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customer service

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    Report: Mercedes dealers authorized to spend $2,500 on perks for S-Class customers

    If you drop $100,000 on a luxury sedan, it seems only reasonable to receive some preferential treatment at the dealership you purchased from. After all, that price isn't just for the car – you're paying for the brand and all the cachet that entails. For Mercedes-Benz, those benefits have ...

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    Study: Satisfaction with dealer service rises, Lexus and GMC are tops

    During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition – things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first ...

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    Report: Chrysler suspends incentives, penalties for dealer customer service

    Last December, J.D. Power's Sales Satisfaction Index Study ranked Chrysler's Jeep, Ram and Dodge brands at the bottom of the list. The Chrysler brand itself fared somewhat better with a ranking of nine out of 19 brands. With those scores in mind, Chrysler execs deduced that their customer ...

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    Official: Lexus, Mini take home dealer satisfaction laurels in latest J.D. Power survey

    When it comes to handing out awards, nobody works harder than J.D. Power. With surveys concocted to measure dependability, brand reputation, customer retention, quality, and whatever else the company can dream up, we sometimes wonder whether the company's plaudits aren't becoming a little like ...

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    Nissan may one day replace customer service phones with Facebook

    Facebook's never-ending quest to unseat Google and officially take over the world may soon get a boost from a somewhat unlikely source: Nissan. The Japanese automaker created its Facebook page way back in 2009 and, as of today (August 8, 2011) has close to 300,000 fans. And, as you may expect, ...

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    VW America creates new role: VP of Customer Experience

    Volkswagen took another step to plug any holes in its quality-control loop by appointing a VP of Customer Experience. The new position is being filled by Mark Barnes, who moves over from his role as COO and head of sales for VW of America. The point is to create a "a systemic approach to better ...

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    Lexus, Mini top J.D. Power customer service survey

    J.D. Power and Associates has just released the results of its latest customer service survey. Lexus managed to take home the luxury crown for greatest customer satisfaction in the service department while Mini snagged top honors among mass-market brands. According to J.D. Power, one of the biggest ...

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    Cadillac jumps into free maintenance game with 2011 models

    2011 Cadillac CTS coupe – Click above for high-res image gallery
    Cadillac has decided to jump into the free scheduled maintenance game with a four-year/50,000-mile deal for all buyers of 2011 models. Cadillac's announcement comes just days after Lincoln decided to provide free service to ...

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    Report: GM scouring Internet for customer complaints and responding

    File this one under, "See What Happens When You're Hungry?" General Motors has created a dedicated team of customer service agents whose sole job is to track down company and product mentions, good and bad, in the social-mediasphere. If the mention is a bad one, the team will attempt to connect ...

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    Arrogant much? Dealer tells woman go back to VW, you don't deserve a BMW

    According to a woman named Raquel, Brecht BMW in Escondido, Ca. may be one of those dealerships that considers customer service a necessary evil. Take note that the following story is a one-sided account, and Brecht wasn't contacted for their side of the story.Raquel had a 48-month lease on a ...

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    Lexus dealers have an idea, get cash

    Lexus is looking for a few good ideas. And they are willing to pay big bucks to get them. As part of its new campaign, which Lexus is calling its "Pursuit of Innovation Award," the automaker will be handing out four regional awards of $50,000 each for innovative customer service improvement ...

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    Saturn delivers. Test drives, that is.

    Besides the nifty new Astra and Vue Red and Green Lines, the Chicago Auto Show will see the debut of something else new from GM's Saturn division: the "Test Drive at Home" program. Rather than dragging the whole family down to the local dealer to get an abbreviated ride around the block, Saturn ...

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    MINI owners get special service at BMW dealerships

    When BMW launched the MINI brand in the U.S., the vast majority of the cars were, naturally, sold and serviced out of BMW dealerships. In fact, only eight of MINI's 80 dealerships are standalone.The success of the brand in the U.S. shows that this strategy was certainly not an impediment to sales, ...


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