Service and Parts Operations (SPO) Becomes Customer Care and Aftersales

Service and Parts Operations (SPO) Becomes Customer Care and Aftersales

Service Parts Operations, long the name that described ACDelco, Goodwrench and GM Performance Parts, is being renamed Customer Care and Aftersales.

“Our new name better reflects GM’s critical role in customer retention and service after the sale,” said Steve Hill who was named this week to succeed Kevin Williams, who was named President and General Manager of GM Canada.

“It’s going to be less about selling parts and more about taking care of customers, hence the name customer care,” Hill said of the former SPO. “All successful organizations are centered on the customer. If you’re not customer focused, you’re just not going to win.”

Hill noted the importance of past Saturn, Hummer and Saab owners. “If we’re not taking care of these customers and their service needs, they’ve told us flat-out to forget about selling them a new car. If you’re not meeting their needs, there’s a zero chance of selling them a new car. Our name change is a signal that we’ve changed the way we’re doing business.”

Source: http://publish.media.gm.com/content/media/us/en/news/news_detail.brand_gm.html/content/Pages/news/us/en/2010/Mar/0305_spo

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Service and Parts Operations (SPO) Becomes Customer Care and Aftersales

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