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 some Retailers will have a large number of affected vehicles, and a limited initial parts supply.

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

1) Give priority to customer owned vehicles over retail inventory vehicles.

2) Explain the situation to owners who come in for this service who have yet to receive the owner letter, so they won't be alarmed when they receive the notification.

3) Schedule repair appointments, so that parts are available when customers come in, and the repair can be completed as quickly and conveniently as possible.

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

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

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.