Daimler Chrysler Customer Service Review

Daimler Chrysler client Service ReviewHow Effective guest serveAre Provided at DaimlerChrysler guest ServiceWe go for all heard, demanded, utilise and complained about node answer at near point in our lives as consumers. And depending upon what the issue was, the term guest function differed based upon some(prenominal) it was we received, did non received, or thought we should have received.The preceding is exactly the point. Customer armed answer seemingly differs depending upon the industry as sound as the segment within the particular lodge that the public deals with. And while the corporations we deal with atomic come 18 huge organizations, our conception of customer religious service comes down to those individuals within the federation with whom we come in play, as well as those we do not.Blacharski (2006, p. 17) in his book surpassing Customer Service How to Keep Customers Racing O.K. to Your Business era Tested Examples from Leading Companies tells us thatCustomer service is not just the responsibility of the service center or predict center , it represents a comprehensive, integ driftd strategy that involves every single playing field of the company. In todays highly competitive environment, customers have the information as well as option to pick and rent from any number of competing products which aside from elements of style, manu pointuring processes and some features, are basically highly similar.Liliens (1974, pp. 279-285) examination of why consumers buy as contained in his take a leak An Application of a Modified Linear Learning Model of purchaser Behavior found that consumer learn on a continual tail end of the quality as well as characteristics of the brands they purchased, as well as those of friends and associates.And therein lies the point, a brand represents a certain image it conveys, and we promise that image to deliver in real harm when and after we purchase. make a brand, is if the company has ad vantagefully cultivated its image, that brand will ask up certain thoughts and a stance regarding the company in our minds. constitute Microsoft, Coca-Cola, IBM, BMW or DaimlerChrysler and you probably form some sort of opinion or image just from hearing the names, either from personal experience, those of associates, friends or the companys advertising and or market re lay outation .The preceding companies are recognized as the top most respected companies according to surveys and studies by the Financial Times PriceWaterhouse Coopers in 2005 (FinFacts Ireland, 2005). The introductory is integral to what is termed branding, as well as customer service, as these images or expectations are what we are mavin to believe we are buying, in addition to the actual product, the company posterior itThe foregoing leads us to an examination of how powerful customer service is provided, utilizing DaimlerChrysler as the example, compared against the neighboring best or best company in this domain in the automotive industry. We will look at what makes these companies revered, and why, and how they stack up against the industry as well as each other.In position to equate customer service as it applies to the automotive industry, we will withdraw a standard of measurement as well as some baseline areas from which to make an assessment. To do so, we will utilize the ranking and rank system employed by JD fountain and Associates (2006a) who are recognized as the foremost independent authority in this area. concord to the JD Power and Associates 2006 Customer Service indication (CSI) Study in the United States conducted among 79,580 owners and lessees of 2003 to 2005 model course of study (JD Power and Associates, 2006b) automobiles.Lexus, a Toyota Motor Corporation (Wikipedia, 2006) class-conscious as the number one company in customer service with a Customer Service Index Ranking of 912 out of a possible 1,000, with Mercedes ranked at number 22 with a ranking o f 872 (JD Power and Associates, 2006b). affect?This representation that there are 21 companies rated ahead of Mercedes in terms of customer service satisfaction, yet mention Mercedes and it still conjures up images of brilliant craftsmanship and quality.So, what exactly were the determining factors in arriving at the preceding rankings and what were the reasons?According to JD Power and Associates, customer satisfaction is the overall experience one has with the dealership, and especially the service department, whereby they interface with the personnel regarding routine as well as other fomite service needs during ownership (JD Power and Associates, 2006b).The brilliance of the preceding is that those customers who are satisfied with service as well as their experience with the dealership, which represents their point of concussion with the automobile company, will be probably to not only return for service, they will likely purchase their next vehicle from the company as well .And the preceding 22nd ranking has not been lost on the executives at Mercedes. The company has announced they are pore upon a new image that emphasizes service (Crain Communications, Inc., 2006), with the label for this new vigilance termed as Appreciation.The foundational pillars of Mercedes strategy are centered upon service, value, comfort and sentry duty in a push to win back buyers who have been put off by a decline in quality, the centerpieces of success which Lexus has cerebrate on. The companys group vice president, Bob Carter, stated that the coating of Lexus is to deliver 100% customer satisfaction (PR News nowadays, 2006).To understand the success of Lexus, and the repositioning of Mercedes, one needs to understand that customer service means (Carlaw and Deming, 1998, p. 4) Doing ordinary things extraordinarily well.Going beyond whats expected.Adding value and rightfulness to every interaction.Being at your best with every customer.Discovering new shipway to delight those you serve.Surprising yourself with how much you can do.Taking care of the customer like you would take care of your grandmother.Introduced as an automotive brand 17 years ago (1989), Lexus has captured the number one spot in this stratum eleven times (PR News Today, 2006).Effective customer service is not what the company thinks it is, it is what the customer thinks it is, and this is the important distinction in understanding effective customer service.The measurements entailing the rating of customer service include (USA Today, 2004)obtaining a service appointment at a convenient time,having the maintenance and or advance work performed correctly the first timethe quality of work performedsubstance abuser friendliness pertaining to the servicethe overall customer service experience lawfulness of charges for service and have-to doe withsspeed in completing the service appointmentA big aspect of customer service rankings lies in the initial vehicle quality, meaning the improved quality of new vehicles thereof necessitating the need for repair visits (USA Today, 2004).The preceding aspects represents one of the most important facets in garnering high levels of customer service satisfaction in that the lower the need for the customer to contact the company regarding things that need fixing, the higher their satisfaction will thus be.The foregoing has been consistently mentioned in customer service rating comments regarding the surveys conducted by JD Power and Associates which stated that brands have moved up in their customer service rating through improving the quality of new vehicles with this aspect thus resulting in few repair visits (USA Today, 2004).With this in mind, along with the other customer service points, lets look at the reasons behind Lexus high rated performance versus Mercedes2006 fomite Brand Ratings5 Star Rating Points(With 5 representing the highest)(JD Power and Associates, 2006c)The preceding, as pointed out by JD Po wer and Associates provides a strong correlation mingled with the high customer service ratings achieved by Lexus, and the lag Mercedes has felt in this quarter, and the resulting lower customer service satisfaction scores.ConclusionAs stating in the beginning of this presentation, consumer perceptions regarding the aspects of customer service varying according to what they individually acquire and deem as important to them.A long wait on the telephone, a missed service appointment call back, an out of timeworn part, an automotive rattle, a mechanical breakdown, warranty areas for areas that might be minimum in terms of coverage are all facets that figure into the free world of customer service.Thus, an automotive manufacturers best defense force against all of these variables is the building of a quality product that results in fewer potential problem areas for their customers.This has been the approach of Lexus, Lincoln BMW and other brands, and now this mantra has been tak en up by Mercedes as well. And while the best customer service is a result of not needing to contact the company at all, as a result of a worry and defect free product, the fact is that taking care of customer needs in every contact represents the opportunity to build upon their purchase experience and gain their loyalty.Mercedes has this lesson to build upon.BibliographyBlacharski. D. (2006) Superior Customer Service How to Keep Customers Racing Back to Your Business Time Tested Examples from Leading Companies. Atlantic Publishing Company. ISBN 0910627525Crain Communications, Inc. (2006) Mercedes new image emphasizes service Sporty is downplayed, brand focus returns to value, comfort, safety. Retrieved on 20 October 2006 from http//www.accessmylibrary.com/comsite5/bin/pdinventory.pl?pdlanding=1referid=2930purchase_type=ITMitem_id=0286-15953710FinFacts Ireland (2005) mankinds Most Respected Companies 2005. Retrieved on 20 October 2006 from http//www.finfacts.com/biz10/worldsmostre spectedcompanies.htmJD Power and Associates (2006a) Autos. Retrieved on 20 October 2006 from http//www.jdpower.com/autosJD Power and Associates (2006c) JD Power Consumer Center. Retrieved on October 21 2006 from http//www.jdpower.com/autos/brand-ratings/JD Power and Associates (2006b) Lexus Ranks Highest in Customer Satisfaction with Dealer Service. Retrieved on 20 October 2006 from http//www.jdpower.com/corporate/ intelligence activity/releases/pressrelease.asp?ID=2006119Lilien, G. (1974) An Application of a Modified Linear Learning Model of buyer Behavior. Vol. 11. August 1974. Journal of Marketing ResearchPR News Today (2006) Lexus Reclaims Top Spot in JD Power and Associates Customer Service Index Study. Retrieved on 20 October 2006 from http//www.prnewstoday.com/release.htm?cat=autodat=20060720rl=LATH10120072006-1USA Today (2004) Lincoln owners rate service best. Retrieved on October 20 2006 from http//www.usatoday.com/money/autos/2004-07-20-dealer_x.htmWikipedia (2006) Toyota Motor Corporation. Retrieved on October 20 2006 from http//en.wikipedia.org/wiki/Toyota_Motor_Corporation