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Customer Satisfacción & Express Lane Bienvenido Lora Orlando, FL July 9-12, 2013

Customer Satisfacción & Express Lane Bienvenido Lora Orlando, FL July 9-12, 2013. Satisfaction/Actions based on VOC. Hearing Customer Voice Telephone Interview Over 400 Customers Over 80% reached. Staff Meeting Dealer Principal General/ Finance Manager Marketing Manager

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Customer Satisfacción & Express Lane Bienvenido Lora Orlando, FL July 9-12, 2013

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  1. Customer Satisfacción & Express Lane Bienvenido Lora Orlando, FL July 9-12, 2013

  2. Satisfaction/Actions based on VOC HearingCustomerVoice Telephone Interview Over 400 Customers Over 80% reached Staff Meeting Dealer Principal General/Finance Manager Marketing Manager After Sales Manager CustomerCare supervisor InmediateAction/Solutions. Extended hours Open new sites. EquipmentAdquisition Training or incentives Rework

  3. 60% RunawayfromDealerships Allbrands Prices Long waiting Burocracy ImprovedQuality Excelentresults. 1 hourservicefor CJDR Up sale byseeing 80% OtherBrands Limitedquickservices High profitability 30% Net 0 WarrantyClaims Avg. 500 Veh. per month FutureActions. Mopar partsallbrands Off roadaccesories Extended hours Mopar awareness Several locations

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