So you’ve just bought a new car, and are feeling dissatisfied with the customer service at the dealership. No matter what you do or who you talk to, you just can’t seem to get the issue resolved. Now you’re wondering, what do I do next?
Even if you left previously with a negative experience, your local dealer is still the best person to work with to resolve your complaint. Local dealerships are interested in creating loyal lifetime customers, and they know the best way to do that is by making you happy. A dealership can spend a fortune on advertising trying to attract customers, but statistics show that good customer service is by far the best way to keep them.
Your local dealer is far more likely to help you if they believe this transaction will benefit them. This is especially true where there is a cost to the dealership involved in solving your problem. If they’re investing money in keeping you happy, they want to know there’s a reasonable chance they’ll earn that money back later through your repeat business. The best way to prove you’ll be a good customer later on is to prove that you’re a good customer right now.
The best way to show you’re a good customer is to be nice. Restrain the urge to shout or swear - a smile might not feel as satisfying now, but it will get you further. Staff that resent you probably aren’t going to be too helpful towards you. Make an effort to get along with the dealership employees - they’re probably as frustrated with the problem and eager to get it resolved as you are. Get what you want by giving the staff a reason to want to help you!
While being pleasant will help you get what you want from your local dealer, working with the dealership’s General Manager (GM) will help you just as much. GM’s have the full backing of the manufacturer and they have the power to do just about anything to solve a customer service complaint. Keep in mind that many dealership general managers are powerful enough to get senior manufacturer sales executives on the phone at any time - they’re absolutely capable of getting the manufacturer to do something for you. They are also usually experienced professionals that know how to help. Make sure you ask to speak with the GM when you have a customer service problem.
If for some reason your GM is unable to help, try the manufacturer’s customer service hotline, the number for which can be found in the owner’s manual. You may also want to call the manufacturer’s regional office. They will probably simply refer you to the service hotline, but there is a chance you could speak with a regional executive. Keep coming back to the manufacturer and dealership, and you’ll get your problem solved.
In sum, your local dealer is the best place to start if you’re trying to resolve a customer service complaint. Be courteous and polite always, and give people a reason to want to help you. Remember to speak with the general manager, and if that doesn’t work, keep calling the manufacturer’s national hotline and regional office. Persistence pays off when you’re looking for great customer service!
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