GM India introduces ‘Chevrolet Seven Step Service Process’ to drive customer satisfaction

To improve customer satisfaction and service experience, General Motors India has announced the launch of the ‘Chevrolet 7 Step Service Process’, a renewed and valuable streamlined resource for Chevrolet dealers to ensure process improvements. Through this programme, GM India aims to strengthen its processes to support its network to meet growing customer expectations.

 The intention of having this manual is to guide the dealership staff through a concrete step-by-step process of attending the customers to ensure highest levels of customer satisfaction. The entire process has been explained step-by-step in the guide in a manner that is precise and understandable to each and every Chevrolet dealer executive across the country. GM India currently has a network of 262 sales outlets and 275 service stations to cater to the needs of the customers.

In addition, GM India has also launched the ‘Technician Ready Reckoner Guide’ to help Chevrolet dealer technicians in referring to technical information instantly. It includes critical repair, maintenance and diagnosis information of all Chevrolet vehicles sold in India.

General Motors India sold a total of 4,157 vehicles in November 2014 against 6,214 units sold in the corresponding period last year, which translates into a sales decline of 35 per cent year on year. The numbers also include 150 units of exports to Chile.

“Even though the lower fuel prices are encouraging, the interest rates remain sticky and inflation continues to be high. The outlook remains grim and it is very unlikely that passenger cars will post positive growth this fiscal under the current economic conditions,” said P Balendran, vice-president, General Motors India.

“Discounts are at their peak and sales of diesel vehicles are tapering off as the price differential between the two fuels is dropping sharply. Going by the market scenario, we expect the challenging times to continue till some major announcements take place in the budget to improve customer sentiments,” added Balendran.