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Alphera empowers dealers to read customers’ minds PDF Print E-mail
Thursday, 21 September 2017
A ground-breaking scheme that rewards dealers for providing exceptional customer service has been launched by award-winning independent financial services provider, ALPHERA Financial Services. In a first for the sector, an innovative incentive programme sees Alphera’s partners rewarded for their commitment to ensuring customers fully understand the implications of their finance agreement. 

The programme, which runs until December 2017, enables Alphera to work with its dealer partners in developing a deeper understanding of the customer journey, as well as gauging more accurately the consumer experience or point-of-sale techniques.

At the heart of the scheme is a survey sent to every customer who buys a vehicle utilising ALPHERA Financial Services. Each dealer is encouraged to ensure customers complete the survey to provide valuable insights into their experience of taking out a finance agreement, as well as exploring how deeply the customer understands the finance package they have signed up to. These learnings will then inform ever better customer service and support for consumers. Treating the Customer Fairly (TCF) is at the heart of what Alphera does, and is a number one priority for the work it carries out with its partners.

Commenting on the innovative approach, Spencer Halil, director at Alphera, said: “Change is all around, and it’s essential that we support our partners by anticipating, and leading, rather than just responding to and following others. We want our partners to be inspired to exceed customer demands, and delivering far beyond their expectations.

“At Alphera, we work closely with our partners to mentor, help and encourage them to keep abreast of all the challenges and stay ahead of the curve, and that is the reason why we are now investing in industry-wide finance accreditations. Alphera has a responsibility to act as a true educational partner, providing management information, market intelligence and consumer insight.”

In addition, for every customer survey that is completed as part of the new programme, Alphera will be making a £1 donation in support of Macmillan Cancer Support.
 

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