Sábado 18 de Noviembre de 2017 | 01:45 HS.

JUAN CARLOS RISOLINO, DIRECTOR DE SERVICIOS Y REPUESTOS DE CITROËN ARGENTINA

"El compromiso con la calidad en la atención del cliente Citroën tiene que ser nuestro diferencial. Para eso trabajamos día a día"

En el marco de la séptima edición de la Croisiére du Chevron - la competencia de conocimientos y habilidades en la que participan los mejores Técnicos y Recepcionistas de Taller de toda la red de concesionarios-, que se llevó acabo en un salón de eventos del hotel Holiday Inn de Córdoba con 4 vehículos Citroën C3 Aircross, Juan Carlos Risolino, Director de Servicios y Repuestos de Citroën Argentina, expresó:

- ¿Hay un punto exacto donde se comienza a auditar o controlar cómo se desarrolla la atención del concesionario para con el cliente?

Nosotros seguimos muy de cerca a nuestros clientes, siempre. Desde el primer contacto queremos saber cómo lo atendieron, si resolvieron sus dudas, si le ofrecieron las variantes que esperaba, si cumplieron con los plazos prometidos; no sólo en el proceso de venta hay que cuidar al cliente. Es fundamental el después, en la vida del cliente que transcurre en lo que es la Postventa. Ganar un cliente en este mercado es difícil y exige dedicación, pero recuperarlo por una mala atención es mucho más complicado y oneroso.

- ¿Cómo viene a integrarse el "CHRONO SERVICE" en esta estrategia?

Es un proyecto que arrancó hace tiempo y que estamos apuntalando muy fuerte ahora con toda la red. El "Chrono Service" es un producto donde se privilegia la atención al cliente: un asesor especialmente entrenado lo recibe e inmediatamente pone en conocimiento del tiempo de inmovilización necesaria para las operaciones a realizar, siempre cumpliendo con las recomendaciones del fabricante. Cada intervención propuesta es objeto de un presupuesto de piezas, mano de obra y controles incluidos para que el cliente sepa exactamente a que costos se enfrenta. Desarrollamos un conjunto de acciones -recepción inmediata, diagnóstico gratuito, ofertas exclusivas, prestaciones rápidas, precios transparentes y competitivos, etc.- donde ponemos al cliente y sus necesidades en el centro de la escena.

- ¿Y qué le agrega el servicio "CITROËN RACING"?

Con este producto buscamos, para determinadas reparaciones o recambios - como sustitución de baterías, pastillas, escobillas, etc.- y emular el trabajo de nuestros equipos de competición: una intervención  rápida, confiable y precisa. Un espacio diferente donde el cliente puede llegar sin cita previa: se dirige directamente a un box -con dos líneas de herramientas donde al llegar los repuestos ya estarán preparados y dos personas estarán trabajando en el vehículo- y mientras espera, tendrá a su disposición un ambiente cómodo y agradable, con conexión WiFi donde puede trabajar, tomarse un café. Un espacio para sentirse a gusto pero sólo por un rato... en una hora se tiene que ir con su vehículo en óptimas condiciones. Un trabajo normal que toma dos o tres horas se debe cumplir en la mitad del tiempo y el cliente podrá retirar el vehículo el mismo día.

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