Aftersales Forums A Great Success
Published: 14th May 2004
David Collis, Fiat Auto UK aftersales director says: "Aftersales is a critical part of our business and makes a healthy contribution to our profitability. We are making great steps forward with our Aftersales programmes in order to achieve greater customer satisfaction, but we are not stopping there. What we want to achieve for our customers is nothing less than Customer Delight."
The forums included ‘breakout’ sessions in which independent consultants discussed key aftersales topics with the delegates; these included Customer Retail Experience; Parts Opportunities; Marketing within the Independent Motor Trade Sector, and Process Engineering in Aftersales.
Feedback from within the dealer network has been dramatic, with scores of favourable comments on how useful and worthwhile the forums had been. David Hogarth, a member of the Fiat Dealer Council, says: "Most dealers I have spoken to were very interested to hear the ideas and proposals put forward. Personally, I found it very thought-provoking in a positive sense and will act quickly upon some suggestions I haven’t thought of before."
Over 400 delegates attended the forums, which were held at St James Park, the home of Newcastle Football Club, Villa Park, Aston Villa’s ground in Birmingham, and Ascot Race Course.
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