I had a excellent experience last week when I had my car serviced by Cerritos Infiniti.
My Service Advisor Edwin went above and beyond his duties to listen to my concerns and questions I had on my vehicle.
Edwin took what I believed I was experiencing with the vehicle and issued a service order to a mechanic (don't know his name) at the dealership that Edwin knew would take the time to understand and review my claims of poor acceleration, power and transmission delays.
Thanks to Edwin and the mechanic, they were able to diagnose the cause and fixed it.
While the vehicle was being repaired, about every 25 minutes Edwin would update me on the repair and time frame.
Edwin also helped me with a concern I was having on the passenger door panel (not a dealership issue),
he did not have to take the time to help me but he did.
When the vehicle was completed, Edwin was very thorough when going through the explanation of the repair.
Later that day, before the Service department closed, Edwin contacted me to double check how I felt the vehicle was running and if I had any additional questions or concerns. This is a prime example of ELITE Customer Service!!
Having Edwin as my Service Advisor made the entire process and experience extremely positive instead of feeling as if I once again had to drag myself to the dealership hoping anyone would listen to my vehicle concerns.
I feel very fortunate to have had Edwin scheduled as my Advisor since I was there two weeks prior with the same vehicle issues and was told by another Service Advisor that he and the mechanic on duty found nothing wrong with my vehicle and that I possibly was driving the vehicle in a manner that could cause the issues I was experiencing. I believe this could have been avoided if that Service Advisor would have taken the time to listen to the customer (me) instead of talking over me and telling me to (hold on & wait) every time I began to speak. This shows that he was not listening to me but instead listening to himself talk. This would explain why the mechanic was not successful in finding the issues.
Edwin is the exact example of what true Customer Service satisfaction should be, especially in the car dealership industry.
Since July, I have had six different experiences with this dealership. One of the six was not a positive one.
1.) Vehicle purchase process was simple, a very smooth transaction and offered a great enjoyable experience thanks to my awesome Sales Advisor, Byron!
2.) Finance Manager was impeccable the two times I met with him.
3.) Service dept, two of the three service visits I have had were 100% customer satisfaction thanks to Edwin and Alan.
These Cerritos Infiniti employees are the perfect example of representantation and the face of car dealerships today in a world where a lot of the car experience can be done online. Most feel it only takes one poor experience for you to take your business elsewhere.
Edwin successfully turned my one poor experience into a positive and I'm happy to say Edwin will be my only Service Advisor at Cerritos Infiniti.
I want to thank you Edwin for providing excellent Customer Service Care
with patience, attentiveness, communication, knowledge, positive interaction, listening skills, time management, and the ability to read customers.