Volkswagen Group Australia acknowledges that its after-sales service needs improvement
Earlier this week, Volkswagen Group Australia (VGA) admitted - at an event marking the local launch of the Volkswagen Golf GTI Mk7 - that it needs to improve its after-sales services.
According to VGA, the company needs to ensure that customer service issues are resolved more quickly, while also reiterating its commitment to measures which will improve dealer engagement with customers.
Speaking at the Volkswagen Golf GTI Mk7 launch event, VGA's managing director John White said that one of the key challenges which VGA has had to face, as a result of its increased sales, is to deal with issues from a "customer satisfaction perspective."
White said that the realization which has hit VGA is that while it has had a "very very significant growth over the past few years," one of the aspects which the company needs to pay attention to is its deal network and its infrastructure.
Noting that VGA acknowledges the fact that "we need to have a quicker resolution of customer issues," White said that the company has installed what it calls a `customer first' manager; and is "in the process of bringing in very clear and specific standards for all dealers to follow with a strong focus on training and qualification, focusing on increasing our servicing capacity to better service customers."
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