For more than two decades, Lexus has been dedicated to providing its customers not only dependable, luxury vehicles, but also dependable customer service. This dedication has earned Lexus the top position in the J.D. Power and Associates Customer Satisfaction Index for 15 years. Not content to stand still, Lexus is raising the bar again by creating two new dealership positions that will further enhance the Lexus customer experience.
Working with its dealers, Lexus created the two new positions to assist Lexus customers when they purchase new vehicles. The Vehicle Delivery Specialist (VDS) will be responsible for introducing customers to their new cars and going over the vehicles’ features. The Vehicle Technology Specialist (VTS) will be responsible for answering any customer inquiries about how to use the advanced technology in their vehicles, including the new Lexus Enform™ telematics system.
“With the advent of more technology in luxury cars, customers often have questions about their navigation system, establishing a Bluetooth connection for their phone or managing other telematics systems,” stated Mark Templin, Lexus group vice president. “While we’re happy to answer their calls, we think it will be much more beneficial to have experts at our dealerships who can establish and maintain relationships with customers to answer any questions about their cars.”
Lexus is also working to train their dealership associates to recognize verbal and nonverbal feedback in order to customize each customer’s individual experience. To accomplish this, some Lexus dealerships are looking beyond the automotive realm to other industries that have more experience in this arena for individuals to recruit and train for these positions. For example, a Vehicle Technology Specialist recruited from a local Apple Genius Bar says, “Every customer has a different comfort level when it comes to technology and it’s my job to find out what the customer wants to know and then explain it in a simple way. My philosophy is ‘let’s discover this together.’”
To ensure that the best practices are shared and used throughout the dealer network, Lexus is working to establish an online forum of customer questions and solutions, so associates will be able to support one another and offer suggestions for various situations.
Through these new dealership positions, Lexus is bringing the customer experience to the next level and pushing the boundaries of what it means to drive a Lexus.