Improving CSI (1 Day)
High CSI scores now more important than ever before. They are an essential measure of a dealerships ability to keep customers satisfied and giving more business. They also account for such a high proportion of revenue from manufacturers that they can make the difference between profit and loss.
Dealerships work hard on providing great service, but don’t get the results they deserve. This course looks at the truth behind what customers really perceive as great service and deals with the tricky issue of getting that experience translated into better CSI scores.
This course is aimed at all customer facing staff in aftersales departments. It provides the skills and motivation to provide exceptional levels of customer care to make a measurable difference to your CSI results.
- What customers want to feel
- Giving service that scores well
- How attitude affects communication
- Staying positive and upbeat
- Interpersonal skills
- Reading body language
- Using the right words
- Active listening
- Why keeping your promises is critical
- Pre conditioning the CSI score