FLORENCE – Jeff Feltner has a philosophy of “Continuous Improvement”. He is the General Manager of University Chrysler Dodge Jeep RAM-Fiat on Florence Boulevard and believes that customers come first. Recently Jeff and his team were rewarded for their hard work by Fiat Chrysler with the prestigious Customer First Award for Excellence. Of Fiat Chrysler’s extensive dealer network, University CDJRF is one of only 387 dealerships presented with the award. 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. In order to qualify for the award, every employee received training in the culture of total customer satisfaction.
Feltner said this, “We’re honored to be recipients of the Customer First Award. We’ve worked tirelessly to make sure EVERY CUSTOMER is satisfied with their experience because we understand, YOU, OUR CUSTOMERS, are the lifeblood of our business.”Statement from Jeff Feltner: “We’re honored to be recipients of the Customer First Award. We’ve worked tirelessly to make sure EVERY CUSTOMER is satisfied with their experience because we understand, YOU, OUR CUSTOMERS, are the lifeblood of our business.”
All 2,600 Chrysler, Jeep, Dodge, Ram and FIAT dealerships are eligible to pursue and earn this prestigious award on an annual basis. Dealerships must achieve 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.