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AUTOBYTEL.COM INC. ANNOUNCES CUSTOMER SERVICE WOW
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| As Vice President, Customer Service WOW, Girina Dong demonstrates Autobytel.com's commitment to maintain the highest levels of customer service and satisfaction. |
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| Updated |
Jun 10, 2004 22:41:07 |
| Rating |
 112 ( -6 -5.35% ) |
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Description:
Irvine, CA--March 10, 1999--Autobytel.com inc., the premier Internet car-buying service, today announced the promotion of Girina Dong to Vice President, Customer Service WOW (Win or Win).
Autobytel.com's customer service department was recently dubbed "Customer Service WOW" to reflect the company's philosophy that its business model must be a win/win for both of its customers-Autobytel.com Accredited Dealers and car buyers. Under Dong's direction, Customer Service WOW Representatives support both dealers and consumers through the Autobytel.com purchase process with the primary goals of eliminating customer service issues before they arise and exceeding customers' expectations. Additionally, Customer Service WOW is charged with utilizing customer feedback to track trends, enabling Autobytel.com to predict consumers' needs and stay ahead of the curve.
"The satisfaction of our customers-I'm referring to both consumers and dealers-is our number one priority, because, without it, our business model won't work," said Ann Delligatta, Autobytel.com's Executive Vice President and Chief Operating Officer. "Autobytel.com's proactive approach to customer service issues sets us apart from the competition. With Girina at the helm of Customer Service WOW, I believe Autobytel.com will continue to set the standard for e-commerce customer support."
Prior to this promotion, Dong served as the Director of Quality Assurance and Product Integration for Autobytel.com, creating an infrastructure for its IT Department that enabled the company to launch new products at a rapid pace while ensuring their integrity. Additionally, Dong spearheaded Autobytel.com's Quality Assurance program.
Autobytel.com differs from many other e-commerce sites in that the final sales process is based on human contact, not purely on computer interface. In this way, Customer Service WOW straddles both traditional retailing and e-tailing, giving Autobytel.com's Customer Service WOW Representatives the responsibility of ensuring a positive experience both on- and off-line. To achieve this, Dong demands that her staff be proactive rather than reactive and that they find creative ways to WOW their customers.
One of Dong's first steps towards WOWing Autobytel.com customers has been to implement a process that alerts her Customer Service Representatives when a consumer returns to the Autobytel.com site to check on the status of a purchase request. By being aware of this action, Customer Service WOW can monitor the purchase request process to determine if there are any problems at the dealer or consumer level, and, if any are detected, to follow up as necessary.
Prior to joining Autobytel.com, Dong worked at TRW for over nine years. Dong served as Director, Client Services & Systems Development for two years, during which she was charged with ensuring the accuracy and timely completion of projects for numerous financial institutions. |
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