From: Dxxxxx, Wxxxxxx [mailto:Wxxxxxx.Dxxxx@uxxxx.com]
Sent: 10 March 2009 12:21 PM
To: Pranesh Balram; Johan Lourens (VW)
Subject: Impressive customer service excellence
Good afternoon gents
Please note that I am seemingly a finicky customer and have had some rather unpleasant surprises with my car over the last week. I sent my car to Axxx Durban to be seen to, but they were very busy and could not make it to my car. The diagnosis was an alternator problem, but subsequent to discussions had with my wife decided that maybe Axxx was not the best place to send the car as I have made numerous calls for them to look at it without any success.
I sent the car to Bxxxx Umgeni on Friday and they were able to look at it, gave me a full prognosis of the issues faced. I asked them to sort the car ASAP, and they did so without any fuss, but alas there were other parts required for the vehicle.
I was informed yesterday that I needed to order parts, which Bxxxx and VW were able to source and prices given to me and parts ordered. I asked for airfreight, but upon a suggestion from Pranesh, I accepted that in order not to confuse issues and delay the stock coming down to Durban, was advised to leave the roadfreight and allow the part to come down as normal as the other part required was in stock, but the car would not be sorted without the JHB part.
This morning I was informed that the part had arrived, would be dispatched to Bxxxx at 11H30. Ramesh has been truly exceptional and would like to commend him on this outstanding customer service and the manner in which he dealt with all my queries/suggestions/constant phone calls. I called in once, but the guys made good on their promises to keep me informed.
Please could you toast these gents, because they are living proof of dynamic customer service excellence and they have shown that it starts with themselves first and not from the top down!
Not once did they display any exasperation or annoyance, plain simple truths at all times, courteous and truly professional. They have made my experience with VW lovely, and next time I have a problem, I know whom to call for help.
Ramesh and Pranesh are truly the stars that shine through a very dark night and brightly so!
Guys hold your heads up and keep on the fantastic work on building your brand!