When car owners visit a dealership for service, they’re often left with an anxious feeling of not knowing what is happening with their car and due to the stigma — who to trust. Long lift times can be frustrating, and it can be difficult for customers to determine how much progress has really been made on their vehicle.
Keep your car dealership customer service top notch with these six tips to maximize lift time and improve customer service:
1. Communicate Transparently with Your Customers
When car owners come in for service, let them know upfront how long the repair process might take. This way they can make arrangements to pick up their car later or plan for alternative transportation options if necessary. You can also keep your customers updated throughout the service process so that they can be sure you’re making progress. Obviously delays happen and it’s impossible to give an absolutely accurate estimate, but customers appreciate a noticeable effort.
Being transparent with your customers about this information can be the difference between a satisfied car owner and an unhappy one.
2. Utilize the Right Technology
Invest in car dealership customer service software that allows for electronic car estimates, scheduling, progress updates, and tracking of work orders. This can help streamline the communication process and keep you on task throughout the repair process to reduce lift times. And in the long run, the customer retention and cost savings this can provide for your car dealership customer service will be worth it.
3. Streamline Your Parts Ordering Process
Have a streamlined parts ordering system in place to reduce the time spent waiting for car parts. This can save valuable lift time and help you keep customers informed about estimated repair times.
4. Train Your Staff
There’s nothing a customer trusts more than a car dealership with people who know what they’re talking about. Ensure that your car dealership customer service staff is properly trained so that they know how to effectively diagnose car issues and make repairs quickly and efficiently. This can include any of the following:
- Car maintenance
- Repair techniques
- Car diagnostic techniques
- Car parts and tools knowledge
- Car safety procedures
- Car customer service protocols.
5. Prepare for Emergencies
Have plans in place to handle car emergencies that require a car to be serviced right away. This way, your customers’ needs can be addressed as quickly as possible and lift time is still optimized.
You’ll leave your customers feeling relieved knowing that their car is getting the attention it needs when they need it.
6. Educate Your Customers
Educate your car dealership customers on car maintenance and what they can do to keep their car in good condition. This way, car owners will be more likely to catch car issues before they become major problems, reducing both lift time and the chances of car emergencies occurring. You’ll also be able to build customers’ trust by showing them that you’re promoting best car care practices.
They’ll value this advice and the car dealership customer service you provide, making them more likely to return in the future.
TruVideo Can Optimize and Increase Your Customer Satisfaction
According to Cision PR Newswire, 84% of companies that work to improve their customer experience report an increase in their revenue. When car owners come in for car service, you have one chance to make a positive impression and leave car owners satisfied. That’s why TruVideo is the perfect tool for your dealership.
With its innovative technology, you can provide stellar car dealership customer service with real-time updates on customers’ car service progress so that they’re always informed about what’s happening and never left in the dark. Car owners can see for themselves what’s going on with their car, and have a better understanding of what car repairs are needed and why.
TruVideo is the perfect tool to help optimize car lift times and increase customer satisfaction at your dealership. Book a demo with us today and start providing car owners with a car service experience they’ll truly appreciate.