Why is it crucial to measure customer service KPIs and metrics?Ĭustomer support metrics and KPIs are valuable because they provide a look behind the scenes at how businesses interact with customers.
Automile customer service how to#
Hence, it is essential that your major strategies should focus on how to measure customer service satisfaction and deliver a great experience. Where modern business is very much aware of the fact that providing positive experience dramatically impacts business growth, excellent customer support is equivalent to being featured in Barron’s magazine. So, it becomes crucial to measure customer service KPIs and metrics. Customer service is a vital element of business processes that can impact your bottom line and affect how your company is viewed in the public eye.
The above quote effectively addresses the importance of keeping clients happy. I guess we should have read the Google reviews first.“ It takes years to build a reputation but just moments to ruin it. Too bad too because we love bringing our money to small businesses and had this gone well we would have looked there first for our next vehicle. Nevertheless, the rude sales person and Automile Motors just through that agreement out the window when someone else walked through the door. To me thats an oral contract and like I said, one that was confirmed throughout the week. They shook hands and he walked out the door. When my husband first went to buy it (over a week ago) and it wasnt available he asked Jay, what do I need to do to have you hold this truck for me until its ready? And his response was, You just did it. Do you think weve heard back? NOPE! Now, I know perfectly well that we didnt put money down to hold the truck but we would have. We left the dealership and called the owner because, as I already stated and cant stress enough, my husband and he had what I would call a oral contract that had been confirmed via text throughout the week the truck was being inspected and worked on, and they had JUST texted with each other not 12 hours earlier to let us know it was ready and waiting for us today!! During this call the owner Jay said, let me call the dealership and figure out what happened and Ill get back to you. I honestly cant accurately express how rude this salesman was.My husband had had a great experience with the owner up until then. He sold his truck, they made their money and he made his commission. Or any kind of customer service at all really! Or try keeping your word. Next time try hey sorry that truck sold but we have another truck over here. He never offered us any actual help, or ya know, a SORRY. His response you ask? It was to come back out of the business with the tool used to remove sales stickers and remove the sticker from the truck we were there to buy right in front of us. Lets pause here talk about, A) How unprofessional this response is, B) How unhelpful it is and C) how RUDE this response is.I asked this man (I regret not learning his name) to find out what was going on and what happened and he skirtingly said he would. His reply I dont know what to tell ya BUD. We told him we were under the impression the truck was being held for us as Jay and my husband had discussed. He told us, Too bad, those guys just bought it.
Again, my husband was told it was ready and waiting for us JUST LAST NIGHT!We get to the dealership and let the salesman know who we were and that we were here for the truck. My husband was in text contact with the owner multiple times throughout the week and he even texted us last night telling us it was ready and waiting for us today!We left our family and vacation early to come down to Saco and get the truck this morning (had we known it would be ready earlier my husband would have driven down mid vacation to get it). We were on vacation during the week it was being inspected and worked on. Like I said my husband went in that day with the intent to buy it. Owner Jay said theyd get it ready for us and hold it. My husband sat down and crunched the numbers with both the owner and their loan guy.
It came used from Canada and had to be inspected and worked on after clearing customs before it could be sold, so we couldnt move forward with the purchase until then. I guess you cant trust a salesman.We found a truck at this dealership we wanted.
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