Fixed Ops Magazine - 2023 Vol20 01 - 26

If the customer asks for a specific repair price, such as,
" How much will it cost to replace the brake pads and
rotors? " give the price over the phone. Your customers'
time is valuable, and they will always choose to do business
with a company that respects their time.
FIVE-STAR TIP 5:
ANALYZE CALL SUMMARIES
Artificial intelligence can help managers identify specific
problem areas in call management. Use a tool designed
to analyze customer sentiment on the phone and
separate the calls into categories.
If a customer wants to make an appointment, the person
answering the phone should have access to the scheduling
app. In some dealerships, service advisors prefer
to schedule their own appointments, but this practice is
not in the customer's - nor dealership's - best interest.
FIVE-STAR TIP 3: TAKE CARE OF
CUSTOMERS THE FIRST TIME
Did you know that 30 percent of inbound service calls
are actually repeated calls? This means that nearly
one-third of your customers are not getting questions
answered on the first call.
One way to reduce overall call volume, and take better
care of customers, is to establish best practices that include
an incentive for employees to resolve all customer
issues on the first call.
FIVE-STAR TIP 4: BE TRANSPARENT
The person answering phones should be able to give
out price quotes for standard jobs. Customers do not
like it when told they can't get a price quote unless they
bring their vehicle in to have a service advisor look at
it. Reluctance to give a quote is understandable if the
customer doesn't know what is wrong with the vehicle.
However, you can always provide estimates with qualifiers
attached.
There is no real need to review calls that went well. However,
suppose a particular employee's phone etiquette
needs improving. Or maybe a gap in phone coverage
exists. In such cases, an artificial intelligence tool can
identify issues so that managers can resolve the problem
quickly.
Service departments may be busy regardless of how
customers are treated. But that is no reason to deliver
a less-than-stellar customer experience. A happy service
customer today is easily turned into a happy sales
customer tomorrow. The key to providing a satisfactory
experience is to take care of customers' needs at every
point of contact, including all phone interactions.
Anthony Giagnacovo
leads the overall growth
strategy,
vation
sales,
and
innoexecution;
putting
CallRevu's customers
at the center of
everything we do. Anthony
is a global software
executive with over
25
years'
experience
launching, growing and accelerating software organizations
with data, analytics and customer experience at
their core. Throughout his career, Anthony has sold to,
served, or led organizations around the globe focused
on the automotive ecosystem for Solera, Adobe, Lexmark,
Peoplesoft and IBM. Anthony is a multi-lingual
Canadian native and a graduate of McGill University and
a MBA from the University of Liverpool, UK.
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Fixed Ops Magazine - 2023 Vol20 01

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 01
