Pathetic CRM by Nissan, Extremely Non-Cutsomer Friendly Customer ...
NISSAN Customer Service and After Sales Service needs Immediate Attention at Nissan - Sales and service Outlet ( A-30, Mathura Road -Now closed and later Kaizen Nissan - D-12, Okhla Phase -1, New Delhi ).
When the Car went for Service in the first year (after 6 months) - The Car Booklet - Car Docs with service track and coupons went missing from my car. Initially, it was not heard and post-intervention from body shop manager...it was resolved.
Now that the service center has been closed, I had to search for another center nearby .... Went there and discussed for some body shop work and service elements with the Staff ... First of all the body shop Advisor was very rude in his manner he spoke and same was the case with the Service advisor and tried to put all the possible negative concerns or apprehensions in mind about different parts and the car service was delayed by me....and the estimate was raised like anything
Post that I called for CRM ( Customer Relationship Manager) and shared my experience with her..(Previous and current). Also conveyed, that I Look forward to a good experience, customer service, and relationship management. CRM manager tried to convey that you shall have a good experience etc. Since my coupon went missing.. they would try to give some discount on Labour charges Some RM shall give a call and book for service.
Once I stepped out of the Workshop ... received a call from to book for service, she spoke in a manner as if "They were obliging the customer by booking for the service and didn't acknowledge at all about the conversation held with CRM manager".
Post that, I wrote an e-mail to the RM manager to highlight the same ... To my complete surprise - No part of my meeting with the CRM manager was acknowledged...The minute I stepped out of the Outlet, they all showed their colors.
Further, the e-mail was replied by some RM and not from CRM manager desk.
Does Nissan consider themselves as India's top brand or they don't bother about their After Sales Service in India and what about the CRM ???
Does Nissan's National CRM head has closed his eyes to this?? Or Nissan's MD has ever bothered about customer's experience??
- 5 Likes
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