5-Star Rater Communications Package

Usage Manual
SEA Markets | August 2020
Content

1 Background

2 Package Overview

3 Main Communication Concept

4 Material Usage Guideline

HUB SEAII Customer Services 2

Background

Objective

• Enhance 5-Star Rater survey awareness Engage the retail personnel,

who are at the forefront looking
• Encourage customer participation &
after our customers, uplift the
improve response rate
morale & spirit of retail
• Raise awareness on the rating scales personnel in upholding the MB
Customers Retail Staff
(CSI & NPS) service promise.
Communications Engagement

• Main language: English

Approach:
• To be able to used by all other Daimler markets

HUB SEAII Customer Services 3

Content

1 Background

2 Package Overview

3 Main Communication Concept

4 Material Usage Guideline

HUB SEAII Customer Services 4

Package Overview
5-Star Rater Communications
Package Overview

Facilities Customer Staff

Branding Awareness Engagement

• Tent Card • Email Banner • Staff T-Shirt

• Mug for Dealer Lounge • Invoice Envelop ^ • Staff Info Pack
(features Planner / notebook - an added
• Wall Poster / Digital Media • Digital Flipbook ^ daily usability for Retail Staff )

Wall (MAR2020 facilities) ^ (for Service Advisors to communicate

• Staff e-Newsletter ^
to customers in tablet)
(semi-annually newsletter, features 5-Star
• Videos & animated Rater updates, “Did you know…”, “Staff
• Social Media Posting quiz”, CSI retail best practices etc to boost
infographic ^
contents ^ up the engagement.)

5-Star Rater Communication | Customer Services | Hub SEAI & II 5

The materials will be made available in 3 Delivery Phases
Phase I 1
(Introductory)
• Tagline introduction
• Creating awareness
2
• Start engaging & educating Phase 2
• Activities (Enrichment)
o Retail Staff Briefing Session • Activities
& Staff T-Shirt Distribution o On going staff
o Awareness Materials communication via e-
Newsletter
o Videos
o Social media presents 3
Phase 3
(Alliance)
Aligning the communication materials
& survey invitation
(ONE voice to customers)

5-Star Rater Communication | Customer Services | Hub SEAI & II 6

Content

1 Background

2 Package Overview

3 Main Communication Concept

4 Material Usage Guideline

HUB SEAII Customer Services 7

Main Communication Concept

This tagline will be used in both customer communication & staff communication:
• Customer Communication
We express our commitment in delivering BEST to our customer in their every encounter with us
• Staff Communication
To engage individual staff & instill the spirit of “Striving for Five” in their respective area.

5-Star Rater Communication | Customer Services | Hub SEAI & II 8

Content

1 Background

2 Package Overview

3 Main Communication Concept

4 Material Usage Guideline

HUB SEAII Customer Services 9

 Phase I
(Introductory)

HUB SEAII Customer Services 10

Email Banner (static version)

Usage Guide
To be used by the MPC / dealership / retail personnel as a banner at the end of the email signature

5-Star Rater Communication | Customer Services | Hub SEAI & II 11

Tent Card

Usage Guide
To be placed at the visible customer area in the dealership (i.e.: customer lounge)

5-Star Rater Communication | Customer Services | Hub SEAI & II 12

Mug

Usage Guide
To serve the customer in the customer lounge @ dealership

5-Star Rater Communication | Customer Services | Hub SEAI & II 13

Staff T-Shirt
Collar Shirt Round Neck Shirt
(Management Team & Service Advisors) (for other After-Sales personnel)

Usage Guide
For distribution to Dealership After-Sales Management Team & personnel (ONE t-shirt per person).
5-Star Rater Communication | Customer Services | Hub SEAI & II 14
Invoice Envelop

Usage Guide
During the vehicle handover, the Service Advisors should take the opportunity
to explain the following to customers, using this invoice envelop as a facilitation tools:
• An email / sms survey will be sent to customer after their visit
• Rating scale of 2 key questions in the survey (Overall Experience & Recommendation)

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Posters

Wall Poster Frame Poster

Usage Guide
As part of the customer awareness communication – to be placed at visible customer areas
(i.e.: customer lounge)

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Phase II
(Enrichment)

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The following materials will be included in
the Phase II roll-out

Video
Social Media Stories

Staff Info Pack

Email Banner
(Animated) Staff e-Newsletter
Digital Flipbook

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Phase III
(Alliance)

HUB SEAII Customer Services 19

Survey Invitation Branding

From:
Mercedes-Benz Customer Service

Subject:
For you, we #StriveForFive Star Service

Message:
At Mercedes-Benz we StriveForFive star service quality for you.
We hope your recent service of your Mercedes-Benz VAC1218 at
Cycle & Carriage Bintang Bhd (Batu Caves) on 26.02.2020 was a
high quality experience.
Please help us on our quest to StriveForFive Star Service by
participating in the following 5-Star Rater survey. This feedback is
critically important in helping us improve and deliver the 5-Star
Service you deserve.

Thank you.
Mercedes-Benz Malaysia Sdn. Bhd

5-Star Rater Communication | Customer Services | Hub SEAI & II 20

Thank you!
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