Customer Experience
Why Invest in our Customer Experience Course?
Customer experience is everything related to a business that affects a customer's perception and feelings about it. "Customer experience is the sum of all the interactions that a customer has with an organization over the life of the relationship with that company or with that brand”.
Customer experience encompasses every aspect of a business's offering—the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
The core foundation of every business is its customers and people, this course has been designed to enable your people to understand and identify ways to create an exceptional customer experience when it comes to managing the service process.
Automotive service advisors are professionals who act as the liaison between customers and the technicians who work on their vehicles. They identify the need for, sell and schedule service work. When taking your car in for a repair, this is often the first person you will come in contact with within the business. The service advisor's many responsibilities might include greeting customers, listening to requests, scheduling appointments, estimating costs, verifying insurance, conducting inspections, and test-driving cars.
As with any customer-facing role, excellent communication skills are vital when it comes to helping customers with their car servicing and repair needs. Successful service advisors will communicate with customers to determine their vehicle problems, focusing on the repair timeline and providing technicians with accurate repair descriptions about the customers' concerns. The advisor will also have a strong understanding of automotive technology and of the automotive industry in general.
Successful service advisors often become the ‘face of the dealership or service centre’. Building enduring relationships with customers helps to build successful and profitable businesses. It’s been said that the sales dept sell the first car and the service dept sell the 2nd, 3rd, and others.
Aims of the Course
The aim of this workshop is to support you and your businesses in the development and delivery of exceptional customer experience, especially in the Service Department area.
By the end of this course, you will:
- Explore and discuss the key strategies and skills needed to create a platform to provide your customers with a great experience when they decide to get their car serviced or repaired and create customers for life
- Gain an understanding of the skills required to be able to engage with customers, build rapport and trust, and deliver exceptional levels of customer experience
- Develop a framework containing the key stages of a service process, from agreeing to the work, booking a vehicle into the workshop, and collecting the car when the work is complete
- Establish ways to create a great customer experience throughout each stage of the service framework
- To gain an appreciation of ‘seeing the world through the customer’s eyes’, plus the need to adopt a different approach with individual customers.
Who Should Attend our Customer Experience Course?
All employees within the business who may interact with customers and represent the company. Including all staff who manage customer expectations within service, workshop, sales, and back-office.
How Long is the Course?
1 day face-to-face
2 days of 2 x 3 hour online training