The following is based upon a real-life customer service call center report. Read more >>
Scenario (based upon a real-life customer service call center report) – A dealership recently changes owners. The new owner hires a call center to contact every person in the system that has not stepped foot in the dealership in more than a year. There are more than 5,000 people to contact. Everyone was invited to a dealership “open house” to meet the new management team. After completing the task, the call center reports that 22 percent of those customers have been in the store over the last year, but were not entered into the system. Sixty-three percent of the customers were happy to hear from the dealership, and they were inclined to attend the dealership “open house” event. Another 13 percent of the people had a bad experience with the dealership and never expected to hear from them again. All of this information, along with specific comments, was forwarded to the new owner. Read more >>
The following is based on upon a real-life customer service call center report. Read more >>
Scenario (based upon a real-life customer service call center report) – Your call center reveals that at least once a week a potential customer at your dealership purchases a motorcycle at another dealership nearby. Customers buy from other dealerships for a variety of reasons. Some of those reasons you can correct. Some of those reasons you cannot correct. You need to know how often somebody visits your dealership and then purchases elsewhere. You also need to know why. Read more >>
Tags: Craig Brown
Scenario (based upon multiple real-life customer service call center reports) – You receive a report from your call center that shows more than 75 percent of all of the leads entered by a certain sales person are not legitimate. Read more >>
Tags: Craig Brown
Scenario (based upon a real-life customer service call center report) – Your call center, in a routine follow-up customer satisfaction survey, discovers that the customer was killed in a motorcycle accident. Sadly, the accident involved an eighteen year old who received the motorcycle as a high school graduation gift. He never saw his graduation day. The boy’s mother, through a choked-up voice, asked that the dealership come and take the mangled motorcycle away. The dealership was unaware of the accident because the customer lived outside the range of their local newspaper. Read more >>
