Mazda UK opens new Customer Relations Centre
Mazda UK officially opened its new Customer Relations Centre (CRC) today. Housed within their headquarters in Kent, the 20-strong team will handle all types of contact with owners and potential purchasers.
Officially opened by Jorgen Olesen, the outgoing Vice President of Customer Service and Logistics at Mazda Motor Europe, Mazda UK’s new CRC is designed to deliver first-time customer resolutions. Mazda say that the new CRC team is built around a culture of delivering customer excellence whatever the situation.
“Our aim is to deliver a personal service that ensures everyone who deals with Mazda feels connected and is positively surprised throughout”, commented Andrew Beale, Mazda UK Head of Customer Relations. Adding, “today’s customer expects problem resolution to be fast, effective and easy. They also want to interact in a communication channel they choose”.
“At Mazda we recognise the importance of engaging with our customers and keeping it simple for them, we have therefore moved away from the traditional outsourced customer contact centre approach and made a significant investment in creating our own team of passionate Mazda employees working at our new Head Office.”
With around 5,600 inbound contacts to the business each month, the Mazda CRC team will answer customer queries, whether that’s by phone, email, web chat or social media. Within the CRC team are specialists in warranty, service, motability, fleet and product.