malikireddy , Controls systems Team Manager., VESTAS Wind Systems A/S.
| 07 09 2009 15:27:22 +0000
"courteous service by well-trained employees"
The dealer should and is acutally a company representative in eyes or minds of customer , so the loyalty and genuiness of the matter should be explained to the customer. In present scenario , the dealer always goes like go bonkers ! and these are all too good to believe to many educated folk atleast and that drops the purchasing interest by % and then to shift the plan to two or three days and then risk comes if they woudl at all buy it or not.
So in my idea , what i felt good service was that : " The person who takes the customer to show the vehicle in dearlership should be eloquent and fluent with local language , he shoudl have a good salesman ship ( not necessarily experience) but interest to explain to customer with all patience , what is there inside the mask ? is what customer wants to know and why is it many a times in India a silent expectation. To avoid boring automobile classes , its good to ask the customer to find out for what sort of vehicle is customer is looking for rather than go on selling the unsold model to all who they come across that day! So that makes the customers educated and when problem with vehicle comes ,customer will also know when they need to and why they need to contact the Manufacturer and when manufacturer responds , he sees the dealer as a confident and trustworthy connection between the manufacturer and customer ,which other wise has no direct way! Call centers can be long forgotten because many a times its not as easy as cell phone , or computer for the customer to know what has happened actually.
A education to the customer through patience and their range will definitely help the customer service indirectly and dealers directly. Customer service is a direct contact to Manufacturer ,but its a third party to the customer , so dealer is a second person to the customer, so dealers should operate in educative and informative way with all needed patience. Motivation for the patiences : You want to sell for Rs x , so dealer fixed the price and now customer needs a chance to express what he wants to pay and there educate why he should pay for such thing for X rs and if not educate what he can buy from the same manufacturer for the money he is willing to pay. So that gets a win win situation. Once customer is satisfied buying , customer service things will definitely have understanding of customer in my view.