I have never felt the need to leave comments on customer service in the past, despite receiving very high levels of customer service from different organisations. The reason is because I think good customer service should be part and parcel of any company that aims to be successful.
That being said, I feel compelled, for the first time, to actually leave some feedback about my experience of buying a new SEAT Ibiza from JCT600 Sheffield. The level of customer service I received from the branch in Sheffield was above and beyond anything I have ever experienced before and a standard that all companies, in or out of the motor industry, should aspire to.
Buying a new car is usually the second largest purchase a person will make in their life and can be as equally daunting and sometimes even more exciting than the purchase of a property. From start to finish I felt like my excitement was genuinely shared and my concerns were dealt with real empathy and a comforting reassurance when required.
A special mention must be made of Helen Rhodes who really went the extra mile in making me feel like a valued customer. What made the process extra special was the little personal touches that were an unexpected delight, the personalised website and video, made by Helen, was an excellent service that kept me engaged and was something I could keep looking at and show friends and family on the count down to receiving my new car. I received just the right amount of updates, enough to show my custom was valued but not too many that I felt pestered. The hand over was a part of the process I was dreading but actually turned out to be the highlight. I have bought cars in the past were as soon as the deal is agreed the company treats you like cattle and tries to rush you in and out as quickly as possible, no such troubles here. I finally got to meet Helen, who had been wonderfully attentive up until that point and this continued throughout the process, I also met the Sales Manager, Ben O’Brien, who I had also spoken too before the hand over – it is clear to me that he drives a culture of excellent customer service at that branch that filters down to all the sales staff – he made time to talk to me and make me feel welcome as did Helen. I did not feel like just another customer when I arrived, Ben, Helen and the team made me feel extra special and that this was a big moment (which it was for me). Again little touches like a personal placard welcoming me to the branch and the car being covered really added to the experience. Both Helen and Ben showed me all the details of the car and helped set me up with the cars media system. I was even given a hot drink for the journey home, which may sound trivial, but again it’s the small touches that make you feel valued as a customer.
All in all I can honestly say that it was the most positive and enjoyable customer experience I have ever received and I will certainly be returning as a future customer and recommending SEAT Sheffield to anybody I know interested in purchasing a new car.
A very big thank you to the Branch and in particular Ben & Helen, from a very satisfied customer.