1. The three elements of the service- product bundle for our company is our main focus because it’s what makes our company. Beginning with tangible service, in other words “what we do for our customers. In our company we provide top of the line customer service. Our representatives are entitled to greet the customers as soon as they walk into the dealership, also give the customer time to look around without feeling pressured. When the customer seems to be looking at one car with interest, one of our representatives would approach them and provide any information needed. We can determine if a customer is interested in one of our cars because we sell top of the line project cars, which is distinct from other dealerships which can be said manufacture more than one of the same car. We provide carfax, which include all the information of that car from the day it was manufactured. Also we allow our customers to test drive the car so they can get a hand on feel of how the car runs. Second element of the service product-bundle we deal with is the psychological benefits. We try to handle psychological benefits very delicate because our purpose is to sell our cars. Majority of the times customers are satisfied with the condition and special attributes of our cars, but one of the issues are the prices. We try to negotiate an even deal in which the company would make some profit but also the customer would be satisfied with a new vehicle. The last element of the service-product bundle is the physical goods, which can be described as “what can the customer carry away?” Well our customers can leave our dealership satisfied with a certified top of the line car. Also depending on the deal they get, our customers can also leave with certain warranties on the vehicle and maintenance packages.
2. Singh Auto World falls under the customer routed cell on the serving matrix, because of the high interaction with the customers when they sell cars. The employees receive a unique buying experience from the seller.
3. Employees have contact with the customer when the customers come to look at the cars, as well as when they have to come for further car services. The company incorporates technology by using the website, automated key systems, and technical mechanic tools. The way that the company incorporates focus operations is by having a salesperson do the selling of the cars, the mechanics repair the car, and the finance department handles credit loans. The company supports the employees by offering bonuses for selling cars or specials on cars.
3. Employees have contact with the customer when the customers come to look at the cars, as well as when they have to come for further car services. The company incorporates technology by using the website, automated key systems, and technical mechanic tools. The way that the company incorporates focus operations is by having a salesperson do the selling of the cars, the mechanics repair the car, and the finance department handles credit loans. The company supports the employees by offering bonuses for selling cars or specials on cars.
4. What types of service recovery and guarantees do they offer?
When customers are unhappy with service recovery, it often is because the company failed to understand the customers' cost and inconvenience. Along with refunds, credits, repairs and replacements. Singh Auto World’s electronically distributes complaint information gathered at its service center directly to the dealerships responsible for settling the dispute. The same information is also sent to the marketing research and engineering departments, which integrate the complaint data with additional research information.
Research showed that:
- Only 5 to 10 percent of unhappy customers complain after a service failure.
- Most customers are dissatisfied with the way companies resolve their complaints.
- Most companies fail to learn from their mistakes.
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