Mercedes-Benz of Burlington Serves Up Exceptional Customer Service | Edmunds

Mercedes-Benz of Burlington Serves Up Exceptional Customer Service


BURLINGTON, Massachusetts — A great cup of coffee is helping business percolate at the newly opened Mercedes-Benz of Burlington dealership.

In its first eight weeks, Product Concierge Victor Argueta has never heard so many compliments and not just on the 2015 Mercedes S-Class and GL-Class SUV.

He's usually behind what he calls the "Answer Bar," similar to Apple's Genius Bar. There, he serves java from Ospina Coffee Company, the oldest family-owned coffee company in existence.

The beans and brew are so precious to the family, Ospina flew in its owner from Colombia to teach Argueta and his fellow team members about its history and how to be a barista.

The training didn't stop there. Argueta and two fellow concierges are considered the encyclopedia of all things Mercedes. They have each car manual memorized and are the ones to educate the car buyer about all its features upon delivery.

"I spend up to an hour going over the technology with them, setting up their services or any apps they want," Argueta told Edmunds.

He's also quick to help any service customers who have questions, even if it's just to point to the dealership's nail salon near the answer bar, where guests may receive a complimentary manicure while they wait, he said.

"Guests are always surprised at all the extras," he said.

Edmunds says: Good customer service warms a guest like a cup of gourmet coffee at this luxury dealership.

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