Customer satisfaction is a process that starts with the first impression a customer has of our business and involves every employee. Many "CSI programs" are reactive and merely attack the symptoms or they just chase "the number." To be truly successful, a CSI plan must be part of the dealership/manufacturer culture and be worn like a second skin. Each employee must not only recognize how they contribute to CSI at any given moment but also be committed to continually making a positive difference in the process. Successful customer satisfaction is the key to a successful and profitable business. |