Assessing Customer Experiences with Customer Service at My...

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†¦show more content†¦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 repa ir. 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 â€Å"on sale† this weekend (Harris Ogbonna, 1999). One of the sales people had sold me the car that was in for repairs and he started the conversation with the requisite â€Å"so how is your 2009 Camry running?† and then directly into the sales pitch. I reminded him that I had shopped online, was able to get a much better deal through the Toyota website and successfully droveShow MoreRelatedDistribution Dossier - Samsung India8112 Words   |  33 PagesHR inputs 11 TRANSPORT AND LOGISTICS 12 Imported Goods 12 Within the country 12 Modes of Transportation till Dealer 12 Modes of Transportation after Dealer 12 ANALYTICAL FRAMEWORK 13 EVALUATING THE HEALTH OF CURRENT DISTRIBUTION 16 Effectiveness 16 Efficiency 17 Adaptability of Distribution Network 18 Dealers satisfaction with the company 19 Efficiency of after Sales Service 19 ISSUES IN DISTRIBUTION 20 Parallel imports 20 Channel Conflicts 20 FINANCIALS 21 Market Spend Details forRead MoreAnalysis of Internal Influences and Consumer Behaviour3821 Words   |  16 PagesSection 1: Motivation and Involvement (20 marks) Select one level of from Maslow’s Hierarchy of Human Needs that can be used to segment the market and position the product/service. 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