The image above is an important example of how crucial customer service is in the auto industry. It happens so quickly: a customer feels taken advantage of by a dealership and takes extreme measures to vent their frustration, someone takes a photo and posts it online, and within a few days over 500,000 people have viewed the image. So, how do you prevent situations like this?
Here’s a few tips:
- Review any point of contact for customers and troubleshoot. Does your line go directly to voicemail? Are you responding to customers in a timely manner? Are you charging fair prices? Are the employees you use for sales and front desk able to treat customers kindly? Check out this article for more exceptional customer service rules.
- Go on Undercover Boss. Ok, it’s unlikely you’ll be chosen for the show, but you can create your own version. Have a friend bring a car in for repairs. Or hire someone to mystery shop at your dealership. Get honest, and outside, feedback from people you trust.
- Hire Carhelp for online reputation management. For more information, click here.
What does your business do to prevent or resolve customer complaints?