Customer First Award For Excellence
Congrats to Heritage CDJR Owings Mills for receiving a manufacturer award from FCA.
Congratulations to Heritage Chrysler, Dodge, Jeep, Ram Owings Mills for receiving the Customer First Award for Excellence from Fiat Chrysler Automobiles (FCA). FCA created this award in an effort to improve customer satisfaction, specifically focusing on the sales and service experience, employee training and facility condition.
To create a more positive customer experience, dealerships need to achieve goals in five core areas in order to earn the Customer First Award for Excellence:
- Performance: Achieve required high level of satisfaction in customer sales and service
- Customer Processes: Develop and execute processes, including sales negotiation, delivery, customer follow-up, service advisor experience and repair quality
- Facility: Professional, clean and comfortable appearance of the dealership
- Training Certification: Maintain a high level of training and professionalism throughout the dealership (sales, service, parts and technical staff)
- Employee Survey: Build teamwork and a positive working environment for all dealership employees
To win this prestigious award, CDJR Owings Mills maintained CSI for sales and service above the national average for 12 months; exceeded the assigned dealership MSR; conducted an employee survey and acted on the feedback received; maintained a FCA-certified dealership in appearance, and had at least 83% of all employees certified by FCA.
“I am extremely proud of our team for their hard work and dedication to reaching and exceeding the goals set by our manufacturer, and their desire to continually do business the right way by ‘putting the customer first’, Ben Messier, General Manager of CDJR Owings Mills said.
“Winning an inaugural award is always special; it demonstrates our strong team leadership that allows us to pull ahead of the pack, and the commitment and teamwork our team puts forth every day.”
Congratulations to Heritage CDJR Owings Mills for receiving the inaugural Customer First Award for Excellence.