Thousands of Chevrolet employees are going to the world’s happiest place. And it’s not just to spin until their heads fall off in an oversized teacup. It’s to get trained by a leader in customer service.
General Motors’ Chevrolet brand is trying to make a boost in California, a state where it has seen some of the biggest depletion in market share. It’s being outsold by Toyota, Honda and Ford, so dealers’ salespeople are going to learn about customer service from Disney, the Los Angeles Times reports.
The training is aimed at the big things, as well as the little ones. Just as Disneyland employees are taught to do small favors for parkgoers, Chevrolet’s staff will be told to make sure they wash a service customer’s car and put a cold bottle of water in the cup holder, the Times says.
GM North America chief Mark Reuss told reporters earlier this month that he plans to make a stand in California, the nation’s biggest car market. He says that GM made too many mistakes in the Golden State, taking customers for granted or not offering them a lineup of cars that would appeal to them. Now, with more small, fuel-efficient vehicles than ever coming to the lineup, Chevrolet is well positioned to make gains, he says. USA Today, 18 Oct 2011.
So what could better customer service do for Chevrolet? Here are a few customer service statistics:
An unhappy customers is 80% more likely to use your service again if the reason for their unhappiness is taken care of quickly and effectively.
A happy customer is much more likely to give you free advertising, by the tried and true word-of-mouth marketing.
70% of customers are willing to spend 13% more if they receive great customer service.
78% of customers have bailed on a service because of poor customer service.
59% of customers will try a new service if they believe the customer service will be better.
Bottom Line? Treat your customers well. They’ll keep coming back.
Statistics taken from Hyken.com.