All business sectors that have resumed operations after the lifting of restrictions during the Movement Control Order (MCO) are required to follow Standard Operating Procedures (SOPs) specified by the authorities. These include social distancing, temperature checks and other precautionary measures to prevent the spread of the coronavirus.
Goodyear Autocare Centres throughout Malaysia are following the SOPs to ensure a safe environment for customers and staff, with guidance by Goodyear Malaysia’s Zero Contact Initiative. With this initiative, customers can get new tyres fitted at a Goodyear Autocare centre without any direct person-to-person contact throughout the entire process.
“As we resume our operations nationwide, we also embark into a ‘new normal’ era that calls for more vigilance and mindfulness when handling each and every one of our customer’s needs,” said Alex Ng, MD of Goodyear Malaysia.
“The assurance of Goodyear’s Zero Contact process – from the moment you drop-off your vehicle, and up until you collect it – is that there will be zero direct physical contact between staff and customers to minimise risk of any potential spread. We decided to extend this programme in Malaysia, off the back of the success it had in the United States, Australia and other ASEAN countries. We hope that through this programme, we continue to assure Goodyear’s loyal customers that we have taken all the necessary precautions for their personal safety and at the same time, remain committed to ensuring the safety of their tyres,” Mr. Ng added.
Through the implementation of the Zero Contact initiative, customers will have to first arrange for an appointment with their preferred Goodyear Autocare centre for services, either with a phone call or using WhatsApp.
At the stores, there will be specially-designated Zero Contact parking areas for customers to park their vehicles, as well as a drop box for them to place the keys. The Goodyear Autocare centre staff will then proceed to collect the vehicle and fit new tyres.
Before returning the vehicle to the owner, a 12-point vehicle safety check will be done, followed by the disinfection of 12 major touchpoints. These are complimentary services provided by Goodyear Malaysia for their customers to ensure that their cars are safe to be driven once again, especially for those who have left their vehicles untouched for a long time due to the Movement Control Order.
When the customer collects his or her vehicle at the Zero Contact parking area, there will be a checklist which has been placed in their vehicle. This confirms the clean-up done by the staff, as well as to notify them of any possible issue that the staff might have found while checking their vehicle, making it easy for them to rectify as quickly as possible.
Other precautionary measures will also be enforced at all Goodyear Autocare centres. For instance, staff are required to sanitise and disinfect all public areas, facilities, as well as any tools and equipment three times daily. The seats will be marked for alternative seating (to enable distancing), while standing markers will also be placed on the floor to ensure customers are standing 1 metre away from others when in queue. Customers are advised to settle payments using contactless payment options such as e-wallet, online banking or paywave.
“By rolling out this initiative, we hope that we are not only able to continue to provide better services for our customers as we all resume our everyday routines, but also provide an extra hand in helping to check on their vehicles’ conditions after this brief hiatus. Of course, the safety and health of our customers and staff are pertinent during this period, therefore we hope to see the support and cooperation from our customers and Goodyear Autocare partners to practise good hygiene and preventative measures throughout this period,” said Mr. Ng.
