Lots of happymouthing from Mark Reuss, president of GM North America, at the Automotive News World Congress, who recently spoke about how the company is going to get the customer service right.

 

Yessiree Bob, individual customer solutions for individual customer problems, one by one we're going to get it right, cross our hearts hope to die.

An increased emphasis on customer service appears to be one of the talking points for the long road ahead of GM.

 

“For the first time in a long time, we’re listening to our customers again,” Reuss said. “The hard truth is that we haven’t always done a great job at this in recent years. Today, we’re listening well.”

Well enough to hear car buyers said, “Is there a Toyota dealership around here?” 

“Customer service, first and foremost… coupled with a renewed focus on five fundamental areas: quality, technology, design, brands, and people. It’s not hard. In fact, it’s very simple,” Reuss said.

 

No it's not, Mark, it's quite difficult. Were it simple everybody would be doing it. GM would be doing it.

“Our success comes down to achieving one overriding goal,” Reuss said, adding that providing fundamental excellence in product and service for the customer.

We don't mean to sound cynical, we hope Reuss means every word. Sure would be nice – and it sure would lead to a welcome change in customer service if they follow through.

In fact, according to the The Oakland Press, GM has instituted a new internal Web site dedicated to passing around information about “How to Help a Customer. ”

 

It now pulls together a number of important links and resources that allow employees to quickly and efficiently help customers get answers to their questions, Reuss said.

There's also a new Government Motors application for employees’ mobile devices that is designed to answer consumer questions.

We wish Reuss well. We wish GM well. But there's nothing easier than promising better customer service. To his credit Reuss gives specific examples of instances where he's improved customer service. This is all to the good.

 

But the best customer service, of course, is a great car at a great price. That's what GM should be focusing on, since that's what they have specifically not provided in the past.

 

Get that right and you'll be amazed how your customer satisfaction will increase. Not to mention the number of your customers.