HOLIDAY Autos has combined its customer relations and customer services teams to improve response times to clients.
From this month, the new 25-strong customer services team has undertaken to deal with, and settle, any grievance within 48hrs of it being reported. The customer relations team previously had 28 days simply to acknowledge a complaint.
Managing director UK and Ireland Tony Seaman said:”There will be some cases when we will need more than 48hrs, such as where serious damage has been done to a car, but if that is the case we will contact the client and tell them. I am confident that 98% of complaints or queries will be turned around in two days.”
Seaman said most complaints relate to disputes over petrol usage and the quality of the car.
Previously staff had to go back to the supplier to discuss a complaint. In order to meet the new target, the team has been trained and authorised to tackle a problem instantly. “They will be able to deal with the problem on the phone and if the customer has written to us we will get a response back the same day,” he said.
“In that case, we will try to phone the customer to tell them what we have done.”
Seaman said all grievances are now logged on a computer and will be printed out each month.
This will improve quality control as Holiday Autos can see which suppliers cause most complaints.
The merged team will continue to deal with initial after-sales queries, as handled before by customer services.