Customer satisfaction is a critical part of your business. When a customer is happy with the services, products, and interaction provided by your staff they are going to talk about it, and word of mouth is a powerful marketing tool. If they are unsatisfied, the likelihood of serving them again decreases drastically. This negatively impacts your customer base, and your bottom line. Your staff are going to have the biggest impact on customer satisfaction, as they are the face of your company; ensuring they are well trained is imperative. It is also vital to give your staff the tools that they need to make a great impression.
To effectively train staff to improve customer service, you need to go beyond the training of the job functions. Training that will make a customer leave satisfied goes much deeper than staff being adequately trained on store policies and the day to day work they do. A great customer service rep is going to be trained in things such as dealing with conflict, how to make customers feel special, and how to anticipate a customer’s needs. When your staff can demonstrate these skills to your customers, your shop will perform better.
You must ensure that you are not handicapping your staff by not giving them tools to make a customer’s experience better. Automotive shop software that is set up correctly can give your staff an advantage in providing customer satisfaction. Being able to quickly and accurately pull up customer data allows them to know who they are working with, what they have needed in the past, and even what they may be looking for at currently. Point of sale machines are also an aspect that can make or break your customers experience; it must be reliable and user-friendly. Ensuring your staff has access to technology that works well can greatly enhance your customer’s satisfaction in any transaction.
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