Customer Communication During the Service Process – Your Link to Customer Satisfaction
Article written by: Sheila Woolsey | President & CEO
Customers’ expectations have risen dramatically in the service industry over the last ten years. Meeting and exceeding those expectations in your service department can be a real challenge. Effective, proactive, and timely communication during the service process is one of the keys to customer satisfaction.
As a retail consultant who travels extensively, I encounter lots of people who want to tell me about their dealership service experience - good and bad. By far, the number one comment I hear from customers regardless of the type of dealerships is: “If they would only let me know what’s going on.”
The two crucial communication points, after the morning consultation and write-up process, are 1) repair status reporting through out the day and 2) the explanation of repairs at completion. Both of these communication points, when proactive and informative, can make the customer feel like they are important to your dealership and will add value to the service they receive.
I know this sounds like common sense to most of you. I’m also willing to bet that some of you think that this type of communication happens in your dealerships right now.
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