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Increase the odds of honesty for service department feedback

February 15, 2011

The following is based upon a real-life customer service call center report. Scenario – The sales team at a dealership continues to report a high rate of customer dissatisfaction with the service department. The service department, however, consistently gets good results from the few returned surveys... Read more »

Converting inactive customers into floor traffic

October 27, 2010

Scenario (based upon a real-life customer service call center report) – A dealership recently changes owners. The new owner hires a call center to contact every person in the system that has not stepped foot in the dealership in more than a year. There are more than 5,000 people to contact. Everyone... Read more »

Correcting a common service department issue

September 17, 2010

The following is based on upon a real-life customer service call center report. Scenario – Your call center reports a customer was very unhappy with their service experience at your dealership. The crux of the issue is the customer was lead to believe that his motorcycle needed about $200 worth of... Read more »

Make it an opportunity

August 10, 2010

Scenario (based upon a real-life customer service call center report) – Your call center reveals that at least once a week a potential customer at your dealership purchases a motorcycle at another dealership nearby. Customers buy from other dealerships for a variety of reasons. Some of those reasons... Read more »

Actionable information

July 1, 2010

Scenario (based upon multiple real-life customer service call center reports) – You receive a report from your call center that shows more than 75 percent of all of the leads entered by a certain sales person are not legitimate. What now? – The sales person that pulls leads from the phonebook will... Read more »

Tragedy

May 5, 2010

Scenario (based upon a real-life customer service call center report) – Your call center, in a routine follow-up customer satisfaction survey, discovers that the customer was killed in a motorcycle accident.  Sadly, the accident involved an eighteen year old who received the motorcycle as a high school... Read more »