Nicky made sure my request was attended to efficiently

I phoned Ford N1 City to book my car in for the phase 2 safety recall. The first person I spoke to said that the person who deals with this wasn't in, but they would get them to call back. Most companies have such a poor rep with calling back, and one often never gets that promised call. For this reason, I wasn't satisfied about the call back option, but had no choice and accepted this uncertain fate. After giving it some thought, I realized I was not content with this answer, as this was an urgent matter that couldn't afford to experience unnecessary call back issues and delays. As a client I also expect that when I call the number of Ford, that they should be able to book my vehicle, regardless of whether the person who deals with this is in or out at the time. When you cannot book for this reason, this tells me that the system is fundamentally flawed, and should be rectified asap.

Anyways, I called back again a few minutes later, and demanded that my vehicle was booked in. I spoke with Nicky this time, who promised me that I would receive a call back. I told her that I would hold responsible if I never heard anything back. She accepted responsibility, and I was pleasantly surprised to receive a call back 15 minutes later confirming that my vehicle was booked in. I was both surprised and impressed to have received the call back, and so soon. Perhaps Ford is making a come back when dealing with customer relations? More service like this and they will be well on their way. All the client needs at the end of the day is some decent service, and that is what I received, with some extra.

I would still like to highlight the fact that the booking of the vehicles for some reason sits with 2 or 3 people, who are often out delivering vehicles. This means that if I need to phone in again, and they are out again, I am likely to get frustrated with the service again - unless of course Nicky answers the phone. This is a systems issue and should be addressed to avoid adding further damage to the reputation of Ford.