Most often, a customer’s first interaction with your Service Department is over the phone. It can make or break the customer experience and determine their mindset before they even walk through your doors. If a customer has a poor phone experience for any reason, it may be the only thing they remember from an otherwise excellent service. Furthermore, modern customers expect prompt replies, consistent updates, and personalized attention via their communication method of choice. The phone is a dealer’s secret weapon to provide an experience customers will rave to their friends about. But in the wrong hands, the phone can become a direct path to failure.

In this live webinar hosted by Car Wars’ Ryan Pitz and Brett Spelker, you’ll learn the crucial role customer experience plays in capturing more ROs and improving CSI scores. The phones aren’t just an indicator of a declining CSI score, they’re often the first and most important indication that customers aren’t satisfied. Ryan and Brett will share five key indicators of a declining CSI score and offer immediate solutions to overcome these common challenges.

Learning Objectives:
– Discover how the phone plays a critical role in improving customer experience and obtaining repeat business
– Learn five clues your CSI score may be declining and how to proactively improve it
– Gain insight into the role consistent status updates play in customer experience and how to become more efficient in providing regular updates