STEP 1: Appointment

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 should confirm the available information, like phone number, e-mail, VIN, mailing address.

4.      After noting the customer need, that is maintenance or problem, provide with at least three options for appointment.  This will enable you to properly handle the workshop load.  If neither option is acceptable by the customer then try to accommodate to his needs.

5.      At the end confirm the appointment time and date, and job to be done.  If there is no more questions from the customer close the step by saying farewell and appreciate their business with the Dealer.

If the appointment experience is a positive one, even if the problem that the customer has is difficult, it will provide a good path for solution and customer experience.

Now that we have started our customer experience, lets continue with the next step, preparation and organization…

Comments

  1. Wow, exactly what I have been searching for and you came up on the first page of google so you must be doing something right!!
    Customer Questionnaire

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