There are specific items that J.D. Power and Associates look for when choosing which companies to award. Customer Service Champions are chosen from more than 800 brands and 20 major industries with customer feedback, opinions and perceptions gathered by J.D. Power and Associates. The final report drawn up by J.D. Power and Associates includes five key points of customer service that are reviewed:
Of the companies reviewed for the 2011 Customer Service Champion award, 40 were chosen including Cadillac.
“Cadillac and its dealers have made a concerted effort to provide luxury buyers with a heightened level of customer service both during and after the sale,” said Kurt McNeil, Vice President of Cadillac Sales and Service in a Cadillac press release. “We’re honored to be recognized by J.D. Power and be included among this elite group of companies for customer service.”
One way Michigan Cadillac dealers and other dealers have added to the exceptional service provided by Cadillac is the continuous efforts of training programs for sales and service consultants with the help of luxury hotelier Ritz-Carlton. The Ritz-Carlton also won one of the 2011 Customer Service Champion awards and had partnered with Cadillac last year as the partnership strived to raise the customer experience in showrooms and service departments.
Another way Cadillac is serving its customers is by providing them with new ownership benefits such as the Cadillac Shield Program. Cadillac Shield includes Cadillac’s four-year, 50,000-mile bumper-to-bumper and five-year, 100,000-mile powertrain warranties; maintenance on services for four years or 50,000 miles; and 24-hour roadside assistance with complimentary vehicle transportation during the powertrain warranty period.
Michigan Cadillac dealers and those nationwide should be proud of their accomplishments. Cadillac as a brand will likely be imitated by other automakers and dealerships as they seek to achieve the same success in customer service as Cadillac.
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