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  • Student with customer service questions. (pls help)

    Posted by gabrielague on November 29, 2012 at 6:51 pm

    Hey guys! Im not a shop owner but I am a college student studying

    Automotive shop management. This is a project that I am doing and hope

    some of you professionals can help. One of the topics I chose to cover

    is customer service and how important the customer is to any business.

    My question is how do you attempt to keep the customer satisfied on a

    daily basis? Do you do hollow up calls on customer satisfaction? How do

    deal with irate customers and keep them happy to return for service and

    maintain your good reputation? Any help would be awesome and any other

    areas of this discussion that was not asked would be greatly

    appreciated. Thanx in advance!!

    Patrick McElroy replied 11 years, 5 months ago 2 Members · 5 Replies
  • 5 Replies
  • gabrielague

    December 3, 2012 at 7:38 pm

    Thanks for the response. Have you ever ,I’m sure you have, ever dealt

    with a customer that is not satisfied and irate weather it be a new or

    especially a loyal customer? If so, what do you do, no matter what

    approach you take, they are not happy? Do you try to give them some

    kind of future service for free or just send them on their way hoping

    they return? I know happy customers are key but sometimes you can’t

    please everyone. Every business has these customers. In my opinion it

    would seem hard to do in this profession due to the high cost or labor

    hours and parts. Would like a free oil change or something of the sort

    be a good reinvestment for their supposive troubles? An answer from

    any professional will help. Thank you.

  • Patrick McElroy

    December 4, 2012 at 12:34 am

    Hi Gabiel,

    Satisfying an unhappy customer is very important 99% of the time.

    The 1% are folks, that no matter what you do for them, will never be

    happy. Those 1% customers you may have to fire.

    The other 99%, you have to let them express their concern to you

    without interruption. Even if they are angry, let them ‘get it all

    out’. Always show them that they have your full attention and don’t

    argue back. When most people realize that you want to fix their

    concern, their blood pressure settles down, they lower their voice,

    and now they are receptive to you speaking.

    I will offer a sollution and it usually involves immediate action on

    my part. Sometimes, my sollution may not be acceptable, so I will

    ask the customer what they would like me to do. Most times, I can

    live with their sollution. Sometimes, I may not like their

    sollution, but I will go along with it anyway just to resolve it.

    The key here is to pick your battles. The bottom line is that I

    need customers to make a living, and keeping them happy and

    satisfied is all part of the job. It is very satisfying when you can

    take a bad situation and make it good for a customer. Like the last

    post said, it cost much more to get a new customer than to keep one.

    I hope this helps.

  • gabrielague

    December 4, 2012 at 12:47 am

    Thank you Matthew. I appreciate the correction and you are right about

    customer seeing those little things. You want too have that professional

    appearance and I know from experience that spelling, grammar , and clear

    communication can go a long way. Again I want to thank you for your help

    and good luck with your business.

  • gabrielague

    December 4, 2012 at 1:01 am

    Thank you for the reply Patrick. In the text book that we have been

    reading it mentions you exact approach. It’s called The Rules Of

    Complaint Handling. As a professionl would you say these rules are a

    good guideline to follow in the real world?

    1. Prepare for the encounter

    2.Focus 100% on the customer

    3.Don’t take it personally

    4.Always start with a friendly greeting.

    5.Allow the customer to empty his BUCKET.

    (you mentioned)

    6. Listen with empathy

    7.Make sure the customer knows they are heard.

    8.Stick with the facts.

    9. Understand what is important from the customers perspective.

    10.Negotiate a WIN-WIN solution

  • Patrick McElroy

    December 10, 2012 at 3:40 pm

    Yes Gabriel,

    If you follow that guidline it will work for any reasonalble person.

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