How to Improve Your Customer Service and Online Reputation

Exceptional customer service is the #1 way to improve the online reputationofyour car dealership. No matter how good your vehicles are, your dealership still needs to be there for customers, and when you do, they are likely to talk about it.

Here are a few tips to improve your customer service.

1. Self-Help Support Can Work

In the mobile-first era, self-help is the preferred way for customers and dealers alike to get help. Pay special attention to your FAQs page. Try to build step-by-step wizards to help customers get simple things done on their own.

2. Provide Omni channel Interaction & Support

The first thing customers expect from the dealership is the ease of contacting you. This is where omni channel support comes into play. It helps customers interact with your dealership on the communication channel of their choice.

3. Listen, Listen, Listen

To provide the best customer service, you need to listen patiently.

When your customers are sharing their concerns with you, they expect the best solution possible. This is possible only when you listen and understand their specific concerns.

4. Personalize Your Interaction

It is important to treat your customer as a person and not a problem.

Address and interact with your customers by their names and always send personalized messages.

5. Empathy is the Key

Always put yourself in the shoes of your customers before addressing their concerns. Customers will be more receptive to your suggestions when you empathize with them.

6. Talk Positive

Using positive language eases out stress between you and your customers. A positive outlook can improve the trust quotient of your dealership, improving your reputation both locally and online.

7. Provide Fast-paced Customer Service & Support

When customers approach you for information or to address concerns, they expect speedy and relevant solutions.

Customers are usually short of time, and dealers who understand this usually walk away with the lion’s share of the business.

8. Improve Your Product & Technical Skills

Customers are will-informed and when they contact a dealer, they usually expect precise answers and not generalities.

Train your support team to be specialists who can offer the expertise that customers expect.

9. Ask for Feedback

Always request feedback. This will help the dealership understand the quality of customer service and the areas of strengths and weaknesses.