Certification | Training | Process | Follow-Up | Dealership
Certification: DaimlerChrysler awards Five Star certification based on 100% compliance with these Five Star requirements: - Training Dealership requirements Customer follow-up Documented process
- Must meet Customer Satisfaction Survey requirements
DaimlerChrysler personnel annually validate dealership compliance to requirements. In addition, a third party audit is conducted by Underwriters Laboratories (UL) to ensure consistency in the Five Star process.Maintaining Five Star status is a continuous process, requiring self-evaluation in addition to ongoing reviews by DaimlerChrysler. If a dealership does not comply, the de-certification process begins and Five Star status is revoked.Customer Focus: Five Star dealers appreciate these report cards, known as "Customer Surveys." It's your opportunity to tell them what you really think about your Five Star experience. Did you get great service? Your Five Star dealer wants to know. Do you have a concern? Your Five Star dealer really wants to know. You're in the driver's seat when it comes to Five Star certification, because DaimlerChrysler grants this status only if a dealer consistently meets Five Star score standards on Customer Surveys. So when you see the Five Star sign, it means customers like you will receive great service time after time. Training: Continual employee education is required for a dealership to achieve and maintain Five Star status. Five Star training has two challenging requirements: - Dealership managers, customer contact staff and technicians must achieve individual Five Star certification by attending training courses specifically related to their job function. Training curriculum includes product information, vehicle diagnostics and repair.
- Dealer principals, management teams and their employees must attend Five Star Process Workshops where they compare their dealership's practices to the industry's best standards.
From mandatory classes to education workshops, everything Five Star employees learn helps them provide a satisfying dealership experience for you. Process: Five Star dealerships literally "map" each process that may affect your shopping experience. This includes: - Defining and documenting customer processes.
- Utilizing your feedback to continuously refine these processes.
Each step of the process is designed with you in mind, so you'll have a consistently positive customer experience whenever you visit a Five Star dealership. Follow-Up: Giving you great service doesn't end after you leave a Five Star dealership...It's just the beginning. After your visit, the dealership must contact you within seven days to ask about your sales or service experience. It's how they learn what they're doing right...and what they can do better. If there's a problem, they fix it. Then they determine what process change is necessary to ensure it doesn't happen again. Dealership: Five Star dealers examine their stores from your perspective to provide a comfortable, friendly, and inviting environment for you. This includes: - Regularly completing a comprehensive checklist on key areas in their dealerships.
- Conducting extensive routine inspections to ensure dealerships are well-maintained and meet your expectations.
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