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 19921 - It's Not About the Car! A Customer Service Review - Bob Keith
[CD]
$16.00   

Compact Disc

It's Not About the Car! A Customer Service Review
Bob Keith, CARSTAR
(90-minute)

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.

 





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