Lexus is raising its customer relationship level by partnering with dealer to create two new certified dealership positions.
The Japanese luxury brand, who has earned top position in the J.D. Power and Associates Customer Satisfaction Index for the past four years in a row, has announced Thursday to create the Vehicle Delivery Specialist and the Vehicle Technology Specialist to enhance its customer relationship.
“With the advent of more technology in luxury cars, customers often have questions about their navigation system, establishing a Bluetooth connection for their phone or managing other telematics systems,” said the Lexus group Vice President Mark Templin.
“While we’re happy to answer their calls, we think it will be much more beneficial to have experts at our dealerships who can establish and maintain relationships with customers to answer any questions about their cars,” Templin explained.
Lexus introduces that the Vehicle Delivery Specialist (VDS) is the newest program to introduce shoppers to their new cars and review the features of each and individual vehicle. The Vehicle Technology Specialist (VTS) will act as a platform to serve as a resource for shoppers, if they have any queries about how to use the advanced functions of their vehicle.
Vans Salisbury, Lexus college dealer training manager, said the idea is to give the customers “what they want it, when they want it, and how they want it.”
“Lexus customers are becoming more and more technologically savvy and we want our dealership associates to be able to communicate effectively with them throughout the sales, delivery and ownership process. Customers can access the information on their own, come in to the dealership or contact their dealership via phone, e-mail or iPad to get the answers they need. The idea is to give them what they want, when they want it, and how they want it,” said Salisbury.
With more importance to customer-facing positions, Lexus is applying the philosophy of “takumi” which translates as master craftsman to their own jobs. Under the new program, dealership associates are trained to treat customer service as a craft and are given advanced tools to help them go the extra mile with customers.
See Now: OnePlus 6: How Different Will It Be From OnePlus 5?
