CUSTOMER

Job #1 at this Ford dealership? Customer service

What can be worse than needing car repairs? Perhaps relying on a high overhead dealer repair shop to get it done. But Amy Pollick took a chance.

She recently drove her way-out-of-warranty 2009 Ford Focus to her local Ford dealer in Decatur, Ala., and it paid off in a big way. The AC compressor they’d put in — over two years ago — was gone.
Continue reading…


The high cost of great customer service

Nikkytok/Shutterstock
Nikkytok/Shutterstock
The basics of good customer service, like courtesy and attentiveness, may be free. But great service? That’s expensive.

Consider what happened to Virginia Bibliowicz’ father, who rented a car from Budget recently. Shortly after he picked up the vehicle in Knoxville, Tenn., he suffered a heart attack and died.

“When my sister and her husband returned the car later, Budget refused to let them pay the charges,” she says. “I think Budget and this rep should be commended, and they will certainly always have our business.”
Continue reading…


Yes, customer service really is circling the drain – here’s what to do about it

Marcinski/Shutterstock
Marcinski/Shutterstock
Customer service isn’t what it used to be.

You’ve probably heard your parents or grandparents say it — heck, maybe you’ve said it — but other than vague memories of the way things were, you had no proof.

Well, now you do.

A new survey by Arizona State University reviews historical data on the customer experience going back to a 1976 White House study. It found the amount of people reporting customer problems climbed from 32 percent in the 1976 study to 45 percent in 2011, and then 50 percent in 2013.
Continue reading…