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As a manager at an automotive dealership, you probably value customer service above nearly everything else. After all, providing the best customer service allows you to differentiate yourself from the competition, keep customers satisfied, and ultimately sell and service more vehicles.
In this article, we discuss four important tips for improving your dealership’s customer service, followed by how Customer Traac can help you provide the ideal customer experience.
Research Your Target Audience
One of the most important first steps in increasing customer satisfaction is conducting thorough research on your target audience. To provide the best service for your customers, you must fully understand their wants, needs, and how they operate.
There are many ways you can research your target audience to gain a better understanding of your customers. For example, you could interview a group of customers and ask them about their habits, what they are looking for in a dealership, how they want to be treated, and more. Or, you could send out surveys to a list of people you believe best represent your target audience to learn about their wants and needs. You could also study market trends and make decisions on your customer service based on relevant trends. The bottom line is that it is crucial to thoroughly research your target audience so you can better understand the people with whom you interact every day.
Always Answer the Phone
As a customer, one of the most annoying aspects of any buying experience is having to wait on hold or not being able to speak to anyone when you need. Just think about any time you’ve had to wait on hold; it always starts the customer experience off on the wrong foot. In fact, dealerships lose tons of current and prospective customers every day by not being able to answer the phone or by putting customers on hold for too long.
So, we recommend prioritizing a high phone answer rate so your customers never have to wait on hold. Partnering with an outside automotive BDC or contact center is one of the best ways to ensure your customers get through to customer service representatives quickly, and we’ll talk more about this below.
Seek Customer Reviews
Figuring out how to improve your customer service can sometimes be as simple as just asking your current customers how you are doing and what you can improve on. After all, who will give you better advice on how to treat your customers than your customers themselves? Plus, seeking reviews from your customers will show your customers that you care about their experience, which in itself is a good customer service practice.
Moreover, compiling customer reviews can help you obtain testimonials you can use for other marketing efforts. And it will help with your SEO as well.
Partner with an Automotive BDC or Contact Center
If you want to ensure you optimize your customer service, we recommend partnering with an outside automotive BDC or contact center, both of which employ trained and experienced customer service representatives that specialize in providing an exceptional customer experience in the automotive industry. BDCs and contact centers specialize in the following elements that help enhance dealerships’ customer service:
- Answering nearly all inbound phone calls, so customers do not wait on hold or have trouble getting in touch with you
- Interacting with customers in a friendly and professional manner
- Communicating with customers on a variety of platforms, including phone, email, SMS, chat, and more.
- Going above and beyond to make sure your customers are happy
Enhance Your Customer Service by Partnering with Customer Traac
If you would like to improve your dealership’s customer service and overall customer experience, or if you would like to speak with an expert in the field to learn more, please reach out to us to see how we can help. At Customer Traac, we work with you to understand your specific goals and needs, so we can provide a personalized service that optimizes your dealership’s marketing and communication efforts. We offer a full range of automotive marketing services, including a full-charge contact center, appointment scheduling, outbound calling campaigns, and a full-service automotive BDC. Our agents go through extensive training to make sure they provide the best customer service and help your business grow.
We partner with dealerships across the United States. Please call us at 763-553-2989 or fill out our contact form to learn more.