How to defuse a customer crisis

摘要

Acrisis can often make orbreak a car dealership.Dealt with badly, it canshatter a customers trustand goodwill But managedwell, it can reinforce that dealers reputation.Take for example Suzukis February 2015launch of the CeleriO, which it was forced torecall because of brake failure. The problemwas dealt with swiftly, with Suzuki immedi-ately informing all affected parties andfixing their recalled vehicles.