We place a great onus on dealership customer service, concern resolution; follow up, documentation and utilising a cutting edge customer relationship management (CRM) database at Impératif.
We appreciate that customers in the highly competitive automotive industry must be treated with the utmost consideration and tact.
We understand that we get only one chance to serve the customer during a complaint and the way we do that certainly holds a bearing on a car buyers loyalty, next vehicle purchase decision or determines how the customer represents your dealership via word of mouth.
Therefore, it is Impératif’s mission to ensure that every concern is investigated ‘in depth’ with the car dealership and any internal departments to ensure that we have taken every possible step to reach an amicable resolution.
At Impératif’s we are not a typical outsourced call centre concerned by money saving metrics such as ‘average handling times’ or other call centre statistics, we are concerned with customer satisfaction.