SERVICE PROCESS ASSESSMENT
What we are looking to accomplish:
All areas of your organization are directly impacted by how well or how poorly your dealership handles the customer experience. The customer experience determines profitability, customer satisfaction, advocacy, loyalty, and sales and service retention. Improving the customer experience will enhance all of these attributes. Upon completion of this four day event your team will be provided with written Action Plans and Leading Practice recommendations for key process improvement opportunities.
WITH THE CUSTOMER EXPERIENCE IN MIND:
- How do we get more customers to come back and service with us again?
- What activities will increase the number of sales customers who become service customers?
- What can we do to ensure that more service customers are becoming bigger advocates of our dealership and it's brand?
- How do we make the best use of our finite advertising dollars to drive more customers into our service drive?