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So you’ve just bought a new car, and are feeling dissatisfied with the customer service at the dealership. No matter what you do or who you talk to, you just can’t seem to get the issue resolved. Now you’re wondering, what do I do next?

Even if you left previously with a negative experience, your local dealer is still the best person to work with to resolve your complaint. Local dealerships are interested in creating loyal lifetime customers, and they know the best way to do that is by making you happy. A dealership can spend a fortune on advertising trying to attract customers, but statistics show that good customer service is by far the best way to keep them.

Make your dealer want to help you by showing them you’re a good customer. Dealerships are a business just like any other, and they want to know that the benefits of helping you solve your problem outweigh the costs to them - especially if the costs are financial. The main benefit your dealer is looking for is your business again in the future. The best way to get your local dealer to cooperate with you is to show you’re a good current customer who is likely to be a good customer again later.

You can show the dealership you’re a good customer by being nice to the dealer’s employees. While it might make you feel better to yell or be rude, nothing will hurt your cause more than a group of employees at the dealership that hate you. If you want to get what you want, give them a reason to like you and want to help you. “Kill em’ with kindness” and you will prove you’re a customer worth saving.

If there is one person you should talk to about your customer service problem, it’s the dealership’s General Manager (GM). GMs are authorized to do almost anything to maintain excellent customer service, and they can be an incredibly useful person to talk to. They are able to get senior executives on the phone at short notice, and are themselves professionals experienced in solving customer service problems. They are essential to contact if you’re looking to get the manufacturer to do something for you.

In the rare case that speaking with the GM of your local dealer doesn’t work, the next step is to call the manufacturer’s customer service hotline (the number can be found in your owner’s manual). You should try to contact the local regional office as well. While the local regional office will probably just refer you to the national hotline, you may be able to speak with a regional Toyota executive. Persistence is key.

In sum, your local dealer is the best place to start if you’re trying to resolve a customer service complaint. Be courteous and polite always, and give people a reason to want to help you. Remember to speak with the general manager, and if that doesn’t work, keep calling the manufacturer’s national hotline and regional office. Persistence pays off when you’re looking for great customer service!

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