There is such a group of people, they are always full of enthusiasm, with sweat and footprints, beliefs and original intentions, to practice their dreams and create value. In their ordinary positions, extraordinary and powerful forces burst forth.
In the BLD family, "Honesty, Gratitude, Love, Loyalty, Responsibility, Responsibility" are their characteristics. "Towards Excellence, Detail-oriented" is their service philosophy as always. In society, they carry forward the positive energy of volunteering and caring for public welfare. In their work, they always put "Products and Services Focus on Customer Needs" in the first place with the self-requirement of "Standardized Service, Globalized Standards". In the team, they are the best interpretation of "Common Efforts for Common Success", passing on the value pursuit of "innovation, Breakthrough, Cooperation, Integrity, Efficiency" to everyone around them.
Thriving development is rooted in employees. Look for excellent role models around you, pay tribute to the upward force, and let beauty take root and sprout together.
Excellent BLD Employees by Your Side Stories
Guoping Luo
BLD Mercedes AMG & Maybach Customization Center
Business Service Manager
2023 Mercedes-Benz Customer Advocate Elite East Region First Place in the Preliminary Round / First Place in the Final Round
the road ahead will be long and our climb will be steep
She is the customer rights officer of Mercedes-Benz brand, rooted in the front line for a long time, sparing no effort to improve customer satisfaction; she is the direct promoter of customer experience, gaining insight into the real demands and practicing quality service with heart and soul... She is Guoping Luo from BLD Mercedes-Benz AMG & Maybach Customization Center.
In 2017, Guoping Luo joined the BLD family and is responsible for customer service management. With the purpose of putting customers first, Guoping Luo takes care of everything and leads the team to complete all the customer service work diligently. She always puts "customers are no small thing" on her lips, from test drive, purchase and delivery to the whole process of vehicle repair and maintenance, together with her teammates, she strictly controls the service quality and service details to optimize and enhance the whole life-cycle service experience from sales to after-sale cars. Through innovative service mode and extended service reach, we create a service feeling beyond expectation for customers.
In Luo Guoping's view, grasping customers' needs and providing accurate services is the primary focus to enhance customer satisfaction. Through diversified channels such as phone calls and one-on-one visits, we listen to customers' voices, understand their real thoughts and target them according to their needs. Through the unremitting efforts of Luo Guoping and his team, the customer service specialization of BLD AMG & Maybach Customization Center has continued to innovate and gradually precipitated into differentiated features, forming a unique customer experience culture.
For new car customers, we consider the scenarios that customers may encounter at various points of vehicle use, and with the consent of customers, we set up an exclusive service group for VIP owners, and provide multi-to-1 services for staff of various modules, such as sales, after-sales, insurance and reservation. If customers have any needs, professional staff will respond promptly within three minutes to truly realize the worry-free use of the car.
In order to bring customers a better afternoon tea experience and solve the pain point that the quality of desserts picked from outside is difficult to guarantee and the taste is uneven, under the group effort of Luo Guoping and the bar partners, the "BLD Delicious Manufacturing Camp" made a sweet appearance. They use their rest time to learn themselves on platforms such as Xiaohongbook and ShakeYin, and present a delicious homemade dessert to customers. Whether it's the popular Netflix dessert of the moment or the seasonal limit that changes from time to time, Luo Guoping and her team never stop learning, seeking a balance between freshness and taste, and the special afternoon tea exclusive to BLD has also gained the unanimous praise from customers. In addition, the introduction of Starbucks and Haagen-Dazs in the experience center also makes the originally boring waiting time more worthy of anticipation.
As a key role in connecting with customers, when facing some unexpected events, Luo Guoping always puts her heart into the customer's perspective, quickly responds, fully mobilizes internal and external resources, solves practical problems for customers, and establishes mechanisms from the source to continuously improve service effectiveness. It is this day by day accumulation that made Luo Guoping stand out in the 2023 Mercedes-Benz Customer Rights Officer Elite Competition among more than 100 stores in the Eastern Region, and won the first place in the preliminary round and the first place in the final round of the Eastern Region with her solid professional knowledge and outstanding customer service level.
The success of all things must also be in the respect of the, good thinking, love of work is the evaluation of Luo Guoping around the small partners. Although she has been in the industry for many years, but in terms of professional knowledge, Luo Guoping has always maintained an attitude of self-refinement, using various channels to enrich and learn, and continuously improve her learning ability, communication ability and team management ability.
In her daily work, she is never limited to one area, and is deeply familiar with the workflow and requirements of each business segment, and regularly conducts internal training and transfer training to fully mobilize and cultivate the professionalism of the staff in the team, and collaborate efficiently with other business departments.
After nearly 12 years of service with the Mercedes-Benz brand, as well as the accumulation of insights from rotations in after-sales, marketing and administrative positions, Luo Guoping has summarized a set of unique insights and methodologies about the automotive industry and customer service. When asked how to better improve customer satisfaction, Luo Guoping answered with "carefulness, patience and empathy". To see farther than the customer, to think more than the customer, to insight, to discover, to pay attention to the service details outside the customer's perception, to optimize and improve with unfailing delicacy and patience, and to test the results by thinking differently, because only by satisfying ourselves can we satisfy the customer.
" the road ahead will be long and our climb will be steep." This phrase, which Luo Guoping has taken as her motto, is also the best reflection of her, and people around her have affectionately called her "Man Man". Like many customer rights officers, Luo Guoping, together with other front-line workers of BLD, always practices BLD's new "heart" luxury service and implements customer care in every specific scene, never forgetting the original intention and moving forward firmly.
Striving for the trickle, set sail for the ideal life.The temperature of BLD is also the epitome of all kinds of cultivators. They all have a common distance called beauty.Those who fly to the moon are not afraid of the dark night, those who seek fragrance are not afraid of thorns, and those who embrace life will never lack a stage. We believe that every sincere investment and every shining contribution will be seen.
Solicitation: BLD Human Resource Center
Source: Guoping Luo, BLD Mercedes AMG & Maybach Customization Center
Editor: BLD Brand Culture Department