Chrysler Customer Care Another Key Part of Company's Positive Momentum
December 12, 2011
In less than two years, Chrysler Group has turned itself around with new and refreshed products across its Chrysler, Jeep, Dodge, Ram, Jeep®, SRT and FIAT brands. Interior comfort has improved. MPG has increased. Quality levels have risen.
And, the customer service experience, which is part of the Mopar® umbrella, has improved right along with the rest of the company.
Chrysler Group's customer service operations -- dubbed Customer Care -- handles inquiries from customers, shoppers and our dealer network. The calls that come in range from shoppers seeking general or vehicle information to customers seeking assistance with their vehicles.
In addition to a Customer Care center at our Auburn Hills, Mich., headquarters, there are operations in Southfield, Mich., Salt Lake City, Utah, and Chatham, Ont.
Like other Chrysler Group operations, Customer Care is constantly reviewing and monitoring its progress. In fact, it has numerous key performance indicators (KPIs) it measures, including:
Average time to answer calls: 70% improvement in speed in 2011, compared to 2010
Average time a case is open: 25% decrease in time in 2011, compared to 2010
But, don’t think that Chrysler Group Customer Care representatives are just sitting by their phones waiting for them to ring. During the past year, Customer Care reps have been more proactive with customers by contacting them, such as with safety recalls.
Head of Customer Care Paul Alcala explained that six months after a safety recall has been issued, Customer Care calls customers who have yet to have their vehicle serviced. Customer Care reps work with customers to get the necessary repairs scheduled at a dealer.
Alcala said that since recall work is covered by the company, the outreach effort is more about ensuring customers’ vehicles operate as they are designed to than about generating revenue.
Another way that Chrysler Customer Care is being proactive is through various enthusiasts forums. In the summer, Customer Care started a social media program and has representatives actively involved in several forums handling customer questions from routine maintenance to trouble with vehicles. In the coming months, Customer Care will continue to expand its social media involvement.
While our customers are privately noticing the one-on-one attention, many are publicly talking about it as well via their social media channels, as in the above example.
As a reminder, if you need to reach any of our Customer Care offices, it's best to contact them using the brand-specific numbers below.
Chrysler: 1-800-Chrysler (800-247-9753)
Jeep: 1-877-IAM JEEP (877-426-5337)
Dodge: 1-800-4A-Dodge (800-423-6343)
RAM: 1-866-RAM-INFO (866-726-4636)
FIAT: 888-Ciao-Fiat (888-242-6342)
The Chrysler Customer Care offices are open Monday through Friday, 8 a.m. - midnight ET, Saturday, 9 a.m. - 5 p.m. ET, and Sunday, 9 a.m. - 5 p.m. ET (except national holidays).