- As Director of the Ford Customer Service Division (FCSD), Smith will be responsible for developing strategic aftersales customer satisfaction and business growth initiatives
- Next-gen Ranger and Everest will present exciting new opportunities for after sales support and technical expertise
- New appointment emphasizes Ford’s continued commitment to the country, its customers, and the future
Smith will be responsible for developing customer satisfaction and business growth initiatives which will maximize the potential for the company’s parts and service businesses. Smith’s new responsibilities build upon the changes she made to Ford’s Customer Experience (CX), which included the launch of a like-for-like, instant customer loan car programme, a proactive call centre that reaches out to customers who experience a vehicle failure, and system enhancements that allow Ford to monitor customer vehicles while at dealer workshops.
As the company prepares for the launch of its next-gen Ranger and Everest later this year, Smith will lead a dynamic team through the process of operating 10 hubs across South Africa that will gather the best technical minds to ensure no customer is without his or her car for longer than a week in the event of a technical concern. New Ford owners will get not only the best sales support, but also the best technical expertise for any questions or concerns they might have.
“Ford’s Customer Service Division is not only about selling genuine Ford parts and technical expertise. It is about the whole experience, every single touchpoint our customers experience in their journey with us, which we hope will last a lifetime,” says Smith.
“I want to ensure that as our teams grow, so does our ability to deliver excellent service to all our customers whether they’re a first-time car owner, people considering buying their first Ford, or a long-term Ford fan. We can assure our customers that we are placing our focus on getting the full ownership experience right, and our team has expanded to maximize this,” adds Smith.
Neale Hill, President of Ford Motor Company Africa region, acknowledges Smith for revitalizing and modernizing Ford’s CX to a stage where it now sets new benchmarks in its field. “Maja’s contributions have had a profound effect throughout so many stages of the customer journey and I know she’ll tackle her new role of FCSD Director with the same determination, echoing Ford’s commitment to the country, its customers, as well as its commitment to the future,” says Hill.