Express Auto, an automobile mega-dealership with more than 600 employees that represents 22 brands, has just received
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Express Auto, an automobile mega-dealership with more than 600 employees that represents 22 brands, has just received a very discouraging set of survey results. Customer satisfaction scores have fallen for the ninth straight quarter. Customer complaints include:
- It was hard to get prompt feedback from mechanics by phone.
- Salespeople often did not return phone calls.
- The finance people seemed “pushy.”
- New cars were often not properly cleaned or had minor items that nee
ded immediate repair or adjustment. - Cars often had to be returned to have repair work redone.
Table 12-3 describes Express Auto’s current compensation system. Select one of the five teams in column one (Salesforce, Finance office, Detailing, Mechanics, Receptionists/phone service personnel). Analyze the compensation package for the team of your choice and address the following questions. When you answer the questions, you may also mention other Express Auto Teams.
- In what ways might your team’s compensation plan contribute to the customer service problems?
- What recommendations would you make to improve the compensation system in a way that would likely improve customer satisfaction?
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10th Edition
Authors: Harold Kerzner
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