Customer Satisfaction

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 th