The Customer Service Institute of America recently announced Hendrick Autoguard as the winner of its 2021 International Service Excellence Award, and as a Service Champion in the small contact center category.
?As the winner of multiple past awards and a Platinum Provider Certified organization, Hendrick Autoguard has a strong partnership with the Customer Service Institute of America. Kris Hubbard, a customer relations manager for Autoguard Client Care, was invited to sit down for a video interview with CSIA Founder and CEO Christine Churchill to celebrate Autoguard’s success and commitment to customer enthusiasm - a core value of Hendrick Automotive Group.
Hendrick Autoguard is a vehicle service contract provider that offers a wide variety of products such as maintenance and oil change programs, guaranteed asset protection, and even leased vehicle protection. Many third party companies offer these to dealership customers, but Autoguard was created with the customer in mind from the very beginning.
With 94 car dealerships around the country, Hendrick Automotive Group is acutely aware of customer feedback. Frequent complaints about long waits for reimbursements, bad service and refusal to pay for covered expenses made it clear that the existing service contract programs were not delivering a good experience. So we started our own.
Hendrick Autoguard was created so our customers would have the very best service from the moment they enter the dealership, throughout the entire life of their car. We have every option available to get maximum value from a vehicle, and the customer gets to choose which protections they want. And as Hubbard reinforced, commitment to the customer experience also drives the way we take care of people when they need to use these vehicle protections.
“Our core values are our North Star, so to speak. Everyone conducts themselves with those ideals and principles in mind day to day, and I think that’s what really does it. We just make sure we’re fulfilling the need to satisfy our customers,” said Hubbard.
Autoguard’s customer service success can easily be measured by the awards received over the years, but it is accomplished by our teammates. When asked what the secret is to executing a service strategy so well, Hubbard said it all comes down to people.
“You can teach processes and procedures, but it’s harder to teach someone to be empathetic and kind, and caring. Those things are already with the people we bring on board, and I can’t say enough about them. Our teams are amazing. They all support each other and support the principle that we’ll do whatever it takes to satisfy the customer. That’s our number one priority and the driving force behind our success.”
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