Understanding the Service Customer

Learn how to understand, anticipate, and meet the needs of service department customers to enhance satisfaction and drive loyalty.

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Course curriculum

1. Introduction
2. The Lion's Den
1. What is Customer Service
2. Who is Our Customer
3. What Does the Customer Want
4. Are We Capable of Great Customer Service
1. Price-Value
2. Quality of Work
3. Convenience
4. Relationship-Treatment
5. Why a Customer Would Visit an Independent
1. Ages 18-34
2. Ages 34-55
3. Ages 55 and Older
4. What the Customer Expects
1. They Love to Talk
2. They Love to Talk About Themselves
3. They Love to Be Acknowledged
4. They Love Compliments
5. Is There a Story About That
1. The Definition of Customer Service
2. The 9 Customer Skills We All Need
3. Patience
4. Attentiveness
5. Clear Communication Skills
6. Knowledge of Product or Service
7. Acting Skills
8. Ability to Read Customers
9. A Calming Presence
10. Persuasive Skills
11. Willingness to Learn
1. The Definition of Customer Support
2. 8 Rules of Customer Support - Overview
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3. Always Answer the Phone
4. Don't Make Promises You Cannot Keep
5. Listen to Your Customers
6. Deal Promptly with Complaints
7. Be Helpful - Even if There is NO Reward
8. Always be Kind, Courteous and Helpful
9. Go the Extra Mile
10. Catch Your Customer Pleasantly Off-Guard
1. 65% of Your Service Customers
2. 80% of All Purchases
3. 70% Felt Uncomfortable
4. Service Departments Not Designed for the Female
5. Women Have Higher Expectations
6. Women are Emotional Buyers
7. Women are Logical Decision Makers
8. Women Tend to Fill Out the Customer Surveys
9. Women are Opinionated
10. The 7 Do's When Dealing with Women
1. State Your Name
2. The 7 Meet & Greet No-No's
3. The 10' Rule
1. The Definition of Body Language
2. Non-Verbal Communication
3. First Impressions
4. The Attributes That Display Our Body Language
5. The 6 Universal Facial Expressions
6. Body Language Signs - Eyes
7. Body Language Signs - Mouth
8. Body Language Signs - Head
9. Body Language Signs - Arms
10. Body Language Signs - Handshake
11. Body Language Signs - Legs & Feet
1. 66% of Advisors DO NOT ASK for an Appointment
2. 58% of Customers are NO SHOWS
3. What Upsets a Customer When They Call the Service Department
1. What is an Active Listener
2. Pay Attention to the Caller
3. Show That You are Listening
4. Respond Appropriately
5. Provide Feedback
6. Defer Judgment
1. Negative Words & Phrases
2. Exceptional Inbound Call Presence
3. The Power of Positive Words
1. The Definition of Empathy
2. When to Show Empathy
3. What Makes a Person Defensive
4. How to Show Empathy
1. The Definition of Attribute
2. The Attribution Theory
3. The 2 Types of Attribution Theory
4. The Attribution Theory - Excuses
5. The Attribution Theory - Perceptions
1. The Most Common Customer Complaint
2. Service Advisor Communication to Avoid Complaints
3. Is a Customer Complaint Good or Bad
4. Service Complaint Statistics
5. The 6 Rules for Dealing with Customer Complaints
6. The 2 No-No's of Customer Complaints
7. How to Deal with an Angry Customer
8. Never Never Never
1. Why Customers Fear Being Sold Something They Do Not Need
2. Our Typical Selling Mode of Communication
3. The 5 Senses
4. The Strongest Sense
5. The 3 Ways to Maximize the Sales Process
6. The 4 Buying Factors
1. Problem vs. Concern
2. The Customer States
3. Mechanical & Emotional Needs
4. You Must Adapt to the Customer
5. Time of Completion
6. Always Take Notes

About this course

$79.00 / month
106 lessons

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Understanding the Service Customer

Course curriculum

Chapter 1 - Introduction

Chapter 2 - Customer Service

Chapter 3 - Why a Customer Does Not Visit Our Service Department

Chapter 4 - The Customer Breakdown

Chapter 5 - The 4 Common Traits About People

Chapter 6 - Customer Service

Chapter 7 - Customer Support

Chapter 8 - The Female Customer

Chapter 9 - The Service Meet & Greet

Chapter 10 - Body Language

Chapter 11 - The Appointment Process

Chapter 12 - Listening

Chapter 13 - Words & Phrases

Chapter 14 - Empathy

Chapter 15 - Attribution

Chapter 16 - Customer Complaints

Chapter 17 - Effective Selling Methods

Chapter 18 - Final Thoughts

About this course

Discover your potential, starting today