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  • Who Greets the Customers?

    Posted by Tom Ham on August 15, 2012 at 11:01 am

    If there is more than one person “up front” at your shop (mainly

    thinking of two or more service advisors, but could be owner and

    advisor or some other combination), who greets the customer first when

    they walk in?

    Who answers the phone first?

    Is it always the same or does it vary in some way?

    Do you have a specific system, and if so, what is it?

    Thanks!

    Curt replied 9 years, 10 months ago 5 Members · 5 Replies
  • 5 Replies
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  • Joe Mazur

    Member
    August 15, 2012 at 3:22 pm

    At our locations, we have 2 people up front. 1 Manager/SA, and 1 SA

    that is less experienced. The less experienced SA answers and routes

    all of the calls, either to the manager, or one of the other

    employees. If no one answers it, on the fourth ring, then everyone is

    instructed to answer it, technician, porter or whoever is close to the

    phone. We want every customer to talk to a live person whenever

    possible.

    When someone enters the building, whoever is available at the time

    will greet.

  • Richard Zaagman

    Member
    August 15, 2012 at 3:37 pm

    who greets the customer first when

    they walk in?

    >>WHOEVER IS FIRST AVAILABLE

    Who answers the phone first?

    >>WHOEVER IS FIRST AVAILABLE, IF IT RINGS MORE THAT 3 TIMES, THEN ONE OF THE NON S/AS WILL BACK UP THE S/AS AND GET THE PHONE. THERE ARE 6 PEOPLE IN OUR OFFICE, SO SOMEONE WILL GET THE PHONE.

    Is it always the same or does it vary in some way?

    >>>VARIES BECAUSE IT’S ALWAYS WHO IS AVAILABLE.

    Do you have a specific system, and if so, what is it?

    >>>WHOEVER IS AVAILABLE…:)

  • Don Walcheski

    Member
    August 15, 2012 at 3:59 pm

    Who greets the customer first when

    they walk in?

    At our shop, any employee that comes in contact with a customer will acknowledge and greet them. Usually, one of the 2 SA’s at the counter will be the first ones to greet.

    >

    Who answers the phone first?

    One of the 2 SA’s or our office person. If the phone is not answered by the 4th ring, any employee near a phone will answer and direct the call to the appropiate person.

    >

    > Is it always the same or does it vary in some way?

    We have a couple of different scripts on phone answering. However, some techs don’t follow it verbatim. It’s pretty rare for a tech to answer the phone with us having 4 support staff up front.

  • Tom Ham

    Member
    August 17, 2012 at 3:04 pm

    Richard Zaagman wrote:

    > who greets the customer first when

    > they walk in?

    >

    > >>WHOEVER IS FIRST AVAILABLE

    >

    > Who answers the phone first?

    >

    > >>WHOEVER IS FIRST AVAILABLE, IF IT RINGS MORE THAT 3 TIMES, THEN

    ONE OF THE NON S/AS WILL BACK UP THE S/AS AND GET THE PHONE. THERE

    ARE 6 PEOPLE IN OUR OFFICE, SO SOMEONE WILL GET THE PHONE.

    >

    > Is it always the same or does it vary in some way?

    >

    > >>>VARIES BECAUSE IT’S ALWAYS WHO IS AVAILABLE.

    >

    > Do you have a specific system, and if so, what is it?

    >

    > >>>WHOEVER IS AVAILABLE…

    So, if no one is available the customer stands there and waits until

    someone is available?

    If 2 or 3 are available, they flip a coin?

    Yes…I know my questions sound silly…but your “system” sounds

    confusing.

    :)

  • Curt

    Member
    August 18, 2012 at 12:22 am

    One of the two service advisors, or receptions / clerical or part person & the manager or my self (owner)

    Is it always the same or does it vary in some way? no

    Do you have a specific system, and if so, what is it?

    We have two s/a, Manger / lead sales men, Parts person, Office help & then my self. Also have shop foremen who helps do what ever is needed at any time. Plenty of support in front office to help customers & Techs.