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Bodsy
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Member Since: 06 Nov 2006
Location: In the Clubhouse
Posts: 21361
  
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| What feedback would you give on LR CS |
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Hi all,
I'm possibly going to a Service Strategy event in a couple of months, where I'll be providing 'thought leadership' on a couple of topics. One of the contributors in one of the streams is the Head of LRCS.
From a personal perspective, I'd like to be able to give some constructive feedback on the LRCS strategy, based on your experiences.
So can you list (summary!) what you would want to see happen at LRCS. I'm not talking about 'Get a proper handbrake', I'm talking about the way they make decisions, how communicative they are, methods of communication, additional steps you had to take as a customer that LR should have foreseen or helped with. Good and Bad really.
Not sure what will become of it, but it's an opportunity that I don't think should be missed.
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 9th Jul 2009 2:12 pm |
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SJR
Member Since: 09 Aug 2006
Location: East Manchester
Posts: 4030
 
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Maybe start by suggesting that there is more consistency in the Dealer network in representing the Land Rover brand properly, and not just using customers as cash fodder, without any concern as to how customer retention to the brand is being affected.
Suggest they replicate the very good things some dealers are doing (i.e Yeovil), and ditch the dealers who cannot deliver a quality service, maybe have a gold, silver , bronze rating of dealers against agreed (customer NOT sales) targets I believe that every human has a finite number of heart-beats. I don't intend to waste any of mine running around doing exercises.
Buzz Aldrin (1930 -
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| 9th Jul 2009 2:17 pm |
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Willy Eckerslike
Member Since: 12 Jan 2009
Location: N Yorks
Posts: 1612
 
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A way of feed back from customers real life experiences, say if 1 in 10 customers was voluntarily part of some monthly report scheme. A trend would start to appear, regarding reliability and user friendlyness, it wouldn't just be a complaints report but a genuine record of what Land Rover users felt, found, liked and hated. Club Pie n Pea
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| 9th Jul 2009 2:38 pm |
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NoDo$h
Member Since: 02 May 2006
Location: Finding new and exciting ways to milk badgers.
Posts: 19689
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1) LRCS should inwardly acknowledge that the internet allows people to compare notes, so a consistent approach to similar problems pays massive dividends in getting the customer "on message". Moving the goalposts after many months of allowing claims for a given fault because of the beancounters does NOT provide a consistent approach. This approach is akin the the FSA's "Treating Customers Fairly (TCF) strategy", whereby FS companies are expected to demonstrate common themes in root-cause and redress for like cases. The FSA has its faults, but this is one area I have a great deal of faith (and experience) in.
This message needs to be rolled out to the dealers, and processes put in place to ensure the dealer doesn't have any financial penalty/benefit from playing outside this process.
2) LRCS need to have regular feedback loops with LR regional warranty managers and come up with a strategy that doesn't penalise customers who take a valid fault to a dealership that has "allowed" too many warranty claims that month. While it's important to control warranty costs, there should be a clear and simple LRCS escalation channel for "known" faults that circumvent the usual traffic light system for warranty approvals/payments to dealers. Regular reviews with LRCS, warranty managers AND the engineering team, all of whom have a valid input to root cause analysis. This would benefit all parties in improving customer service and improving the product fix cycle while ensuring warranty costs are properly managed. Actually, you could split that into 2a and 2b 
3) LRCS call handlers should never, ever, EVER tell callers that they've never heard of that fault before. See point 1.
That's just an off the top summary. Given your background I'm sure you can fill in gaps but if you want more detail or a better thought through/presented version let me know. I know it's not considered "kind" to say no these days, but no. Just no, ok? And if it's not ok, still no.
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| 9th Jul 2009 2:55 pm |
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