What You Will Learn
Lead management for fixed operations comes down to a structured balance of managing your customer experience when they are trying to connect with your dealership over the internet or over the phone and managing outbound call campaigns to keep your service lane thriving. Dealerships today are losing service customers due to fail points over the phone, during the online scheduling process, and a lack of follow-up and follow-through on outbound campaigns. Let this course guide the way to being the best in town.
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Customer Experience
Take a first impressions self-assessment of the experience a potential service customer has when trying to connect with your dealership. Reduce lost, dropped, & abandoned calls.
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Lead Management
Coach and train your staff to handle every service lead with a customer-centric approach to understand customer needs and know what to say when the customer says "NO".
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Process Management
Build more effective processes for handling appointable service calls, a large volume of status update calls, CSI concerns, and more profitable appointment management.
