Customer Communication Process

Customer Satisfaction

Customer Satisfaction Seminar

Course: B-CC30-10.01SEM

Description:
This instructor-led seminar is designed for shop owners, managers, service consultants/estimators and shop foremen. The purpose of this course is to help participants recognize the important relationship between customer communication and customer satisfaction with your service center. Participants will examine and discuss best practices for managing a consistent, well-designed process that can contribute to increased customer satisfaction before, during and after vehicle service. The seminar is hands-on and uses real world examples.

Consulting

Course: B-CC30-11.01WBT

Description:
This web-based course is designed as pre-work for the Customer Satisfaction Seminar. Participants will review the various elements of the customer consulting process at their service center. Topics include the importance of spending time effectively with each customer, having processes that allow enough time with customers to ensure you know their needs and expectations for the service visit and so they know what you will do to meet their requirements, and handling comeback customers.

Progress Checking

Course: B-CC30-12.01WBT

Description:
This web-based course is designed as pre-work for the Customer Satisfaction Seminar. Participants will review the various elements of the customer consulting process at their service center. Topics include the importance of spending time effectively with each customer, having processes that allow enough time with customers to ensure you know their needs and expectations for the service visit and so they know what you will do to meet their requirements, and handling comeback customers.

Vehicle Evaluation

Course: B-CC30-13.01WBT

Description:
This web-based course is designed as pre-work for the Customer Satisfaction Seminar. Participants will review the vehicle evaluation or “walk-around” process at their service center. Topics include the benefits of using an inspection form during consultation to identify additional repairs or maintenance customers may need or want to consider, how to use the inspection form, and getting test support from the shop during write-up.

Customer Trust

Customer Trust Seminar

Course: B-CC30-30.01SEM

Description:
This instructor-led seminar is designed for shop owners, managers, service consultants/estimators and shop foremen. The purpose of this course is to help participants recognize the importance of a consistent repair process to customer trust and satisfaction with your service center. Participants will examine and discuss best practices for managing a consistent, well-designed process that creates a sense of confidence with customers, which reassures them that they have made a good decision trusting your service center for vehicle service. The seminar is hands-on and uses real world examples.

Repair Order Preparation

Course: B-CC30-31.01WBT

Description:
This web-based course is designed as pre-work for the Customer Trust Seminar. Participants will learn the importance of accurate repair orders and invoices in developing customer trust and maintaining service center credibility. Topics include how to write repair orders that clearly communicate customer needs and expectations and create a well-understood service agreement with customers.

Dispatching/Shop Capacity

Course: B-CC30-32.01WBT

Description:
This web-based course is designed as pre-work for the Customer Trust Seminar. Participants will learn the importance of a well-managed system for dispatching work to the shop. Topics include ensuring accurate repair times, the relationship between dispatching and keeping time promises to customers, and making the best use of service center resources.

Final Vehicle Inspection

Course: B-CC30-33.01WBT

Description:
This web-based course is designed as pre-work for the Customer Trust Seminar. Participants will learn how performing a quality check after the repair protects customer trust and loyalty by verifying the quality of repairs before the customer does. Topics include using a final inspection checklist, determining a process for performing quality checks, and how quality checks minimize comebacks.

Customer Relationships

Customer Relationship Seminar

Course: B-CC30-20.01SEM

Description:
This instructor-led seminar is designed for shop owners, managers, service consultants/estimators and shop foremen. The purpose of this course is to help participants recognize that building and maintaining clientele extends before and after the initial service consultation and repair. Participants will examine and discuss best practices for greeting customers, vehicle delivery and making follow-up calls. The seminar is hands-on and uses real world examples.

Greeting Customers

Course: B-CC30-21.01WBT

Description:
This web-based course is designed as pre-work for the Customer Relationships Seminar. Participants will learn the value of a prompt customer greeting in developing a good customer relationship. Topics include using a greeter other than the consultant during busy periods and the benefits of a reservation process.

Delivery

Course: B-CC30-22.01WBT

Description:
This web-based course is designed as pre-work for the Customer Relationships Seminar. Participants will learn the importance of using a vehicle delivery process to set the stage for moving the customer relationship beyond the current service visit. Topics include answering customer questions, building value in the service visit, and minimizing customer waiting for delivery.

Follow-up

Course: B-CC30-23.01WBT

Description:
This web-based course is designed as pre-work for the Customer Relationships Seminar. Participants will learn the value of a repair follow-up process in moving the customer relationship toward future service. Topics include follow-up calls, measuring customer satisfaction, and resolving specific problems discovered during a follow-up call.