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BORSA ITALIANA
10.05 EUR +0.40 %
NYSE
10.81 USD +0.19 %
Search
BORSA ITALIANA
10.05 EUR +0.40 %
NYSE
10.81 USD +0.19 %
Search

For customer

​​​​​​​Customers are at the center of all of our processes, products and services.​

In rapidly changing markets where competition is fierce and standards are high, we communicate with our customers in many different ways​ in order to understand and respond to their needs and expectations. The voice of our customers is heard throughout the whole value chain, starting from market research before they purchase the vehicle and continuing through the sales and after-sales experience.

 

To design and deliversafe, well-crafted vehicles, we monitor six different types of vehicle quality. Our global quality process incorporates not only customer feedback but also benchmark performance comparisons to ensure we understand both our customers’ requirements and the competitive market.

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​​​​​We offer timely response to our customers' needs.

We realize our responsibility does not end with the final sale to the customer, but continues throughout the entire lifecycle of the vehicle.​​​ Across the globe, our dealers and Customer Contact Centers (CCC) create an open channel of dialogue with our customers. With 26 CCCs across our four operating regions and about 1,400 operators, we manage nearly 16 million contacts a year in 30 different languages.​

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​​​​​​​​We plan around our customers' needs.

Freedom of movement for everyone guides our Autonomy and Automobility programs, which offer technical or financial solutions for customers with reduced mobility. Freedom of movement also means functionality, efficiency and practicality. All model of car and commercial vehicles of Fiat, Lancia, Abarth, Alfa Romeo, Jeep and Fiat Professional are customizable to meet the specific needs of professionals and their mobility demands on the road.​

We believe that service geared toward complete customer satisfaction enhances the relationship, creating new value that results in customer loyalty.

 

The Group offers services in the various regions where we operate which have been adapted to meet customer needs in that market.

In the EMEA region, for example, FCA Bank provides customized financial packages and online tools that allow customers to choose from different financing options. Transparency of communication with customers is also governed by specific guidelines and a code of ethics.

In the NAFTA region, FCA has been expanding the number of dealers offering express service, which significantly reduces the time required for routine maintenance such as oil change, tire rotation and multi-point inspection.

Geared toward a transparent service experience, in the LATAM region customers can watch quick services being performed on their vehicles.

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​​​​​We ensure professionalism and competence.

The Group offers extensive training to enhance the knowledge and skills of our sales and service people worldwide. A variety of learning needs are addressed, such as customer relationship management processes, product and vehicle systems knowledge, and environmental and safety features of the Group’s vehicles.​ ​