressed the commitment to customer satisfaction at the conference.