CUSTOMERS DESIGN CHEVROLET COMPLETE CARE PACKAGE
Chevrolet may be one of the most recognizable brands in the world, but it wants people to know that it has a very human side.
“We don’t want to be viewed just as ‘a company’ or ‘a brand’. Chevrolet is made up of real people who are making real promises to real customers to care about them, their vehicles and their communities. This is the Chevrolet Complete Care pledge,” said Mohammed Al Fayyad, Customer Care and Aftersales Director for General Motors Middle East.
He added, “We wanted to show, not just tell our customers that we care. One of the ways we did this is was by listening intently to what customers wanted from their ownership experience. We let the voices of our customers drive what we would include in our new aftersales program”
The aftersales aspect of Chevrolet Complete Care is based on extensive research, focus group insights and customer feedback and suggestions.
The research showed that the number one thing people wanted was convenience. Chevrolet now guarantees that customers can get an appointment at one of their service centers within two days and that scheduled maintenance on their vehicle will only take 60 minutes.
The element of trust was also a key insight from customers.
“We want our customers to trust in the quality of our vehicles and services, which is why Chevrolets carry a three year manufacturer’s warranty, and we guarantee that only genuine GM and ACDelco parts will be used,” said Al Fayyad.
“Owners can also trust that we’ll keep the cost of ownership competitive and transparent. We openly display our scheduled maintenance prices at our service centers, and we consult fully with our customers so they know what the costs will be before any work begins,” he added.
Chevrolet also extended its four-year, 24/7 roadside assistance program so that it is region wide as part of the Chevrolet Complete Care package.