Life as a customer care executive at a car dealership

rider60 · 12th January 2008, 00:59

nice writeup, and the article provides good insight into what goes on at dealerships!

16th February 2008, 00:04

Mahn

3 cheers to you, for having spent so much time with the thread, indeed a great experience reading through those, and yes if you have any idea about any other cars, please manaa45 pool them in.

Thanks

jithudigitised · 29th October 2008, 15:49

that was a nice write up. You could add up some more interesting incidents that occurred during your job.

And thanks for the tips.

backrub · 30th October 2008, 12:13

Manaa, this is a pretty informative article.

Thanks for taking so much time out and putting things in order and letting us know what happens with our cars once we leave them at the dealership.

Especially the part with MGP, I was always concerned about its quality, but still used to go with the brand as I wanted no excuses because of that. Not always I had the car back in the same condition as it was with the parts replaced with MGP.

Thanks for the article.

btirthankar · 25th April 2009, 14:26

Good one there, Manaa.

I could perfectly imagine what you experienced, being myself in the field way back in Year 2001-2002.

In my 1 year of service, I realised what all Maruti lacked then and sent a 6 pager to the MD of the Dealership before resigning, to be called back later and be appreciated for it. Some how Jagdish Khattar's Vision failed to reached the nook and corner of our dealership, though he did visit us

Its been a long way since, but I still visit the dealership as indicated below to find that things are pretty much the SAME, even after 8 Years.

manaa45 · 25th April 2009, 18:23

BT, it is great to meet an ex maruti employee, just for a simple reason that we can relate to working of Maruti which was quite different then others.

My experience though, had been quite enriching in many ways then one and i still cherish those memories.

Good to know u

Regards

Mansi

Zahir · 25th April 2009, 21:21

Quote:

Originally Posted by manaa45

Life as a customer care executive

...
...
...
Time to sign out. Hope you enjoyed my experience.

shubbhi

P.S thanks to rudra sir for all the inspiration to start this thread.

mods , such a big post and i have used only one smiley.

Good article, seems things never change with Maruti

btirthankar · 25th April 2009, 23:35

Quote:

Originally Posted by manaa45

BT, it is great to meet an ex maruti employee, just for a simple reason that we can relate to working of Maruti which was quite different then others.

Same here.

All those issues you pointed out were so well embedded in my mind from my experiences then, that I used to believe that those are the 'classic set of problems' Indian Car Dealerships can have. And I believe one can learn from the 'case study'.

There I was trying to differentiate the way we approached an OMNI customer from a Baleno, but alas!

In Maruti, when it comes to customer handling, its pure Socialism. And the Subros Issue was so true as you pointed. If one approached directly, they always gave you such a repair estimate for your compressor, that you were forced to buy a new one.

I would prefer to refrain from stating any further.

vijaythacker · 26th April 2009, 11:35

Mansi, thats a great share of your experience i went through reading which shows the real pictures inside dealership, thankyou for writing it up and waiting to see more from you.

drrajasaravanan · 17th January 2010, 17:05

hi
very interesting read. Your point about accessories is noted. Till date i have not had any problems with customer care support initially from maruti, then from hyundai. Hope this continues from Mahindra too.

Delta Wing · 3rd February 2010, 11:56

@manaa45:
A very interesting read. That part about polite customers getting good treatment and troublesome ones being shaken more was quite amusing. Just shows that one gets what one gives. Excellent write up, reading it gave me an impression of a very optimistic and cheerful person about the author.
Cheers

Safety is Param · 23rd November 2013, 13:48

Nice write up; thanks for sharing with us!

That how your day is going to end with the service experience depends on the SA assigned to you, something I have learnt from all these years.

I sometimes find the least knowledgeable people trying to convince the wiser customers, and this is where it goes to a whole new level!

12th January 2008, 00:59	#61
rider60 Senior - BHPian Join Date: Mar 2007 Location: Bhagyanagaram. (A.K.A. Hyderabad) Posts: 1,620 Thanked: 56 Times View My Garage	nice writeup, and the article provides good insight into what goes on at dealerships!
	() Thanks

16th February 2008, 00:04	#62
priyank Posts: n/a	Mahn 3 cheers to you, for having spent so much time with the thread, indeed a great experience reading through those, and yes if you have any idea about any other cars, please manaa45 pool them in. Thanks
	() Thanks

29th October 2008, 15:49	#63
jithudigitised BHPian Join Date: Nov 2006 Location: Thiruvananthapuram Posts: 359 Thanked: 141 Times View My Garage	that was a nice write up. You could add up some more interesting incidents that occurred during your job. And thanks for the tips.
	() Thanks

30th October 2008, 12:13	#64
backrub BHPian Join Date: Oct 2008 Location: Bangalore Posts: 196 Thanked: 2 Times	Manaa, this is a pretty informative article. Thanks for taking so much time out and putting things in order and letting us know what happens with our cars once we leave them at the dealership. Especially the part with MGP, I was always concerned about its quality, but still used to go with the brand as I wanted no excuses because of that. Not always I had the car back in the same condition as it was with the parts replaced with MGP. Thanks for the article.
	() Thanks

25th April 2009, 14:26	#65
btirthankar BHPian Join Date: Sep 2007 Location: Some Moving Vehicle Posts: 816 Thanked: 127 Times View My Garage	Good one there, Manaa. I could perfectly imagine what you experienced, being myself in the field way back in Year 2001-2002. In my 1 year of service, I realised what all Maruti lacked then and sent a 6 pager to the MD of the Dealership before resigning, to be called back later and be appreciated for it. Some how Jagdish Khattar's Vision failed to reached the nook and corner of our dealership, though he did visit us Its been a long way since, but I still visit the dealership as indicated below to find that things are pretty much the SAME, even after 8 Years. Attached Thumbnails Last edited by btirthankar : 25th April 2009 at 14:46.
	() Thanks

25th April 2009, 18:23	#66
manaa45 BHPian Join Date: Dec 2004 Location: nerul, navi mum Posts: 357 Thanked: 49 Times	BT, it is great to meet an ex maruti employee, just for a simple reason that we can relate to working of Maruti which was quite different then others. My experience though, had been quite enriching in many ways then one and i still cherish those memories. Good to know u Regards Mansi
	() Thanks

26th April 2009, 11:35	#69
vijaythacker Senior - BHPian Join Date: Feb 2009 Location: Ahmedabad Posts: 1,498 Thanked: 74 Times View My Garage	Mansi, thats a great share of your experience i went through reading which shows the real pictures inside dealership, thankyou for writing it up and waiting to see more from you. Last edited by Rehaan : 26th April 2009 at 21:00. Reason: gr8 = great. Please type in full words as per the Team-BHP rules. Thanks.
	() Thanks

17th January 2010, 17:05	#70
drrajasaravanan BHPian Join Date: Oct 2009 Location: Chennai Posts: 258 Thanked: 1,248 Times	hi very interesting read. Your point about accessories is noted. Till date i have not had any problems with customer care support initially from maruti, then from hyundai. Hope this continues from Mahindra too.
	() Thanks

3rd February 2010, 11:56	#71
Delta Wing BHPian Join Date: Jan 2010 Location: Hyderabad Posts: 228 Thanked: 115 Times	@manaa45: A very interesting read. That part about polite customers getting good treatment and troublesome ones being shaken more was quite amusing. Just shows that one gets what one gives. Excellent write up, reading it gave me an impression of a very optimistic and cheerful person about the author. Cheers
	() Thanks

23rd November 2013, 13:48	#72
Safety is Param BHPian Join Date: Dec 2012 Location: Cosmopolitan Posts: 347 Thanked: 462 Times	Re: Life as a customer care executive at a car dealership Nice write up; thanks for sharing with us! That how your day is going to end with the service experience depends on the SA assigned to you, something I have learnt from all these years. I sometimes find the least knowledgeable people trying to convince the wiser customers, and this is where it goes to a whole new level!
	() Thanks