Scribd Logo
Upload

Welcome to Scribd!

  • 8 views

    6 Key Steps - Service v3 3

    Uploaded by

    Kaiser Daric de Dios
    The document outlines 6 key steps for creating customer advocates in automotive service: 1) Listen to understand customer needs; 2) Provide high professionalism; 3) Deliver exceptional service; 4) Give customers positive experiences to share; 5) Manage online reputation; and 6) Be consistent in exceeding expectations each time. The steps include examples of behaviors such as greeting customers professionally, thoroughly explaining services, providing status updates, and thanking online reviews.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    6 Key Steps - Service v3 3

    Uploaded by

    Kaiser Daric de Dios
    8 views1 page
    The document outlines 6 key steps for creating customer advocates in automotive service: 1) Listen to understand customer needs; 2) Provide high professionalism; 3) Deliver exceptional service; 4) Give customers positive experiences to share; 5) Manage online reputation; and 6) Be consistent in exceeding expectations each time. The steps include examples of behaviors such as greeting customers professionally, thoroughly explaining services, providing status updates, and thanking online reviews.

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document outlines 6 key steps for creating customer advocates in automotive service: 1) Listen to understand customer needs; 2) Provide high professionalism; 3) Deliver exceptional service; 4) Give customers positive experiences to share; 5) Manage online reputation; and 6) Be consistent in exceeding expectations each time. The steps include examples of behaviors such as greeting customers professionally, thoroughly explaining services, providing status updates, and thanking online reviews.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    8 views1 page

    6 Key Steps - Service v3 3

    Uploaded by

    Kaiser Daric de Dios
    The document outlines 6 key steps for creating customer advocates in automotive service: 1) Listen to understand customer needs; 2) Provide high professionalism; 3) Deliver exceptional service; 4) Give customers positive experiences to share; 5) Manage online reputation; and 6) Be consistent in exceeding expectations each time. The steps include examples of behaviors such as greeting customers professionally, thoroughly explaining services, providing status updates, and thanking online reviews.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    You are on page 1of 1

    6 Key Steps – Service

    Creating Customer Advocates

    Step Examples of Appropriate Behaviors and Actions


    1. Listen to Try to learn what a customer’s needs are, and what he/she wants from a relationship with you and
    understand your the dealership.
    customers  Have a thorough understanding of your customer’s needs before you begin thinking about
    which repairs and/or parts are needed
     Use a survey to ask your customer what he/she thinks of your service and helpfulness during
    the vehicle re-delivery process
     Listen to the “Voice of the Customer”
    – Read the customer comments section on surveys
    – Look for trends
     Use customer feedback as learning opportunities
    2. Provide a high level Act as though the customer is an important guest in your dealership. Because a vehicle purchase is a
    of professionalism major investment, the customer should be treated well.
     Greet customers in a friendly and professional manner, and project a positive attitude
    through your body language
     Be neat in appearance and wear a name badge
     Be thorough – conduct a Walkaround of the vehicle with your customer. If there are any
    potential issues, discuss with the customer
     Continually update the customer on the status of the service
     Explain all financial details, including parts, labor, warranty coverage, etc.
     Make the service experience as easy as possible for the customer
    3. Provide exceptional Provide an exceptional service so that the customer wants to come back to you.
    service  Know your products
     Help the customer through the process – description of the issue, service write-up, analysis of
    the issue, repair, manager sign-off, vehicle re-delivery
     Provide status updates as promised, don’t leave your customer wondering
     Return all customer calls and email messages within 24 hours
     Complete repairs accurately and in a timely manner
     Order parts correctly and timely
     Return the customer’s vehicle in a better condition than received
    4. Give your Give your customers something to talk about, in a good way!
    customers  Know how to use the technologies in the vehicle such as improved safety features, 4WD
    something positive systems, media system, etc.
    to talk about  Provide transportation if needed
     Show the customer where the customer lounge is
     Offer free Wi-Fi in the dealership
     Provide a play area for children
    5. Manage your Find out what people are saying about you on social media.
    reputation  Thank the customer for the post and promptly respond accordingly, with respect
     Acknowledge comments and ask questions as needed
    6. Be consistent Consistently exceed your customers’ expectations — every time.
     Customers need to believe they can count on you, again and again
     With consistency comes credibility, loyalty and referrals

    FCA US LLC Creating Customer Advocates – Web Course


    FCA Performance Institute – International Training 1 10/6/2015

    You might also like