Format:

Interactive workshop

Duration:

1 day

Recommended for:

All dealership personnel with responsibility for customer service management.

Key learning outcomes:

  • Understanding what makes customers complain.
  • Understanding the customer’s feelings when they first make a complaint.
  • Understanding ‘escalators’ and ‘diffusers’ when handling a customer complaint.
  • Understanding how to demonstrate active listening skills to a customer and how to show empathy and understanding without admitting liability.
  • The complaint handling process and when to move to each stage.
  • How to make a customer believe you care, you are interested and you genuinely understand what they want.
  • Taking ownership of the issue, putting a plan in place and setting expectations with the customer.
  • The importance of exceeding expectations and over delivering against your promises.
  • Turning a complaining customer into a long term advocate of the business.