Customer Service

Active listening skills aren't used when collecting info related to a customer's concerns.

Service advisors should ask the tech to show them the problem & demonstrate the solution.

Customers don't need to speak to the technician.

Warning lights on after routine repair are always a concern for a customer.

The position of the computer screen is not crucial to the customer feeling heard & valued.

Ethics are a set of principles that govern the conduct of an individual or group.

Customers frequently have the perception that they have not received value for money in repairs

Collecting & storing vehicle info can be useful in making management decisions.

Unhappy customers likely feel their concerns are not being heard.

Changing radio presets, messing with the volume or station are minor irritant to the customer

Slowing down the write-up process will create returning customers.

Service, price, quality, action & appreciation are referred to as the 5 needs of every customer

Speed is not an important factor to customers when they have a problem to be solved.

The way we see something based on our experience is our perception.

Customers don't need lengthy explanations. It's better to give them the minimum than too much

Time spent listening to the customer and providing knowledge will pay off.

The average scope of influence an individual has is between 7 & 15 people.

Expectations are always negative.

Setting customer expectation is part of the estimate process.

Menus with service type & price give the customer a feeling of control over the transaction.

Good customer service requires nothing more than a positive attitude.

Expectations are always based on our perceptions.

The reputation of a company is not important to prospective customers.

Cost expectations of the customer should be set early in the repair process.

Accurate estimates help set a customer's expectations of the repair process.

Service advisors don't need to translate customer info to the technician.

Information gathering is not important to "fixed right first time".