If you want to improve your customer service reviews, I have a few suggestions:
1. Return Phone Calls
2. Explain to customer what is going on in detail with their vehicle.
3. Don't lie to customer. Act as if your customer is important, even if you are sick of their questions.
The above would go a long way to keeping customers instead of losing them, like me and friends I know.
I will never buy another car from the best salesman I ever had (Bob Maus) BECAUSE THE SERVICE DEPT IS SO BAD.
I had a Factory Recall and the first time my car was there, they kept it 4 days and didn't even look at it. The second time my car was there for 18 days with updates only if I called repeatedly (no return phone calls 3 days straight). Finally, the manager, Chris Sonneberg, explained in detail what was going on but only after I "blew up" and got a call from him after I specifically said I didn't want to talk to him! He couldn't understand why I 'hated him': UNACCEPTABLE SERVICE, NO RETURN CALLS FOR DAYS ON END, NO EXPLANATION, NO CONCERN FOR LEAVING ME STRANDED WITHOUT A CAR. Now, they did offer me a couple of loaners: an F150 and a mustang. I'm 5'1" tall, 83 years old. I can't get IN an F150 and I can't get OUT of a Mustang. They promised to call me with another car - never heard from them again. After 18 days, I finally got my car back. I'm done with Melloy Ford.
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1. Return Phone Calls
2. Explain to customer what is going on in detail with their vehicle.
3. Don't lie to customer. Act as if your customer is important, even if you are sick of their questions.
The above would go a long way to keeping customers instead of losing them, like me and friends I know.
I will never buy another car from the best salesman I ever had (Bob Maus) BECAUSE THE SERVICE DEPT IS SO BAD.
I had a Factory Recall and the first time my car was there, they kept it 4 days and didn't even look at it. The second time my car was there for 18 days with updates only if I called repeatedly (no return phone calls 3 days straight). Finally, the manager, Chris Sonneberg, explained in detail what was going on but only after I "blew up" and got a call from him after I specifically said I didn't want to talk to him! He couldn't understand why I 'hated him': UNACCEPTABLE SERVICE, NO RETURN CALLS FOR DAYS ON END, NO EXPLANATION, NO CONCERN FOR LEAVING ME STRANDED WITHOUT A CAR. Now, they did offer me a couple of loaners: an F150 and a mustang. I'm 5'1" tall, 83 years old. I can't get IN an F150 and I can't get OUT of a Mustang. They promised to call me with another car - never heard from them again. After 18 days, I finally got my car back. I'm done with Melloy Ford.