Starting on August 1, Ford is changing the Customer Handling Process. The primary shift will be the assignment of a Customer Care Solutions Team to specifically address customer issues with your dealership.
The idea of assigning teams to your dealership is to help foster a relationship between you and the CRC. As you begin to work with the same members of the CRC staff to assist your customers, you will become more comfortable with their decisions. It changes the center from a detached bureaucracy into a more friendly, familiar exchange. You will be talking with voices that you will grow to know. Likewise, the staff at the CRC will begin to recognize your dealer-ship's unique talents and capabilities to resolve customer concerns.
The new teams will also be working with your zone representatives to coordinate customer handling. This includes making contacts with Service Engineering Operations, Parts Supply and Logistics, and whatever Ford sector would be required for satisfying the customer.
It is a good move by Ford, and one that will likely help your dealership as well.