3 phone problems every automotive service manager needs to address in his department
TRANSCRIPT
3 Phone Problems Every Automotive Service Manager Needs to Address in His Department
The service department is the financial hub of the dealership.
Yet compared to the sales department, phone skills are put on the back burner.
Properly handling phone calls with customers is an important way to drive new customers into your service bays.
A proper phone conversation is 3x more likely to bring a customer into your service department.
Take advantage of every important service opportunity, and you’ll increase customer retention and your CSI score.
Ready to get started at your service department?
Pay attention to these 3 common problems happening on your phones.
1. The Problem: “I don’t know why my service prospects are experiencing long holds or not getting through at all.”
The number one problem service departments have on the phone is connecting callers to someone who can help them.
The Solution: Find alternatives to route your calls to the right person at the right time.
Call Scheduling
52% of callers will not call back if the initial call isn’t answered.
Call scheduling allows you to control the routing of calls based on time of day or day of the week.
Use call scheduling after hours to route phone calls to a call center or a cell phone.
Call Routing/Bridge/IVR
Otherwise known as “menu routing” or a “phone tree.”
Use a bridge to route callers to different areas of your service department.
Callers will be greeted with this prompt: “Thank you for calling. Press 1 for parts, press 2 for service…”
On average, calls coming into a bridge line are connected with their intended party sooner than those without a bridge.
Staffing Your Phones
The quickest fix to diminishing long hold times is to properly staff your phones!
Utilize a multi-ring to ring multiple phones at the same time.
The first qualified service rep who answers is connected through to the caller.
There are 2 more problems happening on the phones at your service department.
Download “3 Phone Problems Every Automotive Service Manager Needs to Address in His Department.”
3 PHONE PROBLEMS EVERY
AUTOMOTIVE SERVICE MANAGER
NEEDS TO ADDRESS IN HIS
DEPARTMENT