Customer service at your dealership is a crucial department for your success and prosperity. However, this facet of your business rarely gets known by the public because of their “behind-the-scenes” position. Here are ways to essentially “show off” your dealership’s customer service department to past, current, and potential customers:
- Publicize a customer service report – Make a visual representation of what happens monthly in the customer service department. Include a type of rating scale where the public can see how the public is reacting to your dealership. This helps your customer service department act in an accountable and transparent manner – something all customers want to see in a large organization.
- Be available – One of the most frustrating things when trying to solve a problem or find out information is not being able to get a hold of someone to help you. Encourage your customer service representatives to be available at all times of the work day, whether on their work phones, computers, or messaging systems. At Client ConneXion, we understand that people don’t just need their problems solved between nine and five. Check out our Response ConneXion feature so your dealership’s customer service department can extend to 24-hour service.
- Create videos – Instead of adding yet another bullet point to your FAQs page on your website, opt for a more current and creative option. Select a few customer service reps and create a video answering frequently asked questions. Interject some comedy and lightheartedness into these videos to attract those who need questions answered.
While it is imperative to have pristine customer service behind the scenes, it’s also very important to publicize your success. Utilizing customer service reports, constant availability, and FAQ videos are important and easy ways to show the public that your dealership handles customer inquiries with care and value.
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