LM_0000003736

Dealer Recall Readiness Materials & Best Practices
Page 1 of 1
Dealer Recall Readiness Materials & Best Practices
David Bakos, Executive Director - Sales and Marketing, Customer Care and Aftersales
9/26/2014
To: Chevrolet, Buick, GMC, and Cadillac Dealers
In response to Dealer feedback, a series of “Recall Readiness” materials are now available on gmprograminfo.com. The
materials were created based on input collected from several Dealer focus groups to identify best practices Dealers can
leverage to streamline their operations.
Recall Readiness materials now available on the CCA tab of gmprograminfo.com include:
Dealer Readiness Guide – An overview of available tools and Dealer best practices you can use to enhance
recall efficiency and effectiveness, minimize disruption to your normal operations and improve customer
satisfaction, loyalty and retention.
Recall Script Templates – Useful for initial outbound contact with customers, setting appointment, and customer
follow-up.
Talking Points – Synopsis of key talking points to help your staff explain the recall process.
Recall FAQs – Frequently Asked Questions that can be shared with your sales, service and BDC teams.
“Redelivery” Process Job Aid – A thought-starter on how you can establish a thorough “redelivery” process that
places the customer at ease and communicates how important their safety and their business is to your
dealership.
Thank you for your ongoing support to make each customer’s experience as convenient as possible.
David Bakos
Executive Director – Sales and Marketing
Customer Care & Aftersales
Message Attachment(s):
09-26-2014 Copy of this Message LM_0000003736 Dealer Recall Readiness Materials & Best Practices.pdf Acrobat
PDF (12.04KB)
https://gmmsgau.iw.gm.com:8513/en_US/GMNA/United_States/Messages/Service/Servic...
9/29/2014