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In order to improve customer satisfaction it is important to understand what is missing from your customer service experience. One of the main ways to do that is by speaking to your customers directly and getting their feedback on their experience in order to improve any gaps that they see in your customer service department.
Firstly, measure the current CSI Index. This can be approached in a simple way of listing 6-8 questions to your customers visiting the dealership. Please choose your target customer very well with most recent being a priority owing to getting the recent feedback. Once you have acquired sizeable responses, collate them and generate the issues. Brain storm the solutions with the relevant and other connected departments. Bring about the solutions by the respective team members. As an example, if ''repeat jobs'' or ''return jobs'' are a notified concern by the clients, (which is quite a negative for a CSI) then we must do a analysis of the front office process. Map the process from where the customer starts telling his problems to the Service Advisor. One of the major roles of the SA is to list the complaints in a clear verbatim of the client and understand the issue properly. Write it down of ensure print is well. The nest procedure is to check if this was seen/addressed well by the workshop supervisor and the allocation was done well to the concerned technician. Subsequently it has to be verified by the Quality Group before it is declared as ''Job Done''. Any gap in this process will create a return or new job.
Secondly, after the attention, the client has to be called in (after about 7 days) to check is all his ''complaints/concerns'' were well addressed. That he was satisfied with the billing. He must be thanked for his recent visit to the workshop for service. This is called a PSF (Post service feedback) call. Similarly it can be done to a new purchase client wherein he must e thanked for purchasing a new car and that he will need to visit the service for his 1st service on so-and-so date. This call be elevate the customers status and appease him.
Finally the dealership must ensure that there are Free Service Campaigns, Monsoon Clinics, etc for customers and some innovative visits for new clients to ensure they are well connected with the dealership. Lastly do not forget to wish your customers on their Birthdays, Marriage Anniversaries, Other important occasions such as festivals, national celebrations, etc.
Basically we need to listen our customers' voice!
As a customer service representative i have to know all the details and concern of my client enable for me to assess and give the solution which will be suitable for client needs. and of course i have to do it nicely and in proper way. i will be polite and let the client feel that im capabale to give the solution for any og client query or concern.
be attentive to their expectations
Understanding the customer requirement and empathize . Do not interrupt the customer when on call. Do a regular follow up and ensure that the customer requirement is met in a short est period .
From my point of view..To gain your customers' satisfaction, your customers have to know and feel that you are totally putting yourself in their situation.Most of the times, the customer sees you as an employee sitting on your desk to answer his question which is practically true however, if you gave him the impression that you can feel his problem exactly as if it is yours this will be totally different reaching the "WOW" customer service not only satisfaction.Added to this, you have to act as an adviser so always choose the most suitable option for your customers and let them feel that you are keen about their benefits.I hope you find this useful y dear and wish you the best of luck.
If customer satisfaction is the company goal, then a good customer service is the way to be there, listen, interact and get feedback from customers are the simple ways for an effective customer service and consequently a customer satisfaction.
