AutoCAP Is Here For You BY RACHEL MALKIN AutoCAP Coordinator & Receptionist We all know that customer satisfaction is key to a successful business. But what happens when your customer drives away with less than a smile on their face? One of the many benefits as an NHADA member is that your customers can contact the Automotive Consumer Action Program (AutoCAP) if they have a problem or are dissatisfied. Whether the complaint is about sales, service, or something else, there is usually a reasonable solution. Consumers may learn about AutoCAP organically, or be referred by a member business or the Consumer Protection Bureau. They can then contact us by phone or complete the online form by scanning the QR code. The first step is to mediate on behalf of you, the member. Often, there is a breakdown in communication that prevents your staff from being able to communicate effectively with the customer. Other times, there is a misunderstanding (or lack of understanding) of industry standards or the paperwork the customer has signed. Sometimes, it’s both! The majority of these cases are resolved with a phone call and require no further action. If the case is not resolved, it may be referred to the AutoCAP Panel for a decision. The Panel is made up of four consumer representatives and three automotive industry representatives. Neither the member nor the consumer is present at the meeting, and all material submitted is redacted to remain anonymous. By agreeing to participate in this process, you also agree to follow the Panel’s recommendation. At the end of the day, AutoCAP offers a chance to show your goodwill and minimize customer conflict. I look forward to a continued working relationship with all of you and appreciate your support and expertise. If you have any questions, please feel free to reach out at 603-224-2369. One of the many benefits as an NHADA member is that your customers can contact the Automotive Consumer Action Program (AutoCAP) if they have a problem or are dissatisfied. https://www.nhada.com/resources/autocap MARCH 2023 17
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