10 Core Principles of Good Customer Service
To
succeed in a highly competitive industry like automotive retail, you need to focus
on building a strong customer-centric dealership.
Here
are the core principles to follow to deliver good customer service.
1.
Respect
First
things first. The #1tip to building a customer-centric dealership is to treat
customers with respect and make them feel that they are indeed important to
you.
2.
Empathy
When
customers come to you for solutions, try to understand and empathize with them.
Listen to them and try to do the best under the given circumstances.
3.
Friendliness
One
of the core principles of good customer service is friendliness. Always be polite
and friendly to everyone at the dealership.
4.
Honesty
Never
hide issues from customers. You can always choose to present the brighter side of
issues, or show them the larger picture, but never hide or deny the issue
itself.
5.
Promptness
Never
keep customers waiting. If you have promised your customers a time-frame to
deliver something, make sure to respond even before the end time.
6.
Clarity
When
interacting with customers, your communication needs to be clear. Don’t leave
customers confused even after the conversation.
7.
Transparency
Always
set the right expectations. Never over-promise and under-deliver to your
customers. No one likes to get less than
what they have been expecting from you.
8.
Accuracy
The
information that your service team provides should be useful, consistent, and
accurate across all customer facing departments at the dealership. Never talk
in two voices to customers.
9.
Consistency
Service
standardization and consistency ensures that all customers can expect certain
standards from the dealership. To be
effective, customer service needs to be consistent.
10.
Accessibility
With the evolution of the mobile internet, it is easier for your dealership and customers to be accessible to each other.
For providing good customer service, you need
to go omni-channel. This means your customers will be able to reach you via any
channel.
For more insights into the core principles of good customer service, Contact Us.