Engaging with people on the telephone is a skill that requires attention, effort and dedication to become great. Humans do a lot of talking and we make a lot of noise. Unfortunately, despite saying a bunch of words, we don’t communicate well. This is true regardless of whether we are conversing in-person or on the […]
Customer Service
Take a Deep Breath
When the phone rings at your job, it is someone calling for help. There is a person on the other end of the phone line who has a problem and they are reaching out for help. It matters not, what industry you are in. When the phone rings, generally it is someone who is wanting […]
Challenges To Speaking On The Phone
How we speak is equally as important as what we say. The words we are speaking are only part of a conversation. When we are in a conversation there is more communicating going on than just the word choice. The people we are talking with are analyzing our body posture and position, our gaze and […]
How To Handle the Ring-back
Great phone etiquette is not something that comes naturally. Phone etiquette is a skill that needs to be learned. It is critical to great customer service. New thinking, practice and habit making are required to excel in this area. We left off in the last writing in how to handle an incoming phone call when […]
It Begins Here
Every engagement with a customer or with the customer’s vehicle is a customer service opportunity. The work done behind the scene is also a customer service opportunity. Really, everything we do should be focused on the customer and the service experience they receive. A customer’s experience generally begins with the phone. This is their initial […]
The Customer Is Why We’re Here
There are several reasons why we have a job and go to work. The number one reason, of course, is because we need to make money to support ourselves and our family. Most everyone would rather be playing one way or another. A piece of the puzzle of life that doesn’t get explained to us […]
Is Consistency Important to Great Customer Service?
Great customer service comes from an internal desire to take care of your guest. Taking care of your guest comes by satisfying and exceeding their needs and wants. This is rarely easy, but those who deliver great customer service make it look easy. The first thing needed to deliver great customer service with consistency is […]
Desiring Great Customer Service
Training is important and tools are important. Support and encouragement certainly helps. But those who are the most successful at great customer service have a desire that wells up from inside them to take care of the person they are helping in every way. There are the obvious things such as being pleasant, courteous, helpful, […]
Great Customer Service
As a customer at a place of business, you want to be taken care of, right? Why is it so then, that most people who are the employees at businesses don’t understand this? Are not these employees customers at other businesses? Why is there a disconnect? There is not just one answer. There are several […]
Fixed Right the First Time (Part 2)
Our next opportunity to improve our ability for Fixed Right the First Time is when the customer arrives in the service drive. A quality check-in begins with being prepared. A prepared service consultant will have reviewed the schedule and know who is coming in with which vehicle. They will know the reason the customer is […]