Wrong Car Dealership Staffers Stuck Fielding Customer Questions, from WardsAuto.
Service advisers and auto technicians say they’ve got other things to do than explain how infotainment systems work.
It’s the job of dealership auto technicians to fix vehicle infotainment systems if they’re broken, not explain to baffled buyers how to use them.
Yet, auto technicians and service advisers often get stuck doing just that, according to a survey by Carlisle & Co., a consulting firm that works with automakers.
“Technicians are not paid to explain things like that,” Carlisle partner Harry Hollenberg tells WardsAuto. “They shouldn’t be put in a position of telling people how to sync their Bluetooth. It’s a waste of an expensive employee’s resources.”
Several technicians and service advisers say they reluctantly field such customer queries. Carlisle asked both groups: “What tasks do you spend too much time working on?”