Lion Automotive Inc.
"Measuring Customer Service"
Lion Automotive, Inc.
Is committed to Customer Satisfaction
We asked ourselves, "What is Customer Satisfaction?"
· Customer Satisfaction is being sensitive to the concerns of the customer. This means asking what the customer expects, discussing their actual needs (time constraints, warranty, parts and safety), and explaining how we will address their concerns. Explaining the necessary repairs and what the repair will entail, financially or otherwise, often helps to give the needed reassurance.
Lion Automotive is committed to customer satisfaction. There are certain necessary steps to achieve this goal. Among these steps are:
· Initial Customer Contact: What are the first impressions of Lion Automotive? One of the most important questions we often ask ourselves is "How can we make the customer even more happy and comfortable with us?" This question can be answered in part by the next step of customer satisfaction:
· In-Progress Monitoring and Reporting Back to the Customer: By keeping the customer informed on the status of their vehicle (regarding estimated and revisions, any unforeseen delays, etc.) We are helping the customer feel as if they are a part of this repair process and not as if they do not know what is taking place and why.
· Helping With Your Transportation Needs: We realize that everyone’s schedule is hectic and at times it can be hard to finalize your transportation needs both to leave or pick-up a vehicle during the "down time." We want to make the repair of your vehicle as hassle-free as possible, therefore, when the need arises, we will do what ever we can to help you. This might be in the form of pick-up of delivery or by helping you arrange for a rental vehicle. First and foremost, we are here to serve you.
· A Professional and Efficient Staff: Our Administrative, Parts and Service Managers pool their resources together to get each vehicle finished in a timely and efficient manner. They discuss individually with each technician regarding the necessary decisions to be made to accomplish this. Our Service Managers walk the shop evaluating the work being performed. By working together as a team, we have found that we are more efficient and in being so, this helps the repair process be even more convenient and hassle-free.
We asked ourselves, "How do we know that we are delivering Customer Satisfaction?"
· We know that we are delivering customer satisfaction because a follow-up telephone call is made to the customer in approximately two weeks after completion of work performed. We at Lion Automotive have found this to be beneficial to both the customer and to ourselves. It is in this way that we are able to identify and resolve any problems that might have arisen. In addition we have selected a random sampling of customers to participate in a questionnaire to critique our shop and comment on our performance anonymously.
2
