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Good communication with the customer starts with good communication within the dealership. Our customers
CSI scores have gone up in many areas and they see results quickly after going on Shop Watch. Some areas of improvement are: |
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 1. The appointment process
2. How their customers are greeted, write-up process
3. The amenities in your customer lounge
4. Timeliness of work performed – notification of any delays
5. The cashing out process
6. Special order parts notification |
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 Shop Watch has a means of improving each of these areas and more. There are many organizational functions that Shop Watch
offers, such as: Dealer Plate Tracking, Loaner Car Tracking, We Owe Sheets, various reports for managers to track up-sells and
who’s missing promise times and more. They all come together to increase communication between
departments and improve your customer service. Shop Watch is a must-have organizational program
for any well-run service department.
It’s all about the customer experience and how they perceive things on each and every visit to your dealership.
Customer retention is all about taking care of your customers. You want them returning to you not only when
they’re purchasing a new vehicle, but for service as well. If you treat people right and they feel good about
doing business with your dealership, they’ll tell everyone they know about their great experience. Treat
people wrong or drop the ball on a few occasions and -- well, it works the same way. |
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 Shop Watch even has a system in place for follow-up with the customer after they’ve been in for service.
Because Shop Watch date and time stamps every entry and creates a history log, no one can go back
and try to “cover up” a mistake. Ensure accountability. The only change or addition that can be made
to a closed RO is in the message section. Your call staff can notify the proper people of a problem or if
action needs to be taken, and this entry is still in Shop Watch and stays with the original record forever.
No information can be deleted. There’s no jumping between programs or sending emails that may be
deleted. The Information is kept together all in one place. |
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