Customer Service
CSS145 Case Studies in Customer Service: Project 4
Case Study: Fields Auto Group
Project Description:
Read about Fields Auto Group on pages 129-130 of your textbook and also online. Answer the following questions:
1) Have you heard of Fields Auto Group? Have you ever purchased a vehicle from a dealership? Describe your experience. If not, what would be your expectations as a customer?
2) Based on what you have read, how do you think Fields Auto Group strives to be different from other car dealerships? How does this compare to your experience or your expectations when purchasing a vehicle?
3) How does the Fields Auto Group use technology to enhance the customer experience? Cite examples from your research.