NORTH WILKESBORO — FCA US LLC announced that Empire Chrysler Dodge Jeep Ram is one of 387 Chrysler, Jeep, Dodge, Ram and FIAT dealerships have earned certification as 2017 Customer First Award for Excellence winners.
These 387 dealerships succeed the inaugural group of 124 dealerships who earned their certification in 2016. By achieving this elite status, these FCA US dealerships will be recognized by consumers as leaders in customer sales and service experience. The winning dealerships touch 24 percent of FCA retail sales volume in the U.S.
“Our dealers are striving to not just improve the customer experience in their facilities, but to become the industry leaders in customer satisfaction on both the sales and service sides of the business,” said Al Gardner, head of Dealer Network Development, FCA – North America. “We now have triple the amount of winning dealerships that may proudly market themselves as Customer First Award for Excellence achievers. Consumers will know that they are in Customer First dealership from the logos, but more importantly, they will experience the evolution of these elite stores.”
FCA US created the Customer First Award for Excellence with its dealer partners and J.D. Power to improve customer satisfaction with Chrysler, Jeep, Dodge, Ram and FIAT dealerships in the United States with a specific focus on the sales and service experience, employee training and facility condition.
“Mopar congratulates Customer First dealers who have demonstrated an elite commitment to serving customers throughout the entire life of their vehicles,” said Pietro Gorlier, head of Parts and Service (Mopar) “Mopar shares their unwavering commitment to their customer-first philosophy, and we’ll continue to support them through an extensive portfolio of authentic parts and accessories, innovative service lane technology — such as wiADVISOR — and the full dedication of our technical and training staff.”
All 2,600 Chrysler, Jeep, Dodge, Ram and FIAT dealerships are eligible to pursue and earn this prestigious award on an annual basis. Empire Chrysler Dodge Jeep Ram achieved stringent goals in five core “pillars” to earn the coveted Customer First Award for Excellence designation:
• Facility Certification — Facility provides a clean, comfortable environment for customers
• Performance Measures — Dealership has achieved highest levels of customer-oriented sales and service goals
• Training Certification — Employees have received the highest level of required FCA-certified training
• Employee Surveys — Completed to promote the voice of your employees and a customer-driven culture
• Process Validation — Certified sales and service processes that support excellence in customer handling
The Customer First Award for Excellence initiative was rolled out to dealerships in October 2015. Dealership staff participated in cross-country workshops where they learned of award requirements and dealership best practices. Some have worked with independently contracted Customer Experience Specialists in order to seek the highest levels of process and procedure improvements to ensure an increase in customer satisfaction.
About FCA US LLC FCA US LLC is a North American automaker with a new name and a long history. Headquartered in Auburn Hills, Michigan, FCA US is a member of the Fiat Chrysler Automobiles N.V. (FCA) family of companies. FCA US designs, engineers, manufactures and sells vehicles under the Chrysler, Jeep, Dodge, Ram and FIAT brands, as well as the SRT performance vehicle designation. The company also distributes the Alfa Romeo 4C model and Mopar products. FCA US is building upon the historic foundations of Chrysler, the innovative American automaker first established by Walter P. Chrysler in 1925; and Fiat, founded in Italy in 1899 by pioneering entrepreneurs, including Giovanni Agnelli. FCA, the seventh-largest automaker in the world based on total annual vehicle sales, is an international automotive group. FCA is listed on the New York Stock Exchange under the symbol “FCAU” and on the Mercato Telematico Azionario under the symbol “FCA.”