Lexus Explains How Two New Store Positions Are Targeting Better Customer Service

Lexus contends it is “raising the bar again” in regard to customer service by partnering with its franchised dealers to create two new certified store positions.

Announced Thursday, Lexus explained the vehicle delivery specialist (VDS) will introduce customers to their new units and review the features of each model.

Meanwhile, the brand highlighted the vehicle technology specialist (VTS) will serve as a resource for customers who have any questions about how to use the advanced functions of their vehicle, including the new Lexus Enform telematics system. 

Lexus group vice president Mark Templin reiterated that when the nameplate was established 23 years ago, it was dedicated to providing the best customer service experience in the industry. Templin stressed Lexus’ commitment to that goal is reflected in its top position in the J.D. Power and Associates Customer Satisfaction Index for 15 years, including the past four in a row.

The Lexus boss thinks these new dealership staff members can keep Lexus at its current customer service perch.

“With the advent of more technology in luxury cars, customers often have questions about their navigation system, establishing a Bluetooth connection for their phone or managing other telematics systems,” Templin explained.

“While we’re happy to answer their calls, we think it will be much more beneficial to have experts at our dealerships who can establish and maintain relationships with customers to answer any questions about their cars,” he continued.

With the launch of the new 2013 GS, brand executives said training for the VDS and VTS positions is now taking place across the country.

To emphasize the importance of these customer-facing positions, Lexus noted it is applying the philosophy of “takumi,” or master craftsman, to their jobs. Dealership associates are trained to treat customer service as a craft and are given advanced tools to help them go the extra mile with customers.

Lexus pointed out much of the training for the dealership associates is accessed through interactive iPad apps. The product information apps, including one specifically for the GS and also for Lexus Enform, include training exercises and are available for customers to download. Or, if a customer prefers, the individual can use iPad features like Facetime to contact their dealership and receive a remote personal tutorial in their vehicle. 

“Lexus customers are becoming more and more technologically savvy, and we want our dealership associates to be able to communicate effectively with them throughout the sales, delivery and ownership process,” shared Vince Salisbury, Lexus College dealer training manager.

“Customers can access the information on their own, come in to the dealership or contact their dealership via phone, e-mail or iPad to get the answers they need,” Salisbury added. “The idea is to give them what they want, when they want it and how they want it.” 

In addition to providing technical training, Lexus mentioned it is training dealership associates to recognize verbal and nonverbal feedback to customize each customer’s experience.

View the original article here

sell auto notes

'Take the time to listen to customer complaints'

Jim Henry
Automotive News -- December 21, 2011 - 7:47 am ET
Heckler: "Deal with problems now. Don't let them fester."

Scandals at a few companies that sold extended-service contracts directly to consumers potentially reflect badly on the whole industry, including dealerships that sell the contracts.

Larry Hecker, an industry certification specialist, is campaigning to repair whatever damage may have been done to the reputation of the service contract industry.

Hecker is executive director of the Vehicle Protection Association, a trade group in Selbyville, Del. The group was founded in 2008 specifically to introduce industry standards of conduct and a certification program for companies that sell extended-service contracts, especially those that sell directly to the public.

Hecker says his group's efforts are paying off. Consumer complaints related to extended-service contracts are down, at least in the state of Missouri, he says. The 2010 bankruptcy case of a Missouri company, U.S. Fidelis, brought notoriety to extended-service contracts and direct-to-consumer marketing. The Vehicle Protection Association has said it supports criminal charges against the founders of U.S. Fidelis. The founders were indicted earlier this year.

Before his involvement with the VPA, Hecker was president of the Motorist Assurance Program, a group that advocated a certification approach for independent auto-repair shops.

Special Correspondent Jim Henry spoke with Hecker by phone last week.

The Vehicle Protection Association's Web site, vpanet.org, says consumer complaints about service contracts are down. On what do you base that?

That's based on Missouri figures. Service contracts were the No. 1 complaint category, but now they no longer are. [The Missouri attorney general reported extended-service contracts were the No. 1 complaint category in 2009. Last year they dropped to No. 10. The top complaint category in 2010 was debt collectors.]

What specifically do people complain about?

A lot of complaints are over the methods of marketing. Sometimes they say, "We're getting more calls after we asked them not to call us anymore" or "Why are they calling me?" It's frustrating for consumers not to have a response.

That has started to change, as more companies have gotten certified and adopted the standards of conduct.

Do people call your organization?

We get inquiries from individuals asking how they can buy service contracts. Those have grown. People see the name of the organization and they figure that's who they should call.

You get complaints, too, right?

Questions come up concerning claims. "Should this be covered? Shouldn't this be covered?"

Do you tell them to call their administrator?

Usually I ask if they have contacted their administrator. A lot of people have never read their contract and don't know who their administrator is.

Are you set up to handle consumer complaints?

When I get a complaint, usually I will contact the company. I tell them their customer contacted me and would they please contact their customer and follow up with me. That's what I do for companies that are members.

How many calls do you get?

There's probably five to eight per week. Most people find us through our Web site.

How did you get started at this?

That's what I do. I start and run organizations whose industry needs certification. Previously, I was with Motorist Assurance Program. They have a Web site, Motorist.org. You could check it out. It's pretty substantial; there have been almost 8,000 stores involved.

Managers can learn a lot if they take the time to listen to customer complaints.

When it comes to customer mediation, I have always kept telling the stores to deal with problems now. Don't let them fester.

You can reach Jim Henry at autonews@crain.com. Readers are solely responsible for the content of the comments they post here. Comments are subject to the site's terms and conditions of use and do not necessarily reflect the opinion or approval of Automotive News. Readers whose comments violate the terms of use may have their comments removed or all of their content blocked from viewing by other users without notification.

View the original article here

We Turn
Auto Notes Into Cash!


Autobulk.com