Providing excellent customer service is what we all strive to do here at Melville Volkswagen so it's wonderful when one of our staff members is recognised nationally for doing just that.
John Bilan, assistant service manager, received a “wow” award, one of only three presented in Australia, for helping get a long-time customer back on the road in super-quick time after an issue with her Tiguan.
In her customer review, Mona said: “The service we got from John and the worksop staff was excellent. We have been customers for several years now and other family members also service their cars with Melville Volkswagen. The service is the same in the Sales department -- we have purchased several vehicles."
She added: "John took the time to research alternative options to resolve an unexpected and expensive issue with our Tiguan in an attempt to find the best option. I expected John might reasonably take 3-4 days to come back to us but options were presented Friday, the day after we brought the vehicle in.”
After choosing an option on Friday morning, John and two workshop staff worked hard to get the vehicle ready for the weekend.
“We couldn’t attend before closing time,” said Mona, “so John arranged an alternative payment method and key drop off method to resolve this. John also provided us with a discount in recognition of our history with Melville Volkswagen and the unexpected cost.”
John, who has only been at Melville Volkswagen for a couple of months, was quick to praise his colleagues who helped him deliver this great result for Mona. "It was a team effort," he said.
The award from Volkswagen Group Australia (VGA) is based on the best comments and stories from client surveys which embody VGA's values. it was announced at the Volkswagen Annual Experience Summit held in Brisbane earlier this month.