Article Advise

submitted: Jul 15th 2008 | by: JasonLancaster | Total views: 1 | Word Count: 544 | |

Your new car (or your new car dealer) is giving you a headache. There's a problem and the customer service you've received hasn't been good enough. You feel like you've done your part, but your problem is still unresolved. How do you get it solved?

First of all, if you're having a problem with your new car and it hasn't been taken care of, your best hope for a solution is to work with your local dealer. Believe it or not, your local dealership is invested in solving your problem because they know that's the best way to make you a lifetime customer. It's a well known fact, known by dealers and car manufacturers alike, that while dealerships spend thousands of dollars in advertising trying to create trust with their customers, statistics show that the *best* way to create trust with consumers is to solve their problems.

Make your dealer want to help you by showing them you're a good customer. Dealerships are a business just like any other, and they want to know that the benefits of helping you solve your problem outweigh the costs to them - especially if the costs are financial. The main benefit your dealer is looking for is your business again in the future. The best way to get your local dealer to cooperate with you is to show you're a good current customer who is likely to be a good customer again later.

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!

If there is one person you should talk to about your customer service problem, it's the dealership's General Manager (GM). GMs are authorized to do almost anything to maintain excellent customer service, and they can be an incredibly useful person to talk to. They are able to get senior executives on the phone at short notice, and are themselves professionals experienced in solving customer service problems. They are essential to contact if you're looking to get the manufacturer to do something for you.

In the (rare but possible) event that the GM is unable to resolve your problem, call the manufacturer's customer service hotline. The number will be in your owner's manual. You may also want to call the manufacturer's local regional office. They will likely simply send you back to the national hotline, but may give you a chance to speak with a regional executive. Perseverance is vital in getting yourself heard.

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!

About the Author

Author Jason Lancaster, an auto industry veteran, created AccurateAutoAdvice.com. You'll find accurate car advice and car buying tips.

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