Upon entering, I asked to speak to a customer service representative who knew something about the drills. The lone person on duty in the hardware department was busy talking to another customer, with three other customers waiting.

I waited 10 minutes before being able to talk to the rep, who, as it turned out, didn't know much about power drills. He referred me to a manager ? hence, more waiting.  

To his credit, the manager was helpful and courteous, and apologized for the long wait. Now I could finally make an informed buying decision.  

But when it came time to pay for the item, only three checkout aisles (out of 10) were open. Each had lineups, and customers were starting to grumble.  

What's wrong with this picture? This is supposed to be the era of the "service-based" economy, but I am continuously disappointed by the lack of service in the retail sector.  

Big-box stores, airlines, gas stations, credit card companies and computer outlets are all in the service business, but many just pay lip service to providing great customer service.  

I don't mean to pick on big retail stores. Some provide an exceptional shopping experience and continue to raise the bar in looking after customers' needs.  

Unfortunately, "it's not my department," "leave a message," and "take a number" have become all-too-familiar catchphrases today.  

In contrast to most retail businesses, new-car dealerships offer a level of customer service that is almost unparalleled. I'm not suggesting our industry is without its flaws; there is always room for improvement.  

It has been my experience, however, that dealerships are among the last bastions of true customer service.  

Whether customers are looking to service their vehicles or to buy a new car, they are usually treated like royalty. Dealerships take the retail experience very seriously. We are constantly upgrading our facilities or investing in retraining for our staff.  

Car salespeople spend hours with prospective customers, making sure they find the right vehicles at the right price.  

Salespeople attend regular training sessions and product knowledge seminars.  

They will answer questions with confidence, and ensure that all of the financing details are handled professionally and in a reasonable amount of time.  

Service departments are extremely "customer-focused." Loaner cars, comfortable lounges, complimentary coffee, shuttle service, 24-hour towing, roadside assistance, vehicle-history records, friendly consultations ? these are some of the services and amenities offered.  

Not all dealerships offer all of these amenities, but customers generally receive excellent service when they bring in their vehicles for maintenance, warranty or repair work.  

If you have a problem with your car, or you have a car-related issue to discuss, then your local new-car dealership will take the time to address your concerns.  

You won't have to contact a call centre and you won't be ignored. Nor will you have to wait long on the phone to speak to the right person.  

Dealerships have a vested interest in keeping customers happy.  

One of the most effective measuring tools is a customer-satisfaction survey, which examines a whole range of issues from vehicle quality to dealer service.  

The survey measures the performance of a dealership by asking customers to comment on their experiences. All new car dealers participate in some form of a customer satisfaction survey. Some are conducted over the phone, while others are more sophisticated and require customers to provide precise details about their experiences.  

New-car dealers are required by the manufacturers to maintain high customer-satisfaction ratings.  

The higher the customer-satisfaction scores, the more likely customers will return to have their vehicles serviced or to buy a car.  

The purpose of the survey is to provide dealers with feedback, which can then be used to make improvements. Tell your sales rep or service adviser that you appreciate their service. They love to hear it.  

Or if you have a complaint or a suggestion, then don't hesitate to bring it to the service adviser's attention. Whether you're dealing with the sales, leasing, service, parts or body shop departments, dealerships rely on customer feedback in order to improve their service.