Customer Satisfaction Skills

One Day course

This course is designed for managers and how they can assess their Customer Satisfaction scores and we will help them develop an action plan to improve processes and to coach Service Advisors/Appointment Coordinators on improved execution. The Customer Satisfaction course covers how current CSI program works. We then look at what is important to the guest’s visit. This leads to what the Advisor can do to create a great client experience.  With everyone having different expectations we examine the various personalities and how to adapt to them. Listed below are the topics we will be covering:

• What is Customer satisfaction?
• The difference between a Basic, Good and Exceptional experience
• Customer Satisfaction, a Key to Loyal Customers.              
• From theory to practice: Delight your customer!               
• Customer Oriented Action at the Moments of Truth.       
• Customer-Oriented Action in Service.    
• DISC Personalities
• Customer satisfaction Action Plan
• Fix It Right the First Time
• Factors That Can Be Controlled
• Effects on Customer Loyalty
• Identifying Repeat Repairs
• Customer Handling and Repeat Repair
• Questions to Ask