HOW TO LESSEN THE DEFECTION RATE AT YOUR DEALERSHIP For any dealership, the number one responsibility isn’t just selling or fixing cars — it’s fixing customers’ concerns. And in some cases it is much easier to fix a car’s concerns …
WHEN RESOLVING CUSTOMERS’ CONCERNS CONSIDER THE CONVENIENCE AS PART OF THE SOLUTION There are many components to great customer service, but few can be weighted as heavily as a customer’s time. In the information age, time is the most precious …
HOW TO EFFECTIVELY DEAL WITH THE PRIMARY CAUSES OF CUSTOMER ATTRITION Angry customers can be unnerving, and unfortunately are a common part of every business. Sometimes their anger is justified; sometimes it’s not. Either way, in working to resolve their …
YOU NEED TO MASTER YOUR PHONE SKILLS TO PROVIDE SUPERIOR CUSTOMER SERVICE You interact with your customers every day in many ways to review and resolve their concerns, whether it’s via a personal meeting or using email, text or even …
UNDERSTANDING AND DEALING WITH CUSTOMERS FROM VISIBLE MINORITY BACKGROUNDS. Connecting and communicating with customers from different cultures is important when conducting business in an increasingly diverse community. In many cases, your customer database is comprised of people with different personalities …
Learning how to identify problems and effectively solve them Despite your best efforts to provide quality customer service, customers will be displeased from time to time. But don’t simply accept ongoing dissatisfaction as an inevitable part of doing business. Instead, …
Customer service tips… let’s shift back to the basics You are the “face and personality” of your dealership; this is especially true if you’re dealing with your customers on the front line. The first personal impression you make on your …
HOW A POTENTIAL VEHICLE ISSUE CAN BE A GOOD WAY TO BUILD SOLID RELATIONSHIPS It goes without saying that vehicle recalls, once identified by both OEMs and Transport Canada, must be notified to both dealers and their customers. Today, raised …
What do you do when an angry customer wants to speak to your boss? You can’t manage a successful dealership without having customers, and unfortunately, where there are customers, there are also difficult customers. We’ve all had to deal with …
They come in all shapes and sizes — but you need to treat them all like royalty In this regular feature, a customer service specialist will teach you how to masterfully handle difficult customer disputes that arise in your dealership. …
SIMPLE TIPS TO TURN PROBLEMS INTO PROFITS In this new regular feature, we introduce you to a remarkable customer service specialist who will teach you how to masterfully handle difficult customer disputes that arise in your dealership. One customer complaint …
Tips to soothe a raging customer In this new regular feature, we introduce you to a remarkable customer service specialist who will teach you how to masterfully handle difficult customer disputes that arise in your dealership. It takes patience and …
