110 | Knowledge Base

car-dealership-manager-shows-cars-to-a-young-famil-2024-10-18-08-22-28-utc.jpg

All visitors acknowledged when they enter the office even if the reception staff are busy

Make the steps to improve your overall performance.

Why its important to implement

Customer acknowledgment with eye contact and smile creates welcoming atmosphere. Small detail greatly improves customer relations and NPS scores.

IMPACT

Customer Welcome Recognition

Most people appreciate being acknowledged by the reception staff upon entering the reception area, that way they can feel at ease that they are welcomed and will take care of when the person is free. This does not mean that all other activity has to stop or be interrupted each time a customer walks in, but it does mean staff should at least smile and make some acknowledgement that customer is in the room. This small detail can add greatly to good customer relations and better NPS.

Business Impact

Customer satisfaction impacted by feeling unwelcomed. Poor first impression affects customer confidence and business reputation.

ACTION

Customer Satisfaction

Failure to make customers feel welcomed as soon as they arrive begins with a small acknowledgement of their prescience, failure to do so makes them feel uneasy and wonder if anyone knows they are in the office.

action steps

Train reception staff on immediate acknowledgment policy, implement customer service protocols, enforce with warnings.

Customer Service Policy Enforcement

Strong internal warnings if policy not followed once established.

Customer Acknowledgment Training

Implement a policy and train reception staff that no matter how busy they are the customer should be acknowledged as soon as they enter even with eye contact a smile and a nod. This should be done even when on the phone.

Related tasks

Milestone:

01: Elevate Your Customer Experience

All visitors acknowledged when they enter the office even if the reception staff are busy

Why its important to implement

Business Impact

action steps

Customer Service Policy Enforcement

Customer Acknowledgment Training

Related tasks

Parking and exterior questions?

Reception and Office questions?

All visitors acknowledged when they enter the office even if the reception staff are busy

Customers should be offered refreshments and shown the way to the waiting area

Ensure customer is informed of Wi-Fi availability and password

Ensure all phone calls answered within 4 rings

Customer emails are attended to within 4 hours

Ensure customers are contacted at least 24 hours before the appointment to confirm vehicle drop off

At vehicle drop off the customer is given a repair completion date - they will receive - status update calls - dates updated in the BMS

Serivices - 24 hours emergency towing available

Ensure customers are made aware of any insurance gap and payment method at the time of dropping vehicle off

Explain alternative transport options for customers and display?(Bus, train, taxi, driver)

Services - Loan cars available for customers

Ensure loan cars have appropriate legal agreements in place

Ensure electronic or hardcopy "Pre-Inspection Sheets" noting any old damage completed

Customer vehicles are checked for personal valuable items before the customers leave the premises

Ensure customer drop off form completed and signed by the customer when vehicles are dropped off

BMS used to remind staff fo ensure customer follow up call made and are time-stamped along with simple notes

A clear vehicle scheduling system is in place showing all bookings - Are vehicles scheduled through the workshop prior to drop off

Vehicles are scheduled to be dropped off and delivered evenly throughout the week

Ensure production staff presentable and dressed in company uniforms

Ensure all vehicles detailed inside and out

Make sure brush touching iscompleted where required

Vehicles are quality checked and estimate tasks completed before customer contact

Make sure the work carried out is xplained to the customer

Ensure a customer complaint resolved immediately or within reasonable timeframe

Ensure there is acustomer complaint record and improvement process in place

Ensure the customer is given a vehicle hand over pack when the vehicle is handed over

Ensure all insurance gap payments paid in full and/or any private work with invoice and release forms signed at vehicle handover

When a loan car is supplied, ensure the vehicle is checked for damage and return paperwork completed

Implement sending a customer follow up email after each repair

Ensure all final invoices reviewed before submitting

Ensure there s a customer complaint record and it is analysed for improvements