Customer care at the heart of Maidstone Audi

Being part of Inchcape, one of the largest groups in the country, it is not surprising that customer care plays a large role in the success of the Maidstone Audi dealership. Based at the Wood Close site since 1998, the Audi team strive for customer satisfaction through years of experience and their culture of 'Keeping the customer at the centre of everything '.

At Maidstone Audi, and throughout the entire Inchcape group, customer satisfaction levels are measured by the Net Promoter Score system (NPS). Data is collected from comments and feedback from visitors to the dealership, which is then fed back to the Customer Care team. Information is compiled from both buyers and non buyers and covers a wide spectrum of the Audi experience. Feedback is collected on a number of areas, including the visitors initial welcome into the centre, through to the service they receive.

With nearly 4 years experience at Maidstone Audi, Customer Care Co-ordinator Sue Leach describes customer satisfaction as the core of the business. With annual targets set by the NPS system, this sets the benchmark for Maidstone Audi and the overall brand. Sue plays a unique role in the team, with her main focus devoted to ensuring customer satisfaction. In order to do this she works closely with the Head of Business, Bob Wallis to ensure any query is picked up and responded to within 24 hours.

Maidstone Audi, Customer Care Co-ordinator, Sue Leach, said:

"We are hot on how we handle customer queries at Maidstone Audi. As soon as I get into the office I have a feel of what the day will hold. My primary role is to make sure no query falls through the slats. I work closely with the Sales and Service Managers to follow up any query or complaint. I investigate each and every one we receive, and work with the team to ensure they are resolved as quickly and efficiently as possible for our customers".

With service level agreements in place, Sue Leach and the Maidstone Audi team are working together to ensure customer satisfaction and retention. Their focus, hard work and dedication have paid off as they feature in the top 20 Audi centres for customer care. Sue's own dedication to her role was rewarded in March 2011 when she received a Leading Light Bronze Award for her commitment and enthusiasm to her work.

Keeping customers at the heart of their business is the vision for the future of Maidstone Audi. Work is currently being carried out on their new site, which they plan to move to in 2012. The exciting new stateof- the-art dealership will be located off junction 6 of the M20. The building will boast a 17 car showroom, a 20 bay workshop with top-of-the-range facilities for both staff and customers and an exclusive suite for customers looking to customise their own Audi.

Sue Leach said: "The new site will allow us to provide an even better Audi experience, with extended facilities for customers and for staff. As we make the transition to our new premises, customer service will be as important as ever as we aim to make this as seamless as possible. With the move and the expansion of our dealership we are ensuring we keep our customers at the heart of our business".

The experts in Vorsprung durch Technik

Would you entrust your Audi to anyone who hasn't been regularly trained to Audi standards?

Our Audi Approved Master Technicians have undergone an impressive training programme to ensure they have the latest technical expertise for maintaining and servicing your Audi.

All of our Service Advisors undergo a specialist induction and training to ensure they are Audi professionals and able to talk to you about any issues you may have with your Audi vehicle.

What's more, we have so much expertise and experience in looking after Audi vehicles that we are able to make a note of your mileage and the state of your vehicle as and when we see it and predict when certain key events (such as new tyres or a cambelt change) may occur. As part of our duty of care, we will notify you in plenty of time should you wish to make an appointment with us.

Your convenience comes first

At Inchcape Audi you can choose from a range of convenient services that suit your needs. Why not book a 'service while you wait' appointment4 and enjoy our complimentary refreshments while your car is with us? Or, if you need to be mobile, take advantage of one of our courtesy cars which we can even collect and deliver to you4. We guarantee wecan service your Audi within 5 days without a courtesy car, or within 10 days if you need transport. We will also ensure your car is returned to you with a full wash and vacuum.

Audi Genuine Parts

Would you put a part into your Audi that wasn't the same quality as the factory fitted original? You can rest assured that only Audi Genuine Parts will be used on your vehicle. What's more, Audi parts and labour come with a 2 year guarantee5. We stock a wide variety of parts at our Dealerships so we are well covered.

We don't like surprises either

We believe strongly in transparency and there will be no hidden costs. For added peace of mind, we will give you a quotation over the phone for the work you have requested and email you the price confirmation. We'll consult you if any additional work on your car is needed when it is with us. We won't carry out any extra work without asking your permission first.

The Audi Stamp

Regular servicing is key to safeguarding your Audi's performance and a full Audi service history could help you preserve the future resale value of your car. Only the Audi Stamp will prove your approved Audi service history.

Getting better every time

We continually gather feedback from our highly trained Technicians and our customers to ensure Audi vehicles are running as they should. If necessary, we send this feedback to the manufacturer to make improvements (in the form of software updates) to help maintain the durability, performance, efficiency and safety you would expect from our cars. These updates will also ensure certain retrofitted products are correctly installed and function correctly (tow bar fitting changes the torque characteristics of your engine for example). Should your vehicle require a software update, we can ensure it is loaded onto your vehicle when it is with us.

The Results of the Audi A1 product placement at Bluewater.

The lucky winners name was Mr Warren Jenchner who won a 32gb Apple IPad in our prize draw.

Maidstone Audi promise to match any fitted tyre prices as quoted at Kwik-Fit.com.
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