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Old 7th December 2010, 19:24   #1
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Default Volkswagen introduces *guaranteed* 10-minute call back service!

Achieving this will certainly be a tall order. First, you need logistical brilliance. Second, the quality of information provided is as important as the response time.

However, if they are able to provide a successful solution, it's an excellent way of generating prospective leads! Aggressive follow up can close many a deal.

High Points:

- Volkswagen introduces a secured call-back service – after not more than 10 minutes!

- Anyone interested in a Volkswagen can contact the company, using their webpage (link to the test drive form). Latest 10 minutes after the request is registered, the enquirer will receive a call-back from a well trained Volkswagen Call Center Agent who will help to find further information.

- The service is available from 08:00 a.m. to 08:00 p.m. throughout the year.

Last edited by Rehaan : 3rd February 2012 at 15:02. Reason: Updating link
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Old 7th December 2010, 19:31   #2
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Looks like they are taking back feedbacks and try to implement something!
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Old 7th December 2010, 19:32   #3
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This sounds great. However there are a certain section of people who don't want to be pushed into making a decision for their next car.

This could serve well from the after sales standpoint though. Quick action is always well appreciated when it comes to issues with one's car!

Good going VW!
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Old 8th December 2010, 00:35   #4
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Good Step VW. Service is something which evolve and improve in the long run.
Last day I called VW to check whether AMC is applicable for diesel POLO. There reply was unexpected, they blatantly told they don't know anything about AMC. I was wondering as dealer told me AMC is a scheme from VW and VW is not at all aware of anything of that kind.
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Old 8th December 2010, 09:26   #5
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

Yeh,That's stands TRUE, I've just inquired about VW Vento Diesel-HL in the given link.
Just got a call back from VW within 4min 36Sec. straight (stop watch).

Hats-off to VW for launching this. Hope this works wonders with respect to A.S.S as well.

FYI
Waiting period for Vento Diesel-HL is 3-4 months.
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Old 8th December 2010, 09:33   #6
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

Just registered, lets see what happens! BTW, "Please specify the make of the car you own" field doesn't show FIAT! FIAT belongs to "other" category.

Last edited by COUNSEL : 8th December 2010 at 09:35.
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Old 8th December 2010, 09:53   #7
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True, received a call in exactly 7 minutes.

I had posted a query in regard to Polo 1.6 Highline which they claimed was in production, told her that was not what the dealers said (dealer feedback is that production of the 1.6 will start in Mar/Apr 2011). She said "we will forward your query to the concerned dept. and they will revert back".
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Old 8th December 2010, 09:58   #8
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

Quote:
Originally Posted by GTO View Post
Achieving this will certainly be a tall order. First, you need logistical brilliance. Second, the quality of information provided is as important as the response time.

However, if they are able to provide a successful solution, it's an excellent way of generating prospective leads! Aggressive follow up can close many a deal.

High Points:

- Volkswagen introduces a secured call-back service – after not more than 10 minutes!

- Anyone interested in a Volkswagen can contact the company, using their homepage (link to the only contact us form I found on their website). Latest 10 minutes after the request is registered, the enquirer will receive a call-back from a well trained Volkswagen Call Center Agent who will help to find further information.

- The service is available from 08:00 a.m. to 08:00 p.m. throughout the year.
I am wondering what the particular point of this is! Methinks VAG needs to figure out how to guarantee deliveries and availability of test-drives.

Skoda is also fairly prompt if you fill in one of the contact forms in getting back to you to figure what you want.

It's another matter that you can't set up a test-drive ( or if you indicate you would like one, that's the last you hear of it).
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Old 8th December 2010, 10:30   #9
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

Great Work VW. Most of the negative mindset about the manufacturer is formed, when they show lax during inquiry period, which puts off most of the customers who assume that after sales would also be a headache as manufacturer is dis-interested.

Hope they introduce similar concept for after sales too for existing customers.
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Old 8th December 2010, 12:42   #10
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

Quote:
Achieving this will certainly be a tall order. First, you need logistical brilliance. Second, the quality of information provided is as important as the response time.
I am skeptical about this part! A good initiative from VW otherwise!

It would have been great if they did do something about speeding up the new car delivery process.
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Old 8th December 2010, 13:00   #11
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

Quote:
Originally Posted by GTO View Post
Achieving this will certainly be a tall order. First, you need logistical brilliance. Second, the quality of information provided is as important as the response time.

However, if they are able to provide a successful solution, it's an excellent way of generating prospective leads! Aggressive follow up can close many a deal.
Yes. This can be achieved with the implementation of simple contact center technologies. The key is to gather leads and pass them on to a phone dialer with a live agent on the other end. Very much do-able. I am glad to see automotive companies taking this up.
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Old 8th December 2010, 13:05   #12
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

This is fantastic effort by VW, I'm sure this will become an industry standard in the future.
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Old 8th December 2010, 15:52   #13
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

This might be a good thing for VW as a company.
Not the customer, IMO.
Getting information within 10 minutes is not as big a deal as getting the car that is paid for within a week. ( The diesel Vento takes 8 months, apparently. )
Companies should work on after sales support.
How about quicker, more efficient services or "german" diagnosis of faults?
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Old 8th December 2010, 15:58   #14
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Red face re: Volkswagen introduces *guaranteed* 10-minute call back service!

If this is the case, should be a good thing. Calling back after 10 mins is something different from giving valuable customer required information. If VW can keep this thing going, then better from them.

I feel this effort is going to get diluted once VW starts receiving some pesky calls.

Instead if VW concentrates on delivering the vehicles on time then better for them.
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Old 8th December 2010, 16:07   #15
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Default re: Volkswagen introduces *guaranteed* 10-minute call back service!

Quote:
Originally Posted by crackingride View Post
It's another matter that you can't set up a test-drive ( or if you indicate you would like one, that's the last you hear of it).
True.
They do call back from the time they launched Polo and speak impeccable english,
but if you ask them to arrange for a TD, all they do is give the mobile no of some SP. These SPs think a german car has to be bought blindfolded, for it is GERMAN.

Last edited by Daewood : 8th December 2010 at 16:09.
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