Top Tips: How to Keep Service Customers Happy

By September 14, 2017campaigns, Service Drive

Today’s service customers are much smarter and more demanding than ever – this is partly down to the digital world we live in, and also the competitive nature of the automotive industry.

With so many different options and choices out there in relation to vehicle servicing and repair, it’s absolutely imperative that dealerships look after their customers and do everything they can to keep them engaged in the service process.

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Here are our 3 top tips, designed to keep your service customers happy and coming back to your dealership:

  1. Widen your service offering
    Many Service Departments are looking for new ways to widen their service offering and create additional revenue streams. A great way to do this is to offer customers free vehicle health checks when they bring their vehicles in for a service. This gives customers an accurate view of the current state of their vehicle, and gives them the reassurance that their vehicle is being looked after by professionals.
  2. Monitor your service performance
    To improve customer experience and satisfaction, dealerships need to monitor their Service Department. Using an electronic Vehicle Health Check (eVHC) system can track how efficient your Service Technicians are at identifying and carrying out repair work on vehicles. Having a system that can track staff performance will encourage them to step up their game and improve the overall customer service experience.
  3. Go digital!
    We live in a digitally connected world, where customers want instantaneous information and results. To fulfill those customer needs, get your Service Department equipped with the latest digital and technology. For example, Service Departments can no longer rely on paper-based vehicle health check sheets or Repair Orders. Get an eVHC system that can email customers digital quotes and vehicle reports, complete with VIN-specific pricing of parts and labour, and digital photo and video evidence of the recommended repair work.

By implementing the tips above, your dealership and Service Department should be in a good position to increase customer satisfaction and loyalty!

 

Superservice Triage eVHCSuperservice Triage by Infomedia is a real-time, VIN-specific electronic Vehicle Health Check system. It empowers dealerships to increase revenue, improve their Service Department’s productivity and build customer trust.

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