In a sign that the company truly is trying to turn itself around,
GMC recently hired the Ritz-Carlton to help revamp its customer service department and approach in its Cadillac dealerships. As
GMC has been forced to close of many of its dealerships, the company is trying to create a more consistent customer experience across the remaining dealerships. The Ritz-Carlton hotel chains have been consistently ranked as the best customer service, and the hope is that by having Ritz-Carlton trainers work with over 1,800 Cadillac dealership owners and workers, customers will receive better service, helping to create more return buyers. Some of the changes customers can expect to see in the coming months are Cadillac workers carrying the company credo card, reminding employees of key company customer service policies, as well as encouraging employees to spend money to please customers who have had a bad experience, or would just like to be able to provide service above and beyond the call of duty.
This is a novel concept by a company that is clearly trying to re-brand itself after being bailed out by the government. By closing many of its dealerships, presumably there will be increased profits per dealership, allowing them to invest in such training services as those by the Ritz-Carlton. Instead of pocketing all profits and not reinvesting them in the company, much like how the airline industry operates,
GMC is clearly focused on creating a better brand image, beginning with the most important part of any business, the customer.
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Posted by GetHuman on Mon, 14 Jun 2010 3:37pm