Automotive Business Review February 2015 | Page 19

Customer C.A.R.E. by Dr Trilogy

| sponsored by Federal-Mogul

The ratings are as follows:
1.

Under Promise, and Over Deliver – Oliver Bande said within the hour, and they arrived in
thirty five minutes. And attended to the problem efficiently. Full marks here.

2.

Waiting on Your Customer – unlike the previous perpetrators of customer care calamities,
Oliver Bande waited on their newly found customer. Well done.

3.

Informing Your Customer – Oliver Bande phoned the customer, and once the job was
done, the supervisor phoned to check that all was okay. The box is ticked!

4.

Keeping Your Cool – no one lost their cool, so all was well.

5.

Only the Best is Good Enough – even after the tyre was replaced, the technician Jaco
Joubert, followed the publisher into Blo