Chrysler is setting up toll-free telephone lines for its Chrysler, Dodge, Jeep and Ram brands that, starting next Monday, customers can call not only to complain about problems but also to book test
drives or ask questions about warranty coverage.
Each of the brands will measure how quickly and effectively it -- and its dealers -- solves problems. The goal is to solve problems
within 24 hours of the first call. An outside company, Convergys, will handle the calls at centers in Salt Lake City and Windsor, Ontario.
"The communication today is between the
customer and the corporation," says Pietro Gorlier, Chrysler's customer care chief executive. "This step will move the model between the customer and the brand." Gorlier set up similar programs when
he was in charge of customer care for Fiat's brands in Europe.
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