Why is customer service important when getting a car?

Why is customer service such a vital part of getting a car?

why is customer service important when getting a car

When you are looking at getting a new car, you shouldn’t just be looking at the price. Regardless of whether you are leasing or buying, customer service is a vital part of the process.

Therefore, customer service is really important.

But, why? Why is customer service important when getting a car?

At OSV, we pride ourselves on our customer service. We understand what great customer service is, and how it is important when getting a car. So, in this article I will explain why customer service is important, and when you may need it.

Why is customer service important?

Customer service is the front of the company. If a company’s customer service process isn’t very good, then the company probably isn’t very good. It’s the point of contact for the consumer to the company as well as the point of contact for the other departments. So, there is a big risk of mis-communication if there is a weak customer service set up.

Good customer service gets good recommendations. And I have gone through companies based on recommendations, and they have always been better. Customer service is important when getting a car because there is so much to consider. Purchasing a car is a big decision, and it’s important you are clear about everything before you make that decision. So, having someone on the end of the phone to answer any questions or queries you may have is vital to you making an informed decision.

why is customer service important when getting a car

Why do I need to choose a vehicle broker with a good customer service process?

As I mentioned before, buying or leasing a car is a big decision. And there are a lot of things to take into consideration. So, what happens if you are unsure about something? Or you have a question that you want answering? You need to go through a broker with a strong customer service set-up to put your mind at ease.

For example, while we provide clear instructions on how to complete your documents, if you want clarification then you can call us and we can talk you through it. By doing this, we can ensure that everything can get sent off and your vehicle be on your way as quickly as possible.

Because if you fill your documents in incorrectly, this can greatly delay the delivery time of your vehicle. So you can understand why customers want it to be explained in more detail.

Another thing that customers query about is delivery time. When you buy something, you want to know where it is. And, there are a lot of things that can affect delivery time, so you need to make sure you go through a broker with a good customer service process so you can be updated regularly.

So as you can see, customer service is important. If you are unclear on any aspect of the car leasing/buying process, it’s good to know that you have someone at the end of the phone who can reassure you.

What are the risks involved in going through a company who doesn’t have a great customer service process in place?

If you go through a company who does not have a great customer service process in place, then you run the risk of unnecessary worry.

I worry about things a lot, and I would be constantly worrying about my car. So it’s nice to know that there is someone a phone call or an email away to reassure me. If there isn’t, then you could start to wonder how legitimate the company is. Unnecessary worry is the last thing you want when you are making a purchase as big as a car.

What should I look for when choosing a company to get a car from?

why is customer service important when getting a car

So, what sort of things should you look for when choosing a company? If we’re thinking about customer service, there are a lot of things that you should look out for. These include;

 

  • How accessible they are
    • For example, look at their website. Do they state how quickly they will get back to you?
  • Are you able to communicate outside of working hours
    • Can you email them?
    • Or request a call back?
  • Look at their reviews
    • This is key to finding a great company. Great customer reviews reflect great customer service.
  • Ask them
    • If you’re in doubt, ask them about their customer service process. Some questions I would recommend are;
      • How often will I hear from you?
      •  How will you keep me updated on the progress of my order?
      • What other costs are involved?
      • What is your process if my car is delayed?

 

So, there are quite a few ways to tell if your vehicle broker has a good customer service set-up in place.

Price vs. Customer Service: What’s more important?

We’ve spoken a lot about customer service. But, does great customer service come with a price?

We’re going to be honest with you; a great price is not always accompanied by great customer service.

While the price may be incredible, the customer service could be the opposite. And you run the risk of being left in the dark when faced with potential challenges. From speaking to customers who have had bad experiences in the past, some of the challenges they faced were;

why is customer service important when getting a car
  • Extra costs that were not made clear at the beginning
  • Delays
  • Being quoted a price that did not include everything they needed

Some of these can be eliminated by going through a broker with a good customer service process. Others, can easily be sorted with the help of a great customer service team.

So, is it worth the hassle and the unnecessary worry just for a slightly cheaper price?

We’ve only touched upon price vs customer service, but you can read our article here for more information

So as you can see, customer service is extremely important when it comes to getting a new car. Regardless of whether you are leasing or buying, it is vital that you choose a company that has a great customer service process in place. Getting a car is a huge decision, and you want to make sure that you go through a company who have a customer service process that can help you along the way.

read our article on the risks involved with using a vehicle broker

Andrew Kirkley

Director at OSV Ltd
Andrew enjoys: Movies and travelling to new cities to explore different cultures.

Andrew has been in the motor trade for over 20 years. What he enjoys most about his job is the team spirit and the dedication of his work colleagues. He also appreciates the teams input in the improvement of the company.
Andrew Kirkley

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  • 5th September 2016

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