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A simple question can make all the difference |
 It’s 7am and the first customers are already waiting in the service drive. You put down your coffee, grab your clip board and head out the door. About that time the phone begins ringing in your office and it doesn’t stop until lunch time if you’re lucky. Some days you can’t remember whether you work at a dealership or as a juggler for Ringling Brothers Circus!
Traditional approach
Reception: Thank you for calling Auto USA. How may I direct your call?
Customer: Service please
Reception: One moment please (call is transferred)
New approach
The good news is that a simple adjustment in the way reception answers the telephone can make a huge difference in how many calls the service advisor needs to handle. Of course, you’ll need to adapt this idea to your dealerships style.
Reception: Thank you for calling Auto USA . How may I direct your call?
Customer: Service please
Reception: Are you calling to make a reservation or to speak to an Advisor?
If the customer is only calling for a reservation, the cashier or reservation desk can handle the customer so the Advisor can stay focused on the service drive. If the person making the call isn’t able to address certain issues, the call can be transferred as needed. But most reservation questions can be answered if a service menu and and price list are utilized. The benefits are that some of the pressure is taken off the Advisors and customers are able to speak to a live person without needing to leave a message.
Tell us your service ideas and process improvement stories by clicking here: |
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For more information or should you have any questions please contact:
shawn.ryder@autouniversity.com© 2008 Auto University - A Division of Ted Ings Group, Inc. All Rights Reserved 
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