service reps : anyone work in Lexus Cerritos or can verify this... - Club Lexus Forums


service reps : anyone work in Lexus Cerritos or can verify this...

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Old 11-01-12, 03:47 PM   #1
masboy
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Default service reps : anyone work in Lexus Cerritos or can verify this...

My friend went to Lexus Cerritos while back and had bad experience w/ the service rep, she complaint about it to the manager or someone over there. Today she went there again to get her lexus maintenance check up, turned out they assign her with the SAME service rep that she had given a bad review the first time *what a lucky day*. He told her that because of the bad review that she had written, he didn't get a paycheck that month. He was pretty serious and very defensive. She felt so uncomfortable and why would you tell your customer that you didn't get a paycheck?

Is that even make sense ? Didn't get a paycheck because bad service ? I have the service rep name if that even help.
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Old 11-01-12, 03:52 PM   #2
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I've never heard of that being done anywhere.
Maybe didn't get a bonus or something. I don't think it would be legal to withhold someone's paycheck on the basis of a customer complaint.....
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Old 11-01-12, 11:19 PM   #3
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We should all be happy to hear this.
How many times have we complaigned about poor sevice and say "nobody cares or listens".

Good job by the Dealership management.
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Old 11-01-12, 11:51 PM   #4
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Quote:
Originally Posted by KillaIS250 View Post
I've never heard of that being done anywhere.
Maybe didn't get a bonus or something. I don't think it would be legal to withhold someone's paycheck on the basis of a customer complaint.....
Service advisors lose money on every bad survey they receive. Not sure on the amount exactly but enough to make a difference. They could have 100 good one's but just 1 bad survey and their pay check is affected.
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Old 11-02-12, 01:07 AM   #5
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if she made a legitimate complaint she should brush it off and just say something along the lines of "after last time i do not wish to do business with you, please reassign me to a different advisor".
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Old 11-02-12, 08:57 AM   #6
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thanks fellas!
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Old 11-09-12, 12:03 AM   #7
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I used to write service @ Lexus dealership. It is true that SA may not get the CSI bonus because he got a bad survey from a customer. But to say he didnt recieve a paycheck because of one survey is total BS. Hope this helps!!!!
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Old 11-09-12, 12:44 AM   #8
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Yeah, they can't cut your salary. That's just wrong. But the bonuses/commission can easily be affected by poor performance.
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Old 11-23-12, 08:57 PM   #9
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Not sure if he's BSing or just trying to make her feel bad... But as a service advisor, he should still remain calm and show respect to the customer period...
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Old 11-26-12, 02:25 AM   #10
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Have her file another report about the second time lol
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