The “DCF Experience” at Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, was customer focussed so that buying or servicing a vehicle at DCF added Real Value to the customer’s investment. The DCF Experience started with the customer’s first impression. All locations had dedicated…

BPIR Categories

1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms
1.3.3 Review customer relationship approach

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