Case - Differential Indifference

April 12, 2012

Case- Differential Indifference

1. As a customer the first thing that I would do is call the dealership and tell them the problem I am having with my car. If I was instructed to have a towing company tow my car to their dealership I would make sure they are paying for the tow. I would then want the dealership to look at my car ASAP and tell me what they are going to do to fix my car. I would have not signed any paperwork unless it was stating that the service they did to my car to fix it was free. I didn’t like how Jill had to wait a few days to hear back from someone and when she did they were not helpful at all. If they could not fix my car in a timely manner I would have asked for someone in higher management to talk to. She had to drive far and use her husband’s vehicle to get around. I would have asked for a rental car if they could not fix my car within a day or two.

2. If I were a manager at that dealership I would have treated Jill ten times better than how they treated her. I would have listened to her and made sure that the service department was working on her car in a timely manner. My first thing I would have done would be apologize to her and see what actually caused the problem to her car. I would have sent out a towing company to have her car towed to the dealership. After reviewing the problem I would have called her and tell her what we were going to do to fix her car. If we could not have the car fixed in a day, I would then see if we could let her rent one of our vehicles until her car was fixed. After fixing her vehicle I would make sure she would have no cost since it was our error. Then since we caused this problem I would give her some free service coupons for her car. The last thing I would do is have her car washed and wiped down.

3. The strategies that I would implement to improve customer service at