Life as a customer care executive at a car dealership

TrueDreamer · 1st January 2008, 08:55

Great thread Manaa. BTW Manaa if you had written article pertaining to some major problems that you have encountered, kind of customers you have dealt with, in detail as you mentioned, please direct me to it.

Many thanks to CrAzY dRiVeR for bringing this great thread back to life.

manaa45 · 1st January 2008, 12:29

Quote:

Originally Posted by TrueDreamer

Great thread Manaa. BTW Manaa if you had written article pertaining to some major problems that you have encountered, kind of customers you have dealt with, in detail as you mentioned, please direct me to it.

sorry td but i havent written any article in meantime. may be sometime later

Quote:

Originally Posted by TrueDreamer

Many thanks to CrAzY dRiVeR for bringing this great thread back to life.

many thanks to CD

alli.gator · 1st January 2008, 13:18

Great stuff Manaa, gives an insight into the "other side". I for one always enjoyed interacting with the service center folks (Hyundai - I own a Santro). They always have a new thing to teach you provided you ask the right questions.

hydrashok · 1st January 2008, 13:24

Nice of you to bump this thread up, Crazy_Driver! I'd not seen this before either

bottle · 1st January 2008, 14:12

very insightful look into the other side of the desk

nice write up manaa

Jeep · 1st January 2008, 15:30

Great write-up, Manaa. Thank you, Crazy_driver for bumping this up.
Good way to start the new year!

ram_hyundai · 1st January 2008, 15:49

crazy -good job done in digging it up.wonderfull writeupp.

Hemanth · 1st January 2008, 16:11

Very good writeup and thanks for the suggestions and precautions to be taken while visiting the showroom.

surajs · 1st January 2008, 16:20

I missed it too...A very well written report !
Thanks crazy_driver ...

pjbiju · 1st January 2008, 23:10

Very well written and an honest article. Waiting to read more of your articles.

kuttapan · 1st January 2008, 23:18

Appreciate the view from the other side. If you can post some more anecdotes from your stint at Maruti, it would be great!

DHABHAR.BEHRAM · 3rd January 2008, 11:55

I really enjoyed reading the lady's report of 2006. I was working in the customer care department of a major automobile manufacturer and I believe I have achieved something there. I would like to share some information with you all (I now work in another department of the same company).

The company, it's business, it's distribution channel (read as dealers) etc exist only because of the customer. That said, let's simplify who this "customer" is. He buys the car to use it. The car has to actually work out there on the road "as the customer expects it to work". All other activities and processes are secondary.

The primary goal of customer centricity which all of us keep on running around, trying to achieve is - NOTHING HAPPENS TO THE CAR - EVER - THE CUSTOMER ONLY ADDS FUEL AND DRIVES - THAT'S ALL !

There are 2 extremely important primary tools which you must know and you must use if you want to actually achieve what you just read.

1 ----- GIVE THE CUSTOMER EXACTLY WHAT HE WANTS, AND GIVE IT TO HIM - AGAIN - AND AGAIN - AND AGAIN - AND AGAIN - AND AGAIN -----.

2 ----- KNOW WHAT IS EXACTLY REQUIRED TO BE DONE TO SET HIS CAR RIGHT.

I think I must have set you thinking. Please do revert on how you will achieve this. I will then tell you what I did for 5 years in my job (with 100% success rate - I can humbly but proudly state so today).

Best regards,

Behram Dhabhar

GTO · 3rd January 2008, 14:32

You betcha you got us thinking! Nothing like learning from the experienced. Please do share your tales with us Mr. Behram. They could equally apply to keeping customers happy in a non-automotive business too!

sreenidhibr · 3rd January 2008, 14:58

Nice writeup, contained quite a few facts unknown to me. Thanks for sharing.

manaa45 · 3rd January 2008, 17:13

special thanks to GTO, for, on my request he shifted this thread to "Collection of Best Threads"

i think i will surely help a lot of people.

thanks to all once again

Mansi

1st January 2008, 08:55	#31
TrueDreamer BHPian Join Date: Nov 2007 Location: Hyderabad Posts: 276 Thanked: 16 Times	Great thread Manaa. BTW Manaa if you had written article pertaining to some major problems that you have encountered, kind of customers you have dealt with, in detail as you mentioned, please direct me to it. Many thanks to CrAzY dRiVeR for bringing this great thread back to life.
	() Thanks

1st January 2008, 13:18	#33
alli.gator Newbie Join Date: Dec 2007 Location: Bangalore Posts: 16 Thanked: 0 Times	Great stuff Manaa, gives an insight into the "other side". I for one always enjoyed interacting with the service center folks (Hyundai - I own a Santro). They always have a new thing to teach you provided you ask the right questions.
	() Thanks

1st January 2008, 13:24	#34
hydrashok Senior - BHPian Join Date: Aug 2006 Location: In my Office Posts: 2,528 Thanked: 17 Times View My Garage	Nice of you to bump this thread up, Crazy_Driver! I'd not seen this before either
	() Thanks

1st January 2008, 14:12	#35
bottle Senior - BHPian Join Date: Sep 2006 Location: Chennai Posts: 1,634 Thanked: 274 Times View My Garage	very insightful look into the other side of the desk nice write up manaa
	() Thanks

1st January 2008, 15:30	#36
Jeep BHPian Join Date: Nov 2006 Location: London Posts: 438 Thanked: 67 Times	Great write-up, Manaa. Thank you, Crazy_driver for bumping this up. Good way to start the new year!
	() Thanks

1st January 2008, 15:49	#37
ram_hyundai Senior - BHPian Join Date: Jun 2006 Location: Calicut ,trisur Posts: 2,020 Thanked: 53 Times View My Garage	crazy -good job done in digging it up.wonderfull writeupp.
	() Thanks

1st January 2008, 16:11	#38
Hemanth BHPian Join Date: Nov 2006 Location: Mysore Posts: 193 Thanked: 4 Times	Very good writeup and thanks for the suggestions and precautions to be taken while visiting the showroom.
	() Thanks

1st January 2008, 16:20	#39
surajs BHPian Join Date: Sep 2006 Location: TVM Posts: 105 Thanked: 15 Times View My Garage	I missed it too...A very well written report ! Thanks crazy_driver ...
	() Thanks

1st January 2008, 23:10	#40
pjbiju Senior - BHPian Join Date: Apr 2006 Location: Pune Posts: 1,357 Thanked: 1,092 Times	Very well written and an honest article. Waiting to read more of your articles.
	() Thanks

1st January 2008, 23:18	#41
kuttapan Senior - BHPian Join Date: May 2007 Location: Melbourne Posts: 1,155 Thanked: 22 Times View My Garage	Appreciate the view from the other side. If you can post some more anecdotes from your stint at Maruti, it would be great!
	() Thanks

3rd January 2008, 11:55	#42
DHABHAR.BEHRAM Distinguished - BHPian Join Date: Jul 2007 Location: MUMBAI Posts: 3,060 Thanked: 5,353 Times	I really enjoyed reading the lady's report of 2006. I was working in the customer care department of a major automobile manufacturer and I believe I have achieved something there. I would like to share some information with you all (I now work in another department of the same company). The company, it's business, it's distribution channel (read as dealers) etc exist only because of the customer. That said, let's simplify who this "customer" is. He buys the car to use it. The car has to actually work out there on the road "as the customer expects it to work". All other activities and processes are secondary. The primary goal of customer centricity which all of us keep on running around, trying to achieve is - NOTHING HAPPENS TO THE CAR - EVER - THE CUSTOMER ONLY ADDS FUEL AND DRIVES - THAT'S ALL ! There are 2 extremely important primary tools which you must know and you must use if you want to actually achieve what you just read. 1 ----- GIVE THE CUSTOMER EXACTLY WHAT HE WANTS, AND GIVE IT TO HIM - AGAIN - AND AGAIN - AND AGAIN - AND AGAIN - AND AGAIN -----. 2 ----- KNOW WHAT IS EXACTLY REQUIRED TO BE DONE TO SET HIS CAR RIGHT. I think I must have set you thinking. Please do revert on how you will achieve this. I will then tell you what I did for 5 years in my job (with 100% success rate - I can humbly but proudly state so today). Best regards, Behram Dhabhar
	() Thanks

3rd January 2008, 14:32	#43
GTO Team-BHP Support Join Date: Feb 2004 Location: Bombay Posts: 70,534 Thanked: 300,737 Times View My Garage	You betcha you got us thinking! Nothing like learning from the experienced. Please do share your tales with us Mr. Behram. They could equally apply to keeping customers happy in a non-automotive business too!
	() Thanks

3rd January 2008, 14:58	#44
sreenidhibr BHPian Join Date: Sep 2007 Location: Bangalore Posts: 119 Thanked: 2 Times View My Garage	Nice writeup, contained quite a few facts unknown to me. Thanks for sharing.
	() Thanks

3rd January 2008, 17:13	#45
manaa45 BHPian Join Date: Dec 2004 Location: nerul, navi mum Posts: 357 Thanked: 49 Times	special thanks to GTO, for, on my request he shifted this thread to "Collection of Best Threads" i think i will surely help a lot of people. thanks to all once again Mansi Last edited by manaa45 : 3rd January 2008 at 17:14.
	() Thanks