Customer Interaction Get It Right the First Time… You May Not Get a Second Chance!
Trying to please today’s automotive service customers, in a tough economic marketplace, is a full time endeavor for most dealers. Service customers are becoming increasingly more fickle, wanting more products and services for less money. Today’s consumers are increasingly more impatient and demand faster, more responsive customer service. With these types of consumer demands, dealership customer loyalty is more of the exception than the norm. In fact, consumers are defecting to competitors based on their last experience with a dealership. Some reasons include an unsatisfactory visit, a poorly handled phone call, or a conflicting and/or confusing marketing message, resulting in an ongoing battle for every Service Manager to keep customers loyal.