Car Dealership Customer Service Tips
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So you’ve just bought a new car, and are feeling dissatisfied with the customer service at the dealership. No matter what you do or who you talk to, you just can’t seem to get the issue resolved. Now you’re wondering, what do I do next?
The first place to start looking for a solution is at your local car dealership. They’re the ones in the best position to take care of your problem, and the ones most motivated to do so. Local dealerships know that providing good service and creating trust is the best way to create a lifelong customer. Statistics have shown what car dealers and manufacturers know from experience, which is that providing excellent service and solving customer problems achieves what advertising only tries for, which is to create a satisfied and faithful customer.
Make your dealer want to help you by showing them you’re a good customer. Dealerships are a business just like any other, and they want to know that the benefits of helping you solve your problem outweigh the costs to them – especially if the costs are financial. The main benefit your dealer is looking for is your business again in the future. The best way to get your local dealer to cooperate with you is to show you’re a good current customer who is likely to be a good customer again later.
The best way to show you’re a good customer is to be nice. Restrain the urge to shout or swear – a smile might not feel as satisfying now, but it will get you further. Staff that resent you probably aren’t going to be too helpful towards you. Make an effort to get along with the dealership employees – they’re probably as frustrated with the problem and eager to get it resolved as you are. Get what you want by giving the staff a reason to want to help you!
While being pleasant will help you get what you want from your local dealer, working with the dealership’s General Manager (GM) will help you just as much. GM’s have the full backing of the manufacturer and they have the power to do just about anything to solve a customer service complaint. Keep in mind that many dealership general managers are powerful enough to get senior manufacturer sales executives on the phone at any time – they’re absolutely capable of getting the manufacturer to do something for you. They are also usually experienced professionals that know how to help. Make sure you ask to speak with the GM when you have a customer service problem.
In the (rare but possible) event that the GM is unable to resolve your problem, call the manufacturer’s customer service hotline. The number will be in your owner’s manual. You may also want to call the manufacturer’s local regional office. They will likely simply send you back to the national hotline, but may give you a chance to speak with a regional executive. Perseverance is vital in getting yourself heard.
In sum, your local dealer is the best place to start if you’re trying to resolve a customer service complaint. Be courteous and polite always, and give people a reason to want to help you. Remember to speak with the general manager, and if that doesn’t work, keep calling the manufacturer’s national hotline and regional office. Persistence pays off when you’re looking for great customer service!