Customer challenges are inevitable in any business. The more you work at meeting the needs of the consumer something is bound to interfere. But there is no reason to become discouraged in your efforts. What makes a difference is when you are addressing issues and making a difference that is measurable. At the dealership, your customer is yours top priority. That's it! Inquiries are made, requests have to be filled, and problems must be resolved. Here are a few ways to make a positive impact on the service you provide to your customers.
- Involve your customers: When there is a problem, don't just tell your customer "I'll take care of it"...engage them by making them a part of the solution.
- Inquire: Ask the customer probing questions. Be clear, but remain professional and polite. Find out what he, or she wants
- Don't take it personal: Problems are not directed at you, just aimed in your direction
- Remain open minded: Be willing to be embrace more than one solution to an issue: One size does not fit all
- Chart changes and progress: Post it (to staff), and talk about it as a reminder you are working to make things right
- Stay focused: Work at it until there is a resolution!
These are just a few of many suggestions in the world of customer service. This area of business is constantly evolving. As it changes, it is important to adapt according to the needs of your customer base. For staff to be effective, it is imperative to continue training and keep up with new business methods, and technology.
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