Comments By Bob Aldons - Northstar Motor Group

I read this last night and thought I'd share. Customer service, or lack of, frustrates our customers or potential customers no end. Here are 3 basic steps to START the journey towards outstanding customer service. This article comes from a US company called Motor Age Training - a division of National Institute for Automotive Service Excellence    http://www.ase.com

We listen to millions of recorded calls every single year. And we routinely hear utterly terrifying customer service. We've written extensively on improving customer service. We wrote an eBook called Bad Customer Service: The Silent Killer that details, very specifically, how to improve customer service now. But after reviewing hordes of calls, this eBook may be too advanced for some people. It is customer service calculus and what many in Australia (apparently) need is customer service Kindergarten alphabet. Here are three basic, simple and absolute minimum customer service requirements that everyone can, should and must do (but most don't):

 1) Be Nice - It sounds simple. It is simple. And yet, many people simply aren't nice to customers. In several calls we hear customers asking basic questions and customer service reps getting very annoyed. We hear customers simply wanting to buy a product or get information about a product, and then the employee sounds genuinely irritated.

 It is stunning. So, if you want to stand out from the crowd, if you want to follow basic standards of customer service, just be nice.

 2) Ask Questions - Most customer service people don't ask questions. I am stunned when I listen to so-called customer service calls when the employee fails to even ask questions necessary for the most basic level of customer service.

 3) Take Time - Most of the customer service calls we hear sound rushed. This is true of large call centres, small businesses, hotels, tyre shops, automotive repair shops and heavy manufacturing. Bad customer service doesn't discriminate. Most employees at most businesses sound like they're in a hurry when they're on the phone. They consistently refer the caller to a website or to a brochure. What?!!? You have them on the phone! Why would you refer them to anything else? It literally makes no sense.

 If you want to offer a basic level of customer service, at least take the time to get to know the customer and answer their questions. Why hurry?

Comments by Bob Aldons - Northstar VW

Someone in Volkswagen's Wolfsburg design centre is going to get a pineapple.

They probably thought that cold weather testing in the middle of nowhere was disguise enough - imagine the thoughts and feelings of not only those same engineers, but also the hierarchy within Volkswagen Germany when they see these pictures.

Above all that - what a car! Can't wait till 2013, I'd like it for our dealership, Northstar Volkswagen right now. Can you imagine the market impact of a car that delivers 111 litres/100k whilst only emitting 24 grams of CO2?

AND, besides all that nice eco/green statement, a car that looks like this?

The technological advance within Volkswagen never cease to amaze me - bring it on.

If you'd like to discuss the green credentials of Volkswagen, please call into Northstar Volkswagen at 322 Anzac Avenue Redcliffe, visit our website at www.northstarvw.com.au or check out this month's specials at www.lovemyvw.com.au

Volkswagen XL1 prototype spy photo

The long-awaited 1-liter car has finally been confirmed for production and here are the first shots of a prototype testing to prove it. Surprisingly it is not wearing any camouflage to hide any of its styling elements, so immediately we get to see the production model in its full glory.

Development of the model started out in concept form when it was unveiled as the L1 back in 2009, then last year the Formula XL1 concept was unveiled. It is believed the latter concept will provide the name for the production model as sources say it will become the Volkswagen XL1. The small engine within the XL1 is expected to produce some quite astonishing fuel economy and emissions figures. The concept was reported to emit just 24g/km of CO2 gases and can go 100 km on just 0.9-liters of fuel.

The VW XL1 is expected to hit the market in 2013 for a limited production run.

Comments by Bob Aldons - Northstar Volkswagen

Customization of street worthy cars isn't new - at Northstar Motor Group, one of our GM's is probably the best in the business at modifying or rather enhancing his range.

The work done on this Golf GTI is remarkable in its look, but methinks that E13,000 ($15,000 dollars) doesn't allow too many people to access the design. At Northstar VW we've just started a new project on enhancing the looks of a Golf GTI without having to dig too deep into your pocket.

If you'd like to see the progress on our project, you can follow us on Facebook and check out what we're about to do. Exterior enhancements, wheel, interior and other upgrades without breaking the bank.

Drop into Northstar Volkswagen at 322 Anzac Avenue Redcliffe, visit us at www.northstarvw.com.au or check out our monthly specials at www.lovemyvw.com.au

Volkswagen Golf VI GTI by CFC StylingStation 15.03.2012

It's an inevitable trend as we see more graphics companies specializing in custom car exterior vinyl foils turning into all out tuning shops. Undoubtedly, in interacting with their customers, the proprietors of these firms are recognizing the need to be a one-stop-shop for all of their customer's needs but without charging the heavily stuffed footballer prices.

German company CFC StylingStation is one of those small businesses who specializes in custom car exterior vinyl foils but has branched out. Now the firm from the city of Neuss on the left bank of the Rhine river wants to showcase (once again) its tuning chops with the Volkswagen Golf VI GTI.

To start, CFC has added to the body a Kerscher front bumper carbon-lip spoiler and 2.5cm widened fenders (together cost 800 euro), side sills, rear diffuser, mirror caps and engine cover all in carbon-fiber by Black-Gold-Design (set costs 1,200 euro).

The chassis is distinguished by two different wheel designs: pink ASA GT1 8.5x19 inch wheels on the one side and red ASA GT3 wheels in the same size on the other. Tires are Hankook EvoS1 225/35R19 (each wheel set costs 2,400 euro). The front wheel hubs receive Eibach spacers while the rear gets 5mm H&R wheel disks. APX AP coilovers (779 euro) in combination with H&R stabilizers ensure increased driving dynamics. The TÜV certified braking system (949 euro) includes 4-piston calipers, carbon-steel two-piece grooved brake discs and also an ultra light floating aluminum hub.

Under the hood CFC taps MR Car Design's turbo upgrade kit (2,200 euro) which includes downpipe and black tail pipe. Power is increased from 210 PS (155 kW / 207 hp) to a Golf R worthy 270 PS (199kW / 266 hp) and 400 Nm of torque.

And of course let's not forget CFC's specialty which gives the GTI a matt gray foiling (1,400 euro) while the roof is painted in High Gloss Carbon Black (550 euro). As a unique touch of contrast, the right side fender and front bumper grille is given a cartoonish collage design which CFC calls Sticker Bombing (250 euro).

Other upgrades include anthracitic colored tinted glass (248 euro), pink tinted fog-lights (50 euro) and a MK SoundStyle audio system which includes a Pioneer head unit, amplifiers by Mosconi, cabling by AIV, Rainbow speakers and Jehnert Doorboards.

When all is said and done, upgrades cost 12,900 euro not including the HiFi system which costs an additional 10,000 euro.

comments by Bob Aldons - Northstar VW

Peter Barnwell of News Limited Community Newspapers provides insightful comment on the new VW Up auto.  And Peter's first impression is that you should stick to the delightful 6 speed manual rather than the automatic.

Whilst some of his critique may be harsh, having driven a Smartfor recently, I'd agree that technology doesn't transfer into small clutchless manuals. If you're thinking it will be like Volkswagens impressive DSG gearbox, then think again. Simply the engineers at VW couldn't fit the dsg box into the Up. If you have to, then you'll have to put up with the quirkiness of the gearbox, but if not, then the manual version, will be your pick.

How does 4.5l/100k sound - the Volkswagen Up is all about providing a fun but economical car - for city commuters. Northstar VW can't wait to see it later in the year.

If you're after more information, send us an email through www.nsmg.com.au or if you're looking for one of the current range, including Polo, Golf or Tiguan, have a look at lovemyvw.com.au

VW Up is built on a new platform that will be leveraged for quite a few other models in the near future.

Peter Barnwell road tests and reviews the five-speed auto 2012 VW Up in Germany.

We have been waiting for a while to drive this little car, which Volkswagen is adding to the city light-car field.

TECHNOLOGY

They trotted out a cute little red Up five-door with the 'big' 55kW, 1.0-litre three cylinder petrol engine. This was also the first drive by anyone outside Volkswagen of the new five-speed automated manual model - the "auto" for want of a better description.

Up is a while away scheduled for a local launch late this year probably in three and five door variants with two versions of the 1.0-litre three pot, the 55kW and the 44kW. Up has been built to cater for a growing call for smaller city cars that offer many attributes from larger cars.

THE RANGE

VW Up is built on a new platform that will be leveraged for quite a few other models in the near future. In Europe, Up is available in a number of grades starting with the Take Up then moving through Move Up, High Up, Black Up and White Up in ascending equipment order.

The car gets a Euro five star crash rating (equivalent to four here) and as such has four air bags and stability control as well as high strength steel chassis components.

The five-door model we drove seats four in relative comfort with adequate rear seat leg and headroom. The boot is a useable size, deep but not very wide. We couldn't find a spare in there.

EQUIPMENT

It scores plenty of features including aircon, Bluetooth connectivity and on the Bluemotion model, auto stop/start, regenerative electricity harvesting and low rolling resistance tyres. Fuel economy is in the low 4.0-litres/100km bracket for both engines and both five speed transmissions.

Up passes Euro 5 emissions regs and can be optioned with a portable Maps and More sat nav system that is networked into the cars electronics. This was fitted to the drive car and proved a godsend in the back blocks surrounding Wolfsburg. It even tells you when you are exceeding the speed limit.

DRIVING

Our drive car also had the large blue tinted glass sliding sunroof, daytime running lights, 16-inch alloys and City Emergency Braking that operates up to speeds of 30kmh. The auto is likely to be a low cost option but after our drive, we wouldn't recommend it because it causes the car to lurch with each gear change and rushes to a higher gear to cut fuel use at the expense of driveability.

We'd go for the manual every time. The little warbling 1.0-litre donk has good pick-up and hums along like a beauty on the highway at the speed limit. There's a bit in reserve if you need it and fuel economy at these speeds is phenomenal down into the 3.0s.

Ride is surprisingly good for such a small and short car and it has a small turning circle. We rate it a fun car to drive in a range of driving environments.

INSIDE

The interior looks good but doesn't have many soft surfaces except for the seats with perforated upholstery in the test car. It has a decent audio system and plenty of storage options.

We like the painted interior surfaces and the contrast interior colours. It has a cheeky face and pert tail and is a whole lot more functional and better to look at than the Smart for Two for example bigger and less expensive too.

What we want to know is how VW in Australia is going to fit this car in around the Polo, Skoda Fabia and same under the skin Skoda Citigo?

by Bob Aldons - Northstar Volkswagen

Volkswagen's new small car, the Up promises to shake up the small car market when it arrives in Australia in the last quarter of 2012.

Built at the companies plant in Slovakia, Up is being manufactured in 3 door and 5 door with a 6 speed manual transmission as standard and a semi auto available as an option. Reports from around the world suggest that the auto is not as it should be, but knowing VW as well as we do now, there'll be a surpise in store. Northstar Volkswagen expects the Up to start under $15000 and will very much depend on the currency exchange rates.

Volkswagen Group Australia has proven to be highly competitive in pricing their vehicles correctly against the world wide competition and there's nu suggestion that this will change with any new model. Feel free to visit Northstar at 322 Anzac Avenue Redcliffe, our web site at www.northstarvw.com.au or our monthly specials page at www.lovemyvw.com.au .