About Car Buying

Helpful Hints for Car Dealership Customer Service

Maybe you’re dissatisfied with your new car, or maybe with the dealership that sold it to you. Whatever it is, you’re left unhappy with your recent experience buying a car, and feel like the customer service you received was below par. Yet despite your efforts, you can’t seem to make your voice heard and get your problems resolved. Here’s how to get the best service possible from your local car dealership.

The first place to start looking for a solution is at your local car dealership. They’re the ones in the best position to take care of your problem, and the ones most motivated to do so. Local dealerships know that providing good service and creating trust is the best way to create a lifelong customer. Statistics have shown what car dealers and manufacturers know from experience, which is that providing excellent service and solving customer problems achieves what advertising only tries for, which is to create a satisfied and faithful customer.

Your local dealer is far more likely to help you if they believe this transaction will benefit them. This is especially true where there is a cost to the dealership involved in solving your problem. If they’re investing money in keeping you happy, they want to know there’s a reasonable chance they’ll earn that money back later through your repeat business. The best way to prove you’ll be a good customer later on is to prove that you’re a good customer right now.

A great way to prove you’re a great customer is just to be nice and polite to employees at the dealership. No one wants to help the guy who’s ranting rudely, but they’ll gladly lend a hand to someone who asks nicely. Simple courtesy can get you a long way! Get on the employees’ good side, and you’ll be surprised how much easier it is to get quality service.

If there is one person you should talk to about your customer service problem, it’s the dealership’s General Manager (GM). GMs are authorized to do almost anything to maintain excellent customer service, and they can be an incredibly useful person to talk to. They are able to get senior executives on the phone at short notice, and are themselves professionals experienced in solving customer service problems. They are essential to contact if you’re looking to get the manufacturer to do something for you.

In the rare case that speaking with the GM of your local dealer doesn’t work, the next step is to call the manufacturer’s customer service hotline (the number can be found in your owner’s manual). You should try to contact the local regional office as well. While the local regional office will probably just refer you to the national hotline, you may be able to speak with a regional Toyota executive. Persistence is key.

So, to summarize, if you have a new car customer service problem, your local dealer is your starting point. Make sure to ask to speak with the general manager, and to be nice to everyone you speak with. If the local dealer doesn’t get it done, try working with the manufacturer’s national hotline. Finally, call your manufacturer’s regional office. As long as you’re persistent and pleasant, you’ll get the best possible customer service.

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