The Good Garage Scheme – putting customers first

The Good Garage Scheme – putting customers first Most of us have experienced poor customer service at some time or another and very few other things rile us as much. So how can you be sure of getting the right level of customer service you deserve when taking your vehicle for a service, MOT or repair? The answer’s simple – head to a Good Garage Scheme member. How can I be sure I’m getting good customer service? Easy! When you’re looking for a garage or workshop, look out for the Good Garage Scheme’s green and white ‘tick’ logo. Customer service is one of the cornerstones of the Good Garage Scheme ethos. Becoming and staying a member of the Scheme hinges on garages and workshops providing good customer service. All Good Garage Scheme members must: • Adhere to a strict Code of Conduct and pledge to have their customers’ best interests at heart • Agree what work needs doing with their customers before it is carried out • Work to a 50-point Industry Standard Service checklist • Supply each customer with a feedback card allowing them to give their views on the service they have received, which is then sent directly to the Good Garage Scheme The customer feedback system highlights the areas of best practice and areas for improvement. A five-star rating system is produced for each member garage on the Good Garage Scheme website www.goodgaragescheme.com, based on the feedback forms, to help potential future customers find the best workshop in their area. Nationally, the Good Garage Scheme receives around 10,000 customer feedback forms every month. What if there’s a problem? Help is at hand if you feel you need further explanation of what went on during your car’s service, and the Good Garage Scheme has a formal complaints procedure (www.goodgaragescheme.com/complaints) if you feel things need to be taken further. In addition, the Good Garage Scheme offers to liaise with motorists who may have issues with member garages so that these are resolved. Where can I find out more? Simply logon to www.goodgaragescheme.com and type in your postcode to find your nearest Good Garage Scheme member garage. A self-regulatory body for independent workshops and MOT centres, the Scheme ensures the best industry standards are maintained by its members. It has over 2,900 members who adhere to a strict Code of Conduct and offer an Industry Standard Service checklist. • Further information can be found by visiting www.goodgaragescheme.com ENDS (380 words)

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