Carloha, the authorised distributor of Chery vehicles in Nigeria, is redefining the vehicle ownership experience by prioritising customer care beyond the traditional point of purchase. As the world marks Customer Service Week, Carloha is highlighting its commitment to building confidence into the entire ownership journey. This includes providing a more reassuring and rewarding experience for Chery customers across Nigeria. The company's approach focuses on creating a system that supports customers throughout their ownership lifecycle.
At the heart of Carloha's after-sales proposition is CarlohaCare 6-6-7, a programme designed to give Chery owners greater confidence in their vehicles and access to structured after-sales support. The programme provides eligible Chery SUV and sedan owners with a 6-Year Warranty covering core vehicle components, 6 Years of Free Service, and a 7-Day Repair Promise with a courtesy vehicle provided where applicable. This initiative aims to assure customers that the relationship with Carloha does not end once the vehicle leaves the showroom.
Carloha's customer-care commitment also extends to unexpected situations on the road through CarlohaCare Rescue, a 24-hour roadside assistance service on highways and major roads. Customers can access the service through the 667 Rescue Number: 07000 667 667. This initiative provides assistance when customers experience situations such as vehicle breakdowns or other roadside emergencies. Notably, CarlohaCare Rescue has been temporarily extended to non-Chery vehicle owners, reflecting Carloha's broader approach to demonstrating responsive automotive customer care.
According to Felix Mahan, General Manager, Marketing, Carloha, customer service should not begin when a customer has a problem but from the moment they choose the brand. Mahan emphasised that going the extra mile means creating an ownership experience where customers know there is a system behind them, not just a vehicle in their driveway. This approach aims to change the conversation about vehicle ownership, focusing on the importance of after-sales support in the overall ownership experience.
For many Nigerian motorists, the quality of after-sales support is a crucial part of the vehicle ownership decision. A vehicle may be technologically advanced and competitively priced, but the ownership experience is ultimately shaped by what happens after the purchase. Carloha's approach is built around the idea that the real test of customer service begins after the sale. The company seeks to provide long-term assurance around servicing, repairs, and warranty support through CarlohaCare 6-6-7.
Carloha believes that sustained investment in customer care will be essential to building long-term confidence in the Chery brand as it continues to expand its presence in Nigeria. The company's customer-care strategy focuses not only on resolving problems but also on creating systems that anticipate customers' needs and provide practical support throughout the ownership lifecycle. This includes structured servicing, warranty support, repair commitments, and roadside assistance.
As Carloha marks Customer Service Week, its message to Chery customers is simple: the journey doesn't end at the showroom. Carloha is prepared to go the extra mile to make ownership more reassuring, more convenient, and more customer-centred. The company's goal is to make every Chery customer feel that the value of choosing Chery continues long after the vehicle handover.
Key points
- Carloha introduces CarlohaCare 6-6-7 and CarlohaCare Rescue to enhance customer care.
- The programmes provide a 6-Year Warranty, 6 Years of Free Service, and a 7-Day Repair Promise.
- Carloha's customer-care strategy focuses on building long-term confidence in the Chery brand.
