EXPERTEC TSB (40-8)

EXPERTEC TSB

TECHNICAL SERVICE BULLETIN

CUSTOMER ASSISTANCE CENTER RELOCATED

Model(s): 1990 Oldsmobile

Bulletin No.: 40-8

Date: April 1, 1990

SERVICE INFORMATION

The Oldsmobile Customer Assistance Network (OCAN) has recently relocated to a new facility just a few miles from the Oldsmobile headquarters in Lansing. The facility is also being shared by the Oldsmobile Service Promotion and Warranty Departments, as well as EDS support groups. The move significantly enhances Oldsmobile's ability to be more accessible and responsive to the needs of present and prospective Oldsmobile owners.

Customer Assistance Advisors promptly answer questions regarding Oldsmobile products, car order status, current incentives and warranty coverages. OCAN advisors are currently divided into three groups: Customer Assistance, Product Information, and the Partnership Program.

CUSTOMER ASSISTANCE

The Oldsmobile Customer Assistance office focuses on opening the channels of communication between customers, dealers, and Oldsmobile's zone/ODAC or home office. The main emphasis of customer assistance is to respond to concerns from Oldsmobile owners. Requests for assistance are processed overnight to dealerships via the Dealer Communication System (DCS). The dealership and zone, if needed, can then respond promptly to the customer's request(s). The result is improved customer satisfaction which leads to increased owner loyalty.

During 1990, OCAN will be implementing a "1-800" customer assistance line across the United States. Dealers will be notified in advance of the date your zone office will be included in the "1-800" line.

PRODUCT INFORMATION

The Product Information team responds to present and prospective customer's inquires through the 1-800-242-OLDS product information line. New product information brochures, upon request, are mailed to current and prospective customers and a prospect card is mailed to the dealer. The prospect card, which includes the prospect's name and phone number, can be used by the dealership sales department to contact the prospect for a potential new Oldsmobile sale. The prospect card also includes the following information:

• Prospect's current vehicle
• Future plans of the prospect to purchase a new vehicle
• Other makes the prospect is considering purchasing

THE OLDSMOBILE PARTNERSHIP-CUSTOMER COMMITMENT PROGRAM

The Oldsmobile Partnership-Customer Commitment Program surveys select Oldsmobile owners on their ownership experience. When survey's are returned to Partnership Head Quarters, an advisor contacts the owner to thank them for returning the survey, completes any unanswered questions, and further discusses the ownership experience. The following day, an owner profile card is sent to the dealership. The dealership then contacts the owner to resolve any current problems with their vehicle and discusses any purchase intentions. The ultimate goal of the program is to improve owner loyalty for both sales and service by strengthening our relationship with the owner.