what great customer service looks like is almost impossible. We all have a different expectation when we go shopping. In today’ s world, we live in an environment of instantaneous gratification. We can make an online purchase on our mobile devices while sitting at a traffic light. Satisfaction just can’ t come fast enough!
The online experience has forever changed how people shop and buy. Some can argue that it has sterilized the buying experience by removing the factor of human interaction. The argument is that buying online almost completely removes the chance that the shopper will have a bad customer service experience. There’ s no risk when it comes to worrying that the shopper will encounter a rude, unknowledgeable, un-caring or disrespectful employee. None of that will happen online.
Why This Is Important for the Trailer Industry A customer will happily spend more money at a dealership that provides great customer service. Your dealership must have a compelling value proposition to set your store apart from the competition. Great customer service will do the trick. The following is a comprehensive list of do’ s and don’ ts for helping you and your staff exceed customer expectations.
Manage Customer Expectations This is all about controlling the experience as best as you can. The key here is to find out what the customer is expecting and then communicating clearly what the customer can expect from you.
DO: Identify the problem the customer needs to solve. Interview the customer by asking a lot of relevant questions. continued on page 20
18 NATDA Magazine www. natda. org