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This course is designed for any management team member to review the skills necessary to continuously improve service quality, assure Customer retention, and improve the likelihood of positive referrals.
Are You Experiencing:
• Low customer satisfaction
• Multiple vehicles being dropped off at the same time
• Unhappy Customers at vehicle delivery
• Lack of pro-active communication with customers - they call you asking for the status of their vehicle instead of you calling them
• Unscheduled deliveries
• Paperwork not ready when delivering the vehicle
• Not meeting customer time frames
The Course Will Provide:
• Methods for the sales team to set the proper expectations
• Refinements to the vehicle check-in process
• Processes for improving communication
• Refinements to the vehicle delivery process
• Delivery scripts which flow well and end with asking for referrals
• Methods to deal with unhappy customers and recover with “flair”
• Ways to interpret the CSI feedback / score
• Exercises on how to conduct a monthly process refinement meeting based on an actual CSI report
Participants will be provided with detailed processes and customizable forms. Participants will have numerous opportunities to practice the skills learned through role-playing. A CSI complete report and Hot Sheet are reviewed.
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