Suggestions For Ensuring Customer Satisfaction

SUGGESTIONS FOR ENSURING CUSTOMER SATISFACTION

As you know, Saturn's success hinges upon our ability to execute superior customer support throughout the ownership experience, especially when occasional corrective actions such as this are required.

Saturn recognizes that, because of the magnitude of this situation, some Retailers will have a large number of affected vehicles.

Retailers should have an "action plan" so that they can quickly perform the campaign procedure ... minimizing customer inconvenience. Some thought starters include:

1) Schedule appointments to avoid problems, so that the campaign can be performed quickly.

2) Attempt to "talk customers through" the interim service procedure on the telephone if they are not able to have the permanent corrective action performed immediately.

3) Attempt to schedule customers to come in during your facility's non-peak hours ... strong consideration should be given to extending service hours (evenings/weekends).

4) Utilize additional Retailer resources to minimize owner wait time and reduce inconvenience (e.g., leveraged service capacity).

5) Use the enclosed "Vehicle LOG-IN Sheet," rather than attempting to immediately open and complete CSO'S, if cars are "backing-up in the service lane." CSO's should then be completed later that day, as time permits.

6) Perform the campaign procedure while cars wait in the service lane.

Again, whatever "action plan" you choose, it is imperative that every effort is made to accommodate the owner. As always, please coordinate with the Saturn Assistance Center to help ensure customer satisfaction.