Recent research has found that 58 per cent of motorists found it daunting to engage with garages and mechanics. Conventionally seen as inconvenient and commonly suspected of being overpriced, automotive repair garages and mechanics grew a reputation of inconsistency in the industry, the ClickMechanic research found. Furthermore, the majority of motorists said they would put off work until the last minute. Looking closely at its customer database, 54 per cent of drivers state that they would either wait until issues reoccurred, or until the vehicle was no longer functioning.
On 22 January, the latest VMI Service Center located in Chon Buri Province, Thailand, was officially opened by Riaan Diener, VP of VMI Global Services, and Aart van der Pol, Regional Manager Customer Service Asia.
Martins Industries has opted to extend customer service hours in order to “better meet the need of our customers”. From 7 August this service is available Monday to Friday: 8am to 8pm EST and Saturday and Sunday: 9am to 5pm EST.
CAM has appointed a new client liaison officer as part of the business’ ongoing expansion of its customer service commitment. An experienced sales and administration professional, Anna Morris will be the main point of contact for CAM’s existing customers. She will meet with customers face-to-face to facilitate ongoing client contact enabling tyre dealers to be current with the full suite of software and data solutions that CAM offers to help them expand their business opportunities.
New research conducted by audio branding specialist PHMG suggests that the large majority of garages risk losing custom by subjecting customers to generic music and audio while on hold. The audit of 255 firms in the garage and vehicle repairs trade questions call handling standards.
The Tyre Equipment Company has been awarded a Feefo Gold Trusted Service Award, an independent seal of excellence that recognises businesses for delivering exceptional experiences, rated by real customers.
Only the insurance sector scores lower than the automotive industry in terms of providing the best service and customer experience, according to the second annual Customer Experience Survey from the service design consultancy, Engine.