Delivering a fantastic customer experience

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Jennifer Tarr
Pulman Volkswagen Durham, Approved Used Vehicle - Excellent customer service. Craig Hayes made everything really clear. Craig understood my requirements and why they were important to me and matched the right vehicle to me. I felt like I was listened to and received excellent advice.
Kathryn Wright-Fox
Pulman Volkswagen Durham, Approved used Vehicle - I was very impressed by the way I was treated at Pulman VW Durham. I had visited another VW dealership in Darlington but the sales team there were far too busy with their coffee and cake in the salesroom to bother with I left. At Durham however, I had the chance to browse then a sales associate approached me and asked if he could help. It can be quite daunting as a women going into a car dealership without her husband (*gasp*) to buy a car, but I was made to feel at ease and the whole experience was very friendly and informal. My car was located at a different dealership but the sales associate organised to have the car brought to the Durham dealership for the following morning. When I went back the next day the car was right outside the showroom ready for me to test drive - excellent! I was undecided between two cars; the sales associate went through all of my options for both cars so that I could see clearly the benefits of each one. As I was still undecided he advised me which one he thought was the best option for me, tailoring the experience to my needs. Jamie used very little jargon (which can come across as patronising) and I was impressed with the transparency of the information he provided. Communication was very good with the dealership. Due to issues with my previous car's finance company, there was a lot of to-and-fro between Jamie and myself which we did via email; this was a lot easier than calling.
Bernadette Dews
Pulman Volkswagen Durham, Approved Used Vehicle - I found James Earnshaw the salesman very helpful, patient and understanding he managed to answer all our questions and thrashed out a deal to suit both parties , he kept us in touch of what was going on all the way up to hand over nothing was a trouble. Having bought more cars than I can remember over the last 40 years I have experienced many ***** salesman as well as good ones to and I would just like to say James Earnshaw is there with the best ones well done James
Julia Potts
Pulman Volkswagen Durham, Approved used Vehicle - I could never fault the customer service received especially from Mick Stones, absolutely top class service as always! Mick ensured the turn around in terms of getting the car to me once I had decided to purchase it was so fast I really was surprised. Test drove on Wednesday I drove my new car away on Friday afternoon. Mick can never do enough for you, excellent experience
Claire Holt
Pulman Volkswagen Durham, Approved Used Vehicle - Sales person Scott Jenkins was very relaxed, open and honest. Not at all pushy . Car was sent over from other location quickly, and we were able to drive away within a couple of days Good advice received about our part ex car

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