Customer service is important to your organization’s success; it doesn’t what where you work. CarGurus released a study regarding consumer’s top 5 complaints when it comes to car dealers.
#1 No response. Customers call or emails regarding a vehicle or issue but never hear back from the dealer.
#2 Bait and switch. This has been used by a lot of car dealers for years. The dealer advertises what seems like the perfect car and the right price only when you inquire about the car it has “just been sold”. It’s important to remember that sometimes if a dealer says that a car you are looking at has “just been sold” it might be true.
#3 Inconsistent communication. This happen consumers work with multiple employees at a dealership especially from different departments.
#4 Employee’s attitudes. No one wants to buy a car from someone who is rude or arrogant. It makes it even worse when they try and pressure customers into buying on the spot. People just want to be treated with respect and honesty.
#5 Wasted time. The worst is when someone drives to the dealership from a distance but the car they come to see is not available. Customers don’t like to wait in general. It doesn’t matter if you are in the checkout line at Wal Mart, having dinner at Pizza Hut, or buying a vehicle. No one likes the feeling of their time being wasted.
