Customer Care Program of Chevrolet Showrooms on England - Business Plan Example

Abstract/ Summary:

Chevrolet Company is one of the most popular motor vehicle firms in the world today. General Motors is the firm that owns Chevrolet, one of the greatest American car manufacturers. W.C Durant in Detroit Michigan began the company, Louis Chevrolet, a race-car driver, bought the first cars produced by the company. He later established an automobile worth $2150, which composed of 6 cylinders and 4.9 liters. The first ever-huge car to be produced by the company to the market was the famous Baby Grand and sold at $875. Previously, electrics were considered optional until 1917, the development saw a major increase in the production line and innovation of cars. The company has manufactured several new models into the market over the few decades and has managed to command the largest share of the industry under the umbrella of General Motors (Stringham et al., 2015, p. 85).

Customer Care Programme (CPP) is a designed process of collecting current customers’ feedback as well as referrals. Customer Care Program is used to refer, foster and withstand client-centric principles. Chevrolet develops customer care programs to assist the consumers’ service experience, improving their satisfaction and retain them as well as maximizing incomes and profits. Customer satisfaction is a key to the prosperity of any company dealing with goods and services (Arslan et al., 2014, p. 442). Every organization has customers, which can be either internal or external clienteles. A continuous stream of customers can to a large extent change a struggling organization into one profitable business firm (Panda & Das, 2014, p. 53). Principally, in Chevrolet, the program is deemed of significant importance to the customers as it motivates the company to embarking on a journey towards service delivery merit.

In addition, it will raise the general Customer Satisfaction Index scores so those loyal customers may have selected Chevy as their ‘partner of choice’. The strategy helps the organization to deliver to customer the products of their choice which needs a close understanding of the system to adopt it, to a particular situation (Rha, 2012, p. 1884). Presently, the motor company has embarked its services in Manchester to sponsor Manchester United FC, an expansion initiation of the firm to meet it customers at the grassroots level. Therefore, the research aims at assisting Chevrolet showrooms in developing excellence services offered to the customers today and in future. Furthermore, a strategy does not involve a one-time work but a sequence of interventions coordinated in progressive and timely fashion.

Developing a customer care program is a continuous and repetitive process, beginning from the design phase to the implementation stage. Moreover, for Customer Care Programme to meet its functional objectives the implementation phase must be appropriately encountered with the desired transformation in the organization. Implementing the program while enhancing customer services, maximizing sales to already existing buyers, improving retention of customer as well as increasing transfer rates is essential.

Objectives

General objectives

• To investigate the effect of customer care program on the consumers of Chevrolet Showrooms around the world.

Specific objectives

• To satisfy the customer’s needs and requirements from the company
• To investigate the cost of customer service program by Chevrolet showroom owners
• To analyse the program for maintenance of potential customers
• To find out if the program is still sustainable in maintaining the customers taste
• To evaluate the benefits of the program to consumers
• To investigate the relationship between the service provision and customer satisfactions

Project Deliverables

• Critical Analysis of the Customer’s responses
• Examining the customer’s Expectations and the level of productions
• Literature Reviews on Peer Reviewed sources relating to the topic under study
• Designing and implementation of a customer care Program on an emerging company
• Conclusion from the research based on the various findings
• Recommendations of the program to various companies

Why are you interested in the project?

The need to create a close bond between General Motors and their clients that would foster long lasting business relation necessitated formation and launch of the Customer Care Program. The program aims at ensuring customer satisfaction by offering various prior and after sales services to the clients. The customer care program helps the potential clients to acquire the right information required to influence and shape their opinions for purchasing Chevrolet products. The program was to serve as a link between the market and the corporation to ensure that the company tailors their productions according to the customer’s needs abiding by the changing technology.

Significance of the launch of Customer Care Program

As reported by Autocar India. (2016, p.1), General Motors launched the program to help in lowering cost of maintenance and to offer their clients exclusive warranty packages that would attract more customers. The move targets to keep the Corporation competitive in the global market ahead of its competitors. Under the program, there is a provision for refunding clients the excess costs incurred in maintenance before the elapse of the warranty period. The step helps in increasing the customers’ confidence in purchasing their products.

Bermiss, & Greenbaum (2016, p.256) asserts that close ties and relation between two parties in a business deal denotes a prolonged nature of interaction. The duo will continue with the business transaction and deal because of the close bond. Every production company should invest in creating and maintaining a close relation with the clients to prolong their transactional ties. In the context of Chevrolet, the customer Care Program ensures that the company develops a close transactional relation with the clients that gives them a competitive advantage over their rivals. The move ensures continuous realization of higher sales and increased profits satisfying their objective in business.

Take for Developing Businesses (Base for Recommendation from the Research)

According to Tian et al. (2012, p. 2172), incorporating customers as part of production through the vital feedbacks given earns a company a sustainable competitive advantage in the market over potential rivals. Emerging companies that aspire excellence in the competitive global market should invest in a proper customer care program that will create a strong bond between them and the clients thus earning them a competitive advantage. The program must aim at offering services such as educating the clients on the products, conducting market research and ensuring implementation of the client’s inputs from feedbacks.

Methodology

As a means of acquiring essential data to achieve the objectives, the research shall rely on interviews and literatures from scholarly articles and journals. The research shall conduct a feasibility study on the customer care program and impacts on the company’s income flow rate. The feasibility study helps in ascertaining the effectiveness of the program factoring in its cost and the overall returns that it earns a company.

Interviews

The method forms the primary source of data for the research. The process begins by sampling and defining the target representative clients for the interviews. Asking of relevant questions on the direct impacts of the customer care program on the quality of service offered then follows. The interview shall enquire whether the company implements the valuable feedback they submit. Lastly, the interview shall enquire whether the existence and functionality of a customer care program shapes and determines a customer’s choice for a product. However, the method is a subject to limitations such as non- cooperative clients and clients’ giving false information. Hence, other methods such as the feasibility study on the company’s financial flow acts to supplements it for a more accurate result. The method shall give data of the significance of the maintenance program and how it influences potential clients decision to opt for the company’s products.

Feasibility Study

The research shall examine from the Company’s records the rate and quantity of sales before and after the implementation of the customer care program. The research shall then link the quantity of sales to the profit or loss margin of the company. Appropriate calculations of rate of increase and decrease in the profit margin will follow, taking note of the timeframe to realize the optimum impacts.

Customer Care Programme Strategies

Introduction

The term is generally used to refer to the details of planned events so as to deliver our buyers best quality customer care services as well as explaining the organizational pledges made to the consumers.

The main objectives of any organization are to provide the best services to its consumers from both external and internal environment by resolving their queries at first point of contact. The business environment is dynamic and therefore firms must be ready to respond to the transformations and the occasional changing needs of the clienteles (Marković et al., 2014, p. 156).The firm must be able to recognize and hold any opportunities for the customers as well as for the organization staffs.

Another measure strategy is be good listeners to the customers. Since the customers are the key players of the firm, therefore, they should inform the organization on how they are faring in terms of service deliveries to the public (Haumann et al 2015, p. 19). The strategies help the firm to focus on the opportunities as well as on the strengths of the organization. In developing the customer care programme strategy the firm acquires feedback from customers through conducting of surveys to ensure that every important customer opinion contributes to the direction that the organization takes.

Conclusion and recommendation

The research was quite concerning and the objectives, as well as the goals, were accomplished.

Customers’ satisfaction survey was conducted within the Chevrolet’s retailer services (Gallan et al., 2013, p.338). These results were analysed in line with the literature on the study area. The data collected indicated that Chevrolet is still enjoying world’s biggest share of motor industry in Europe as well as in America. The various challenges that are affecting the company prosperity should be minimized and customer relation, as well as public relation, should be of higher priority.

Data sources

Interviews

The method forms the primary source of data for the research. The process begins by sampling and defining the target representative clients for the interviews. Asking of relevant questions on the direct impacts of the customer care program on the quality of service offered then follows. The interview shall enquire whether the company implements the valuable feedback they submit. Lastly, the interview shall enquire whether the existence and functionality of a customer care program shapes and determines a customer’s choice for a product

Draft chapter headings for the report

Chapter 1: Abstract

Chapter 2 Objectives

Chapter 3 Project deliveries

Chapter 4 Literature review

Chapter 5 Methodology

Chapter 6 References