Do you want to improve your dealership’s customer service and boost your bottom line? Look no further than TrainSMART for our automotive customer service training and consulting services!

We understand the importance of developing a customer-centric culture in your dealership. That’s why we offer a comprehensive workshop to help everyone on your team understand their role in providing exceptional customer experiences that exceed expectations and drive retention and referrals.

Are your CSI scores declining and customer complaints increasing? Are small issues needlessly becoming big problems? Do your employees lack understanding of the impact of customer service on the dealership? Our training can help address these issues and more.

Our course covers everything from communication skills to problem-solving strategies, communication etiquette, and developing a positive service attitude, even in difficult situations. We’ll teach your team how to adjust communication to fit each customer’s style and manage challenging customers and emotions. We’ll also show you how to go beyond just satisfying customers to creating the WOW factor that sets your dealership apart.

Don’t let basic etiquette, like being polite or smiling, go by the wayside in your dealership. Let TrainSMART help you create a customer-focused culture where every interaction is an opportunity to exceed expectations and build solid customer relationships.

Invest in your dealership’s success today with TrainSMART’s automotive customer service training and consulting. Contact us to learn more about our course outline and how we can help you drive customer loyalty and repeat business.

The Problem

  • CSI Scores are declining
  • Customer complaints are increasing
  • Customer service attitude has become more negative than positive
  • Small issues are needlessly becoming big problems
  • Basic etiquette such as being polite or smiling has gone by the wayside
  • Decreased customer loyalty and repeat business
  • Employees don’t understand the impact of customer service on the dealership

Our Solution

  • The impact of customer service on the dealership and the bottom line
  • How to improve communication skills for increased understanding
  • Communication Etiquette: email, phone, and face-to-face
  • To improve problem-solving skills
  • How to go beyond just “satisfied” customers
  • Strategies to manage challenging situations

Automotive Customer Service Training
Course Outline

  • Customer Service Impact: repeat, referral, and retention
  • CSI: understanding the importance of these scores as one measurement
  • Communication Skills: verbal, visual, vocal communication, listening skills, asking questions, giving instructions
  • Communication Styles: adjusting communication to fit the style of the customer
  • Communication Etiquette: strategies to engage the customer, ways to say thank you, go beyond being polite and exciting!
  • Developing and delivering a positive, service attitude – even in difficult times
  • Email and Phone Etiquette
  • Basic problem-solving skills
  • Strategies to manage challenging customers and emotions
  • Creating the WOW: Moving from satisfying customer expectations to exceeding customer expectations
  • Creating a customer-focused culture: every interaction is an opportunity!

Target Audience

  • Managers
  • Service Advisors
  • Service Techs
  • Salespeople

Course Delivery Options

  • Conference Breakout Session Or Lunch Program
  • Half-Day Training Workshop
  • Full-Day Training Workshop
  • Webinar or Multi-Session Webinar

Virtual Instructor-Led
Customer Service Essentials Workshop

 

Session Length: 30-minute pre-session 2 to 4 (90) minutes sessions

By the time a consumer reaches a live customer service rep, their patience has often been tested. Between longer wait times because of COVID or the requirement to talk to a computer before gaining access to a live customer service rep, consumers often greet customer service reps with a less than delightful attitude. In this session, we’ll focus on the customer service skills that you need to succeed in this ever-evolving consumer environment.

 

Virtual Customer Service Training

 

Recent Customer Stories

Request Your Custom Workshop Today!

Ready to discuss your automotive customer service training needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no-obligation consultation. We look forward to hearing from you. Call us at 800-807-8030 ext. 1 or fill out the form below.

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