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Old 10-28-2013, 10:09 AM   #1
jefo65
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Default Customer Assistance Center.

Wondering if this has a snowballs chance of improving CAC. I'm sure you've all had the pleasure of dealing with "Jane Doe" or "John Smith" from the assistance center over the years.
"Sorry,....I'm struggling with your strong foreign accent ma'am,...who were you calling me about again!?!"

October 10, 2013





To: North Central Region Retail Dealers, General Managers, Service

Directors and Service Managers



Subject: Customer Assistance Re-design and Dealer Customer Care Specialist (CCS)



As GM persist to forge our way through creating a ‘World Class’ customer experience, we’re continually challenging ourselves to think of ways to keep the customer in the center of everything we do. Obviously none of this would be possible without your support. We’d like you to participate in one of two face to face dealer meetings in either Novi, Michigan on October 22nd, or Lisle, Illinois on November 5th. And if for some reason time or travel will not allow you to be with us in person, please feel free to join one of four (4) WebEX conference calls that we’ll be hosting, on Monday October 28th and Tuesday October 29th, 2013. There will be a morning and afternoon session on both days. All sessions are identical so join the session that’s appropriate for your schedule. We’re requesting that Dealer Operators, General Managers, Service Directors and Service Managers attend. We’ll be asking your dealership to select an employee to be a ‘Customer Care Specialist’ so your attendance is highly recommended. Details regarding WebEX meeting are indicated below.
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Old 10-28-2013, 12:11 PM   #2
XDCX
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Thanks for creating the thread.

Is GM's request that the dealership designate a "Customer Care Specialist" something new or have they wanted this in the past?

In my experience the effectiveness of this position was a mixed-bag. At some dealershipd the Customer Relations person served as a central source for addressing customer concerns and the person could affect change within the dealership that would prevent future problems from re-occurring.

In other dealerships the Customer Relations person just added another level of bureaucracy and often gave the customer a false set of expectations that were difficult for department managers to achieve.
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Old 10-28-2013, 01:38 PM   #3
jefo65
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Quote:
Originally Posted by XDCX View Post
Thanks for creating the thread.

Is GM's request that the dealership designate a "Customer Care Specialist" something new or have they wanted this in the past?
I'd have to say it's something new. Probably to limit the mass confusion and poor experience created by farming the CAC calls overseas to a foreign call center. It got so bad for awhile, I'd simply hang up when I'd get a call from them. After multiple "hang ups" and a timely survey I sent in, I got a call from American soil from a CAC higher up'r,...assuring me I wasn't an isolated case of frustration, and GM was working feverishly to solve the problem, and I quote,.."We currently have new trainers and speech therapists working with select CAC staff to help them speak clearer and more understandable english" After the shock set in from that comment, I asked her why in the he11 wouldn't you just bring the calls back to an actual GM employee here instead of spending more money on a loosing cause? She said that would be impossible, GM is under conttract with these call centers for a few more years still. Yep,....just screams GM is really concerned about customer service doesn't it.
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Old 10-28-2013, 01:46 PM   #4
zep33
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I went to the NE meeting a few weeks ago and they brought this up. There were 4 "modules" in this meeting so they only spent about 45 minutes on the CAC stuff there.

There are definitely some improvements on the way.

We only get 3-4 CAC cases a month so our CCS is the service manager. I'm sure some of the larger dealers will have to end up hiring one

Last edited by zep33; 10-28-2013 at 02:08 PM.
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