Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
Vérifié Client
Day of the appointment, getting to their location was easy enough, but they are in the back of a single lane alley. But it was still early enough in the morning that there weren’t many vehicles moving. Before I even got out of my car, there was someone to greet me and get some basic information from me. He escorted me to the in processing area, however there was already another customer being helped. So he directed me to the waiting area. The agent, Alvin, at the front counter acknowledged I was there and advised he’d help me right after he was done with the customer in front of him. True to his word, he helped right away. Alvin was very polite and patient with me as I called my FIL to speak with him. Alvin took some time to assess all the information and let me know that my vehicle probably wouldn’t be ready until later in the afternoon. I informed Alvin I had work that day and wouldn’t be able to pick my van. He said it was fine and I could leave it over night.
While at work Alvin reached out to me and let me know they had discovered some other issues before even getting to the transmission. He wanted to verify my email so he could send over a quote of the work order with parts costs and labor. He had actually sent me 2, one with basic things to cover and the other was a more advanced one (which of course would cost a lot more).
The next day, Alvin went into more detail about what was on the work order. He then took sometime to ask me what I plan to do with my van ie keep it or sell it. I let him know we were close to making the finals payments and suggested that if I do a trade in, take care of the essentials. But he said if I plan to keep it, I could do the more expensive items down the road. He also gave me different prices for generic parts and dealership price for parts.
As I was leaving Codi had brought my vehicle out and had it faced to the road so I didn’t have to back my van out of the narrow alley. Alvin was great, he let me know what it was fine if I needed more time to think about the repairs, because of course it would be costly. We’re a family of 7 and this is our main vehicle for family outings.
Alvin and Codi have wonderful customer service skills. I didn’t feel pressured to make a decision at that moment.