We might be in an age where we text on our phones more than we talk on them, but in the customer service world – phone skills still matter.
A phone interaction is often the first impression a customer has of your service department. You don’t get a second chance at a first impression. And more often than not, that impression could use work!
Think about when you’re calling around to ask about a product or service. Let’s say you need a specific size wrench. You need to know if a hardware store has it, and if it will work for your project. If you call a store that answers the phone in a hurry, maybe puts you on hold or transfers you, and answers your question that they do have the wrench – you might buy from them. But if you call another store and you’re greeted warmly, they have the wrench and talk to you about your project and offer alternatives that might be a better fit, then ask if they can hold the wrench for you while you’re on your way in. Where are you going to shop?
I bet you’d choose the second option – because it feels better to give your business to someone who values it.
When someone calls your service department, you want to ensure your team is providing a positive experience.
Some of the most common phone skill issues I see in dealerships are:
You want to teach your team that you expect when a customer calls your dealership with a service question, they will talk to an advisor who introduces themselves, listens to the customer’s concerns and engages with them, and tries to earn their business.
Remember that you’re likely not the only service department receiving a call from a potential customer, so phone skills can determine whether you earn a customer’s business.