Assessing Customer Experiences With Customer Service At My Car Dealer

1104 words - 4 pages

Introduction
A recent visit to the service department of the local auto dealership I purchased a car from two years ago forms the foundation of this analysis. As auto dealerships rely on service departments for the majority of their revenue I thought the experience would be a mix of pure efficiency and relationship building. Previous experiences with this dealership have shown them to be not as trustworthy as I had hoped they would be as well. One of the most critical aspects of transitioning customers from being treated as members of a transaction to actually being fans is trust (Gronroos, 1994). Trust is such a critical catalyst to make a customer experience successful that technologies need to better measure and evaluate this critical component as broader CRM strategies (Mitussis et al, 2006). Going in to the dealership to get a door problem fixed presented the ideal opportunity to complete this analysis.
Analysis of Interaction
Driving up to the customer service window and giving the technician my name and address started the process. He printed out a worksheet and walked out of the small building and asked what I needed done. I explained the door had not been closing completely and the lock would “freeze” in one place and not let go. The conversation went to how the entire lock could potentially need to be replaced to the suggestion of WD-40. In other words, both ends of the pricing spectrum, from the very expensive to the solution that would cost only the can of lubricant immediately were recommended. I asked if they could simply take the lock out of the door and check it out and give me an estimate for no charge as the car was still under warranty. The technician debated with me on whether the car’s warranty covered locks and mechanical items and I asked if he considered a transmission mechanical, as that component was specifically mentioned in the warranty. He nodded and didn’t say another word. I asked him for the cost to look at it and he said there would be no charge. I got the sense that even though the car was under warranty the dealership wanted to still make money on this repair. That troubled me. I gave the technician the keys and he took the car into the repair bays, as I went inside to talk to the service manager and ask them what the policy was on warranty repairs. He told me they were all covered and would take care of it. I asked him if technicians were on commission for how many repairs they sold and he just laughed and walked away.
To this point in the interaction it was clear the dealership looked at me as more of just another transaction to be completed during their day. There was no specific focus on how to take the transaction and transform it into more of a conversation or relationship (Gronroos, 1994). The entire culture of the dealership seemed to resonate with a transaction mindset, as sales people in the coffee room asked if I wanted to see the new models in the showroom “on sale” this...

Find Another Essay On Assessing Customer Experiences with Customer Service at My Car Dealer

Customer Service Essay

2325 words - 9 pages carry out a customer service satisfaction survey within a working environment. The working environment this would be set in is the retreat in Newcastle college lifestyle academy. The retreat is a working salon for the students of hair and beauty at Newcastle college to learn in. In this survey only the beauty therapists customers will be involved with the survey. So it was decided that the best method of gaining this information would be using

Customer service Essay

1303 words - 5 pages to understand that their own well-being is affected by providing good customer service. For example, I had a part-time job before, which is selling the earrings and necklaces. In the first few weeks, my boss just told me try to sell them as much as you can, but she did not taught me how to do. Later, I told her I do not how to describe the feature about each style and she taught me how to say, at the end, I sold many products. Hence, the

Customer Service

2857 words - 11 pages Complaints Ÿ Low Staff morale Ÿ Reduced Profits For this assignment in Customer Service, the organisation I have chosen to study is Hollywood Bowl. When I first arrived at Hollywood Bowl, my first impressions were that it was situated in a clean, bright area. The main sign was in very bold and bright colours so that it would stand out and give the impression that it was a fun place for the whole family

Customer service with online and virtual communication

1139 words - 5 pages . Guaranteeing delivery of correct merchandise at low prices and clearly stating all costs associated with a sale are important to customer service. Other suggestions are information privacy, secure transactions, web usability, web page design, and survey findings and implications (Kim & Kim, 2006).Providing an environment to conduct secure transactions and information privacy is important because 84% of US consumers are concerned about invasion of

Customer Service Recovery

949 words - 4 pages to reflect the interests of your customer’s needs, shows that you care. Thank your customers for their business. Customer service breaks down when customer dissatisfaction issues linger instead of being dealt with right away. Management must insure that customer concerns and issues are addressed and dealt with at the fore front. Over time, this will help retain customers and increase customer satisfaction. Customer dissatisfactions

Buisness Customer Service

2204 words - 9 pages means of communicating with customers for the vast majority of e-commerce sites, more and more e-businesses are either adding new functionality or making plans to do so soon. "Because of what the Internet has provided in the last five years, demand has definitely shifted," notes Oliver Deschryver, chief technology officer at DHL Airways Inc. in Redwood City, Calif.There is a Special Shopping Feature link off of the customer service main page. The

Personlized Customer Service

1367 words - 5 pages imagery, is proven to increase sales over one that uses boxed images, low quality checkout services and no way for customers to reach a live person for assistance. HOW MUCH DOES IT COST? There are no large hidden costs involved in implementing improved customer service techniques other than providing your staff with some written guidelines and in house training. There are expert trainers that are available who will spend time with your staff

Importance of customer service

1034 words - 4 pages relationship between them and the organization. First of all, attentive to the customer in the process of service. Secondly, concentrate on the issue, not the person, then, target key points. After that, investigate with questions and verify customer's need. At last, energize your response.Deliver a service to clientsTo be successful, company should provide product and service information such as telephone number and internet site to help them know more

Managing Customer Service

2136 words - 9 pages competitive markets.Part A. Develop a customer service planHigh quality customer service comes with the support of a good customer service plan. Clear mission and vision statement is what each organization must have to define their own identity. In this case I make my as:Ü MISSIONÛ"To continually improve our self and provide customer with sensational service"ÜVISION Û"Through the relentless pursuit of excellence, we will be the most

Starbucks: Delivering Customer Service

858 words - 3 pages perceived as a corporate giant primarily concerned with growth.* Attracted a new breed of younger, less well-educated, lower income, less frequently visiting customers.* Was not meeting customer expectations in terms of customer satisfaction.Senior Management at Starbucks have the task of analyzing the results of the market research to understand the real reasons behind this fall in customer satisfaction levels and developing a plan to positively

Walmart Customer Service

901 words - 4 pages -Mart handles their customer's complaints in a fast and friendly manner. I recently had a complaint in which I had purchased a defected item. I carried the item back to the store and was greeted with a smile. I explained my situation to the person that was standing at the entrance of the store who was checking for receipts, I was told to give him the package and go and get a replacement and bring it back to him. I found the replacement and

Similar Essays

Customer Service At Southwest Air Essay

1582 words - 6 pages like Southwest, customer service is at the core of what I do. And as such, Extension has a strong commitment to the community we serve and the staff we work with. Many time Extensions staff can be heard referring to each other at the Extension family. Our culture, while not as quite as cohesive as Southwest, is based on many of the same principles and values. Works Cited Conrad, C., Freiberg, J. a. (1997). Nuts! southwest airlines' crazy recipe for business and personal success. new york: broadway books. Poole, c. a. (2005). strategic organizational communications in a global economy. belmont ca: wadsworth cengage learning.

Customer Service Essay

12290 words - 49 pages assertion for sainsbury. One of then major benefit for sainsbury customer service is customer confidence. Customers judge the quality of the product by what they can see and understand. There are many examples of companies with good product that have been let down by the quality of documentation, invoices and of course for sainsbury telephone techniques. Looking at the consumer goods market sainsbury is the world’s second largest

Customer Service Essay

1694 words - 7 pages customer contributes to a company” A business must satisfy their customers to gain customer loyalty. Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step

Customer Service Essay

1257 words - 5 pages so that, their matter can be dealt with. R esponsive- All staff should take responsibility of their action. Customer service should be flexible and provide precise and honest information, at all times. Timely- All customer services provide their services accurately and efficiently to new and existing customers, at all times. The following are the main activities of customer service: Ø Providing information Ø Giving advice Ø Providing