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Follow on Google News | South Texas Buick-GMC Strives To Become a Leader in Customer Satisfaction with HappyOrNot SmileysSouth Texas Buick-GMC is excited to announce the dealership is within reach to become a leader in customer satisfaction and are proud to receive happy customer feedback with HappyOrNot Smiley Terminals and intelligent cloud-based reporting service.
By: South Texas Buick-GMC Ramiro Quintanilla, Fixed Operations Director at South Texas Buick GMC, understands the value of customer experience and with pioneer vision has deployed HappyOrNot Smiley Terminals to get instantaneous customer feedback right in the store. The Smiley Terminals are easy to install, fun to use, and in non-evasive way invite customers to participate by giving their opinion of overall experience and rate customer service. Ramiro Quintanilla explains: “Excellence in service has always been our #1 goal and customer experience became our main Key Performance Indicator in June 2014, when we deployed HappyOrNot as first car dealership in North America. We are happy to see continuous improvement in our satisfaction levels. When we started HappyOrNot in June 2014, 77% of the customers who gave feedback (nearly 500 customers) were satisfied with our service. In May 2015, 85% (from nearly 800 customers) were satisfied. We aim for 100%. It is the customer satisfaction that defines our future success and that is why we incorporated the use of Smiley Terminals to get feedback quickly and efficiently. Having Smiley Terminals serves us twofold: it reminds staff to be courteous in providing excellent customer service and encourages customers to participate as it is fast and user friendly. It is also our intension to know the staff performance level throughout the day, hour on the hour– that is why we need to measure our excellence or lack of it, every service hour as opposed to a monthly or annual basis. With HappyOrNot this is possible”. Managers of stores get valuable daily, weekly and or monthly reports on all of customer traffic feedback and improve their service and staff training accordingly, based on the hourly accuracy. Todd Theisen, EVP Sales & Business Development HappyOrNot Americas Inc., illustrates the importance of HappyOrNot Service as follows: “In the car dealership business, perhaps more than in any other industry, customer feedback is extremely important. Instead of sales personnel asking and pleading for positive customer feedback at the end of the sale, staff and managers specifically, can get authentic customer feedback in a matter seconds and evaluate each day’s results with the HappyOrNot intelligent reporting and measuring service tool. I invite dealerships across the country to inquire about our fixed, low cost pilot program, where with small investment, store managers can reap greatest rewards.” Dealership managers across US are concerned with their store performance and pondering these questions every day. How are my customers feeling when visiting the store? How competent is the sales staff? Will customers share their experience with friends and family and recommend us? Was service wait time too long? All these questions can be answered on the spot with HappyOrNot Smiley terminals. South Texas Buick GMC invested in HappyOrNot service and wants all existing and new customers to know that the dealership deeply cares about their performance and each customer opinion matters. About South Texas Buick-GMC South Texas Buick-GMC has served the automotive needs of Edinburg, Rio Grande, Mission, McAllen, TX for the past 13 years. Our reputation is built on customer trust, and we work hard to earn that trust every day. We are just minutes from McAllen Miller International Airport and this makes us an excellent Hidalgo County Buick GMC dealer. Our extensive new and used Buick and GMC truck, car and SUV inventory is online for our client´s convenience. More information online: http://www.southtexasgmc.net About HappyOrNot HappyOrNot helps its clients to develop their service experience and sales through continuous monitoring and reporting on customer satisfaction levels. We serve such sectors as retail, traveling and transportation, outsourcing services, healthcare and wellbeing, HoReCa, financial services, automotive, and public and governmental services. The HappyOrNot service has received several awards and recognition by major media such as Daily Finance and USA Today, and featured on Fox Business, Bloomberg International and U.S., and CNBC. HappyOrNot is currently being used by over 1,500 retail and service chain organizations across 60 countries. To learn more, visit www.happy-or- End
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