In any business that you’re in, good customer service is a key element when dealing with clients from start to finish. You want to exceed their expectations, build strong, long-lasting relationships, and give yourself an edge over the competition. By following a few simple tips, you and your team will be well on your way to success – and hopefully some good reviews!
Have you ever called a company and got stuck talking to someone who seemed to be having a bad day? How did that make you feel after you were done talking to them? If you were already upset, it probably made it worse, and if you weren’t you probably were afterward. When you’re speaking to customers you want to be polite and make them feel like they matter. Their problem is your problem. If it’s a potential new customer, they are likely judging your dealership against others based on this initial interaction, so it’s important to make a good first impression. It seems simple but goes a long way when dealing with a customer. Even if you can’t solve their problem, at least they can say you tried and that it was a pleasant experience during the process.
Customers want transparency. They want to feel like you have nothing to hide from them and that all the information they receive is accurate. Being truthful and accurate can help avoid confusion, set expectations, and gain their trust. This also includes sharing any useful knowledge you may have to help your customer. If you know of a discount they may qualify for, a better option for them, or even a suggestion for your customer, TELL THEM! It won’t go unnoticed.
The world has become a bit more relaxed than ever before. It’s not uncommon to talk in slang or be a little less polished, however, when it comes to speaking to customers you should always remain professional. By remaining professional you sound more trustworthy and knowledgeable which will be important to your customer. You don’t need to use big words; it can be as simple as “How can I help you? Or “I can understand why you feel that way. Let me see what I can do to help.” Be sure to avoid using any obscenities or slang words.
Each customer you deal with, and their situation, is going to be different. Therefore, each conversation should be personalized. This takes the conversation from sounding robotic and rehearsed to an actual conversation. You can address them by their name (ask how they would like to be addressed before using someone’s first name), and specifically identify the problem or their needs. Connect with them on a personal level to deliver a unique and enjoyable experience.
Listen to Your Customers
You may be speaking and conversing with a customer but the key to good customer service is listening to what your customer is actually saying. Ensure they feel comfortable speaking with you and that they feel valued and heard. No one wants to feel like their problem is not important or that they’re just another customer. It’s important to make them feel like they matter at that moment in time.
These are just a few ways to ensure proper customer service etiquette. Every business, no matter the size, should have a proper customer service plan in place and be sure that it’s a top priority in their business. Understanding what is important to the customer and having a plan to ensure superior service in place will lead to more happy customers and more business. A win-win, for all!
With decades in the automotive business – both in dealership, and automotive digital marketing, the team at Digital to Dealer is here to help you every step of the way. Give us a call today at 877-958-4524 or contact us online for more tips and marketing!
Kristen has 11 years of experience within the creative side of advertising as an Art Director and Photographer. She is multi-faceted in her experiences and skills in both traditional and digital spaces, primarily for automotive marketing.