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Chrysler Group LLC To Open Dedicated Brand-specific, Toll-free Customer-care Phone Numbers

* Move Mirrors Fiat Approach to Customer Care

Auburn Hills, Mich. , Jan 11, 2010 -

Chrysler Group LLC is tearing a page out of Fiat’s customer-care approach. On January 18, the company will open dedicated brand-specific toll-free customer-care phone numbers in the United States for Chrysler, Jeep, Dodge and Ram brands.

“In an effort to personalize our service and match customer expectations, we are creating distinct points of contact for our Chrysler, Jeep, Dodge and Ram customers,” said Pietro Gorlier, President and Chief Executive Officer - Mopar Service, Parts and Customer Care, Chrysler Group LLC. “From a service standpoint, we want to add more value to our customers’ experience with our vehicles. By establishing dedicated toll-free phone lines for each of our brands, we are creating a one-stop shop for customers to get specific information about their vehicle and promptly resolve any issues they may have.”

In addition to enhancing customer service, brand-dedicated phone numbers will enable the company to quickly identify, track and resolve issues.

Following are new dedicated, toll-free U.S. phone numbers for each brand:

* 800-CHRYSLER (800-247-9753)
* 877-IAM-JEEP (877-426-5337)
* 800-4ADODGE (800-423-6343)
* 866-RAMINFO (866-726-4636)

New contact information will be sent to existing Chrysler, Jeep, Dodge and Ram owners whose vehicles are still under warranty. The information will also be included on each brand website and in 2010 DVD owner manual and quick-reference guide information. The existing customer-care line (800-992-1997) will also remain in operation.

About Chrysler Group LLC
Chrysler Group LLC, formed in 2009 from a global strategic alliance with Fiat Group, produces Chrysler, Jeep, Ram, Dodge, Mopar and Global Electric Motorcars (GEM) brand vehicles and products. With the resources, technology and worldwide distribution network required to compete on a global scale, the alliance builds on Chrysler’s culture of innovation – first established by Walter P. Chrysler in 1925 – and Fiat’s complementary technology – from a company whose heritage dates back to 1899.

Headquartered in Auburn Hills, Mich., Chrysler Group LLC’s product lineup features some of the world’s most recognizable vehicles, including the Chrysler 300, Jeep Wrangler and Ram. Fiat will contribute world-class technology, platforms and powertrains for small- and medium-sized cars, allowing the Chrysler Group to offer an expanded product line including environmentally friendly vehicles.

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To address ailing image, Chrysler sets up phone lines
January 11, 2010 - 12:01 am EST

DETROIT -- Chrysler Group, keenly aware of its reputation for mediocre quality and service, wants to hear what its customers are thinking: the good, the bad and the ugly.

The company has set up toll-free telephone lines for its brands -- Chrysler, Dodge, Jeep and Ram -- that customers can call starting Monday, Jan. 18. Chrysler wants to address issues as fast as possible, says Pietro Gorlier, Chrysler's customer care chief executive.

The initiative echoes similar programs Gorlier set up when he was in charge of customer care for Fiat's brands in Europe.

Each brand will have its own phone number and will be responsible for developing its own methods. The company has hired an outside contractor, Convergys, of Cincinnati, to handle the calls at centers in Salt Lake City and Windsor, Ontario.

Says Gorlier: "The communication today is between the customer and the corporation. This step will move the model between the customer and the brand."

Gorlier says the phone lines aren't just for airing grievances. Customers also can use them for broader purposes, such as to book test drives or ask questions about warranty coverage.

"It is important to underline the concept of customer care, not necessarily customer complaining," says Gorlier, 47, who already has started picking up customer calls himself.

Dave Sargent, vice president of automotive research for J.D. Power and Associates, says the phones lines are a "good idea. For a company like Chrysler, who is fighting tooth and nail to keep every customer they've got, it can help if it's executed well.

"I think it's fair to say they still have some work to do, particularly in the product quality and reliability area. Our metrics have them improving, but with some way to go even to catch up with Ford and GM."

Sargent says Chrysler must be careful to manage customer expectations: "If the customer expects them to do something, they don't want to be palmed off."

Gorlier says each of Chrysler's brands will measure its performance -- and the performance of its dealers -- to determine how quickly and effectively it solves problems. He says Chrysler would like to provide customers with a plan for addressing their problems within 24 hours
of the first call.


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custormer care

I followed this advice and was assigned a customer care service representative. She initially was proficient in coordinating my problem(transmission under warranty)w/ a local dealership. She subsequently stop returning my telephone messages and closed out my complaint w/o any work being done on my vehicle. The vehicle according a Dodge mechanic was transmission related (whistling noise). Service manager denied any repairs since the noise could not specifically be located/determined where in the transmission it was coming from. Service manager stated Chrysler told them not to drop the transmission any not to perform any work. I have to wait until the "whistling "noise becomes more pronouce. So much for "Chrysler Customer Care".

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Chrysler Customer Care

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

Reaching out

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).
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