You have been hired by an auto dealership in Southern California who has had issues with customers switching to a competing dealership. The chief complaints of the customers are the following:
The auto repair bill was higher than quoted, as the dealership didn't include tax, or shop supplies in the original quote.
The saleswoman they interacted with wore funny looking shoes.
Customers calling in to schedule an appointment were on hold an average of twelve minutes, which frustrated them.
The service staff explained issues with the consumers' cars in a way that was filled with technical terms, thus confusing the customer.