Frank
YARMOUTH,#2Consumer Suggestion
Tue, April 13, 2004
Im an ex service writer and I can tell you some extremely horrible experiences I had with both fellow workers and customers. For the first part, car dealers are the only organizations left in our modern society with absolutely no hiring standards what so ever, they put anybody they feel into some of these positions, service managers, parts managers, salesman, controllers, service writers etc. Lets look beyond this realm of thinking into the next arena of thought. Most service managers were either mechanics or clerical workers who took the job for what ever reason, with no real business experience. They make terrible costly mistakes! One of these mistakes is that they hire service writers who more or less had the same professional upbringing as they did. Most managers cannot count the toes on their feet without it confusing them (what makes you think they could, do something EASY like hire QUALIFIED service personel.) With this noted we move to the next level, most people have absolutely no common mechanical sense, they are easily lead by the sales department into purchasing a vehicle that just has too much technology attached to it, which in reality means problems from time to time. Now they come into the service department expecting to be ripped off, IT IS THE SERVICE WRITERS JOB TO ADDRESS THEIR CONCERNS AND THAN EXPLAIN THE NEXT LEVEL OF PROCEDURE. Of course this does not happen , the service writer expects that the customer should be able to decode his verbal debacle and walk away happy, (cause ladies and gentlemen that is how the worthless factory training seminars teach them. LETS REMEMBER THIS IS CONSIDERED HIGHER EDUCATION FOR MOST SERVICE PERSONEL). Remember it is the service writers job, to determine whether someone will be a problem, if they try to be professional, more than likely the customer still acts like an abusive mongrul, the service manager should step in at this point and put the fire out, remember ALL POWERFUL INTELLIGENT SERVICE DIRECTORS(LOL)(The big title compensates for a small mind with most)This is your job. As for the customer and the service writer that wrote these two previous threads, I would say yeah you both got on each others nerve's, but if the service writer still is employed at this establihment, than more than likely he has a friend (butt buddy service manager) or was able to lie good. SERVICE PERSONEL WAKE UP, YOUR TRAINING FROM THE FACTORY IS GARBAGE, UNLESS YOU HAVE A SOLID EDUCATION OR EXPERIENCE BASE BELOW IT OTHER THAN AUTO MECHANICS. My remedy for a good Service Manager, a person who has at least 50-120 college credits in business or liberal arts and worked his way up the ladder from porter to service manager. For service and parts personel 15-60 college credits in business or liberal arts, in addition you need some mechanical training and previous experience working in a high pressured customer service enviroment. Just so you know Im sending this thread to the dealer development centers for all of the bigTHREE See you in class.
INASANT
INDPLS,#3UPDATE Employee
Tue, March 02, 2004
TO whom it may concern: From where i was at, it looked as if this customer was coming in with a chip on his shoulders to begin with.not allowing carney to get a word in edge wise to explain the situation to the husband. There were a few words exchanged a carney showed how he picked the phone up and invited her to call her husband.Then the customer started to curse at carney(he let all the fun stuff out). Thats when carney said he would go to the manager and or call 911 to help him, out of the dealership because of his foul mouth. So there is always two sides of the story as my mom used to tell us.