Gargour Automotive Company receives special recognition from FCA EMEA for Customer Experience excellence

Gargour Automotive Company, the only authorised distributor of Abarth, Alfa Romeo, Chrysler, Dodge, Fiat, Fiat Professional, Jeep® and Ram, plus Mopar® service, parts and accessories in Lebanon, recently received special recognition from FCA EMEA, winning the prestigious ‘Customer Experience Award – 2018 Best Dealer’ award.

The award was presented at an event held at the Mico Convention Centre in Milan and attended by more than 1,650 guests representing the entire FCA EMEA network, which comprises more than 500 distributors from over 28 countries across Europe, the Middle East and Africa.

“What makes this even more special to us is that in addition to recognising our total commitment to deliver customer service excellence, the competition for the awards covered so many countries and distributors,” said Negib Debs, General Manager of Gargour Automotive Company. “To be selected is a significant honour, especially we were one of the top three distributors in the Middle East to receive an award.”

Gargour Automotive Company is completely focused on delivering the very highest levels of customer service at all levels, from the showroom floor to after-sales service.

To achieve this, they have fully embraced and adopted the customer-oriented processes that Mopar excels at – service, parts, customer care, quick service and logistics, implementing a standard process that covers every step of the service process, from the initial booking and vehicle reception, to vehicle delivery and after sales follow up calls.

“We’re determined to be the leader in sales and after-sales customer service in our market,” added Debs. “That’s why we will never stop looking for new innovations that further enhance the relationship that our customers have with us.”

In line with this determination, Gargour Automotive Company has continued to expand its network and service capability, the latest manifestation of which saw the opening of its brand new state-of-the-art Mopar Service & Parts Centre, strategically located at Dora Seaside, next to the Michel Murr Stadium in Beirut.

“For even greater customer convenience, the new facility also includes an integrated Mopar ExpressLane with a total of 16 work bays – it has been specifically designed to ensure that their vehicles will receive the highest levels of attention and total care,” added Debs.

The Mopar ExpressLane concept is based around the efficient and professional delivery of quick services, guaranteeing that even the smallest jobs – from lube, oil and filter changes to brake pad and disc inspection, replacement and skimming, tyre rotation, balancing and replacement including wheel alignment, multi point inspections, windshield wiper blade replacement and filter replacement to all kinds of fluids, batteries, bulbs and spark plugs – are completed quickly and in line with factory guidelines.

Gargour Automotive Company has gone to great lengths to ensure that customers have total confidence and peace of mind that their vehicles are receiving the very highest quality service. And recognising that time means everything to customers, the facility is also designed to reduce hassle.

An advanced dynamic reception ensures smooth, quick operation by delivering interactive, personalised customer service via a tablet-based check-in tool that immediately downloads vehicle and customer data from the vehicle’s computer and connects with factory engineering databases to get customers in and out of the workshop quickly. An additional benefit of this system is that Gargour Automotive Company is able to deliver consistent, transparent pricing to customers.

And while their vehicles receive expert care and attention, customers can relax with refreshments, and the use of Wi-Fi in a first class quality lounge so that they can get on with their daily business and personal life. 

“Our highly skilled Mopar team includes service advisors, parts representatives, supervisors and technicians, all of whom use the latest high-tech equipment and diagnostic tools,” said Debs. “An on-going programme of technical and non-technical manufacturer training, covering global after sales standards and processes, new FCA models, technology and repair/diagnostic methods, ensures that they consistently meet FCA’s demanding global standards and exceed the expectations of our customers.”

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