New Contact Centre is the focus for further improved customer service
Posted on 17 Feb 2009
Jennings Motor Group has launched a new initiative with the aim to further improve customer service.
The new Contact Centre, currently based at the group’s Eslington Park dealership in Gateshead, has been set up to specifically deal with enquiries from prospective internet purchasers.
Delighted to launch the new initiative, Nas Khan, managing director of the Jennings Motor Group, said;
“Thanks to today’s advanced technology, more people are doing their homework via the internet before making that final purchasing decision on a new or used car.”
“As a result of the sheer volume of internet enquiries we receive on a daily basis, we decided to set up the new Contact Centre initiative with the main objective to further improve customer service as a result of enquiries being filtered and processed within an allocated timescale, thus providing customers with a prompt and professional response.”
Customer service is of paramount importance to Jennings Motor Group, having been the recipients of the Chairman’s Award, one of Ford’s most prestigious awards for customer satisfaction, 13 times over the past 15 years.
Headed by group internet sales co-ordinator, Craig Robinson, from Washington, the Contact Centre team consists of Gurmal Singh, from Fenham and Andrew Diston, from Easington, near Peterlee. The new team will also receive technical assistance from Dale Gillespie, group internet analyst and the IT team at Gateshead.
In addition to the volume of prospective sales enquiries, it’s also evident to Jennings Motor Group that those customers making the enquiries are also prepared to travel the length and breadth of the country in order to secure a deal on a decent motor.
Nas Khan, went on to say; “Obviously, the model and the price have to be right for the customer, but the common denominator seems to be the fact that customers from the more southern parts of the country are prepared to travel to the North East because of the friendly and attentive customer service they receive.”
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