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This month LKQ Euro Car Parts launched its brand-new Customer Promise to trade customers, to mark 2021 being the year of the customer. The Promise has been designed to make a customer’s experience as smooth, consistent and straightforward as possible and is split into four core pillars.
Right Part First Time
Our customers will get the right part, first time and on time. That means they get what they need when they need it, and at the right price. And if something does go wrong, we keep them updated every step of the way, and pull out all the stops to make sure they don’t feel the effects.
There Whenever You Need Us
We want our customers to know we’re around to support whenever they need it. The team is on the other of the phone if they need something, and our online ordering platform Omnipart is there for them when they’re not. The added bit of magic for the customer is the knowledge and expertise of our teams, which is why we’re dedicated to developing our people with ongoing training courses and development programmes.
No Hassle Warranty and Returns
Our commitment is to only offer the very best. We know things can sometimes go wrong but having the determination to deal with it quickly and efficiently is our commitment. We’ll endeavour to handle returns and warranties with ‘no arguments or fuss’ and have updated our Warranty and Returns process, working collaboratively with the Operations Support teams to deliver and implement this in the branch network.
A Supportive Partner in a Changing World
We’re not just here to support customers for the now, but to also support customers’ businesses for the future too. We understand the challenges our customers are facing and have a solution to support it. Knowing what service solutions to offer, picking up on a challenge that a customer might be facing and being ready to help, is what sets us apart from competitors. Looking to the future is so important in the automotive industry as we face into some crucial changes – being able to use this to a customer’s advantage will be just as key.
As part of the launch, the Customer Promise was launched to customers through the LKQ Euro Car Parts social channels, Omnihub and Garage Support newsletters. It was broadcast internally to all colleagues prior to launch and has its own dedicated page on ECPedia, where the lastest news, case studies and tips as the Customer Promise gains momentum in the week and months to come.
A dedicated email has also been created to capture both colleagues and customers feedback, suggestion or issues around the promise, so the team can react quickly and turn any negative experience into a positive one.
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