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STEP 1: Appointment

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First step for customer care, the appointment, this is the start of the customer service experience at the Dealer.It varies from organizations, but for the appointments, they can either be handling by a call center or directly by the Service Advisor.No matter whom handles it is important to recognize that this first step will set the tone for the customer service experience.

There is a phrase that says: “First impression is the last impression.”This is how important the appointment experience will be.Not only can the customer just deiced that he will not use our services, but also can start a negative perception that could be transfer to the day of visit.

Let’s see the steps within the appointment step:

1.If the appointment is done via phone, there should be no more than three rings before the phone is answered.
2.When answering the advisor or operator should identify, with name, dealer name and greeting.
3.Gather contact information from the customer, if a CRM system is in place, you sh…

Six Steps for Customer Care

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During a series of blogs we will discuss the Six Step for Customer Care, which are:

1. Appointment
2. Preparation and Organization
3. Customer Reception
4. Order monitoring
5. Vehicle Delivery
6. Follow up after Delivery

We will discuss each of the steps individually, from the perspective of the customer and the point of view of the Dealer. On each perspective we will see the advantages and how can we measure or evaluate that each step is really increasing our Customer Satisfaction.

These days what makes the difference between one brand an the other is Customer Satisfaction. All manufactures offer all kinds of conveniences, like radio, AC, automatic transmission, ABS, ESP, etc. For which only vehicle quality and service makes the difference.

As Dealers we cannot control, directly, the quality of manufacture, I mean directly as we can report to factory of any quality issue to have them investigate and improve. But we have 100% control of customer satisfaction. It is our duty to recogni…