It's Not About the Car! A Customer Service Review
Bob Keith, CARSTAR
It's so easy to get caught up in the technical side of collision repair and forget about the most important part, the customer. This session will serve as a "whack on the back of the head" to remind us that the customer is the most important part of the equation. In this session we will: discuss what the "cost of a handshake" is; cover the three basic components of great customer service (first impressions, communication, delivery of the finished product); discuss the importance of good customer service on insurance program retention; review the basic skills that we all know we just need a "whack on the back of the head" to remember how important they are.