customer care
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Finance 18 JulMotor Ombudsman celebrates vehicle warranty code's 10th anniversary
More than 2,800 consumers have complained to The Motor Ombudsman (TMO) in the last 2.5 years about warranty products they've been sold.
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Car Dealer News 23 MayMotor Ombudsman campaign encourages communication before complaints
The Motor Ombudsman launched its “#talk2resolve” consumer awareness campaign on Twitter, to highlight importance of motorists engaging with companies before contacting ADRs.
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News 3 MaySupercar retailer Motorhub fined over £50,000 by Trading Standards
Supercar retailer Motorhub has been fined £53,567 by National Trading Standards following a series of second-hand vehicle sales that misled consumers in “reckless” fashion.
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Car Dealer News 25 AprStar treatment for loyal Newton Honda customer of 40 years
Newton Honda has given the star treatment to its longest-standing customer, 92-year-old Mr Bickerstaff, who has been with the dealership for more than 40 years.
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Car Dealer News 15 MarArnold Clark restores ‘faith in humanity’ with free car gift to bereaved family
Arnold Clark has gifted a recently bereaved family a brand new Ford Focus ST-line after its intended recipient passed away ahead of its collection from the Glasgow dealership.
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Retailing 23 FebLearn to defuse a customer crisis
Any issue, from a finance complaint to a nationwide recall, can damage a dealership's standing if mismanaged, but handled well it can enhance your reputation
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Market Insight 2 JanContactability falls short in automotive sector, research reveals
Contactability is key to customer retention but the motor industry is falling short of customer expectations, according to a recent poll of 2,000 consumers.
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Talent & People 22 NovEight questions to... a parts and customer care director
Sebastiano Fedrigo, FCA service, parts and customer care director, on how urgency drives the best results and why he is still amazed by Spotify.
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Car Dealer News 19 OctMotor Ombudsman ‘on course’ to handle 34,000 enquiries in 2017
The Motor Ombudsman is “on course” to handle 34,000 consumer enquiries by the end of the year after answering 9,400 calls and emails in Q3.
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Opinion 19 OctGuest opinion: how dealers can build consumer trust and grow aftersales revenue with vehicle health checks
Recent research shows dealers are losing thousands of pounds in revenue because they are not completing vehicle health checks.
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Market Insight 24 Aug
Franchised dealers ‘better inform customers’ of repair costs
According to the 2017 Auto Express Driver Power survey, franchised dealers better inform customers of repair costs and progress.
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Opinion 18 AugGuest opinion: tough market requires a relentless focus on sales
Motor retailing is in a state of flux with more pressure on new sales and more competition in the used sector. The consumer has never had more choice and data to inform those decisions.
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Car Dealer News 28 Jun
“Dealers could be missing out on future sales”, study suggests
A study by Santander Consumer Finance has shown that car dealers could be missing out on potential future sales due to lack of long-term loyalty building with aftersales.
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Car Dealer News 23 MarLloyd Motor Group's Blackpool dealership in the running for global BMW customer care award
Lloyd Motor Group’s Blackpool dealership has been named in the ‘best dealer in customer care’ category as part of BMW Group’s international ‘Excellent in Sales’ competition.
