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Who’s Answering The Phone?


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You company phone is your lifeline to your business. You need to have the right people answering the phone. Having the wrong people answer the phone can damage your business. We spend a lot of time and money on advertising and marketing to make that phone ring. All that can be wasted if the person answering your phone is rude, unfriendly and doesn’t understand the skills of customer service.

 

Everyone answering the phone needs to be trained properly. Be cautious of having techs answer the phone too; having to break away from a swinging an engine and running to the phone may be a big mistake. Their frustration will show right through to the customer and will be perceived in a negative way.

 

You need to have dedicated people answer the phone that have the proper training. Obviously, it should be those in customer service; service advisors, service managers, office personnel or receptionist.

 

This may not be practical for smaller shops. For smaller shops, select those with the best phone manner; create training scripts and have them practice.

 

Trust me, the wrong people on the phone will turn off people and just may turn them away.

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The phone is absolutely critical. At our shop 90% of the phone calls are answered by either myself or my service manager. We are both very good (just my opinion) at dealing with people on the phone and talking them into the shop. In addition once per month we are mystery shopped by Car-x and recorded and scored accordingly. This helps us to know if something isn't what it should be. You might try having a friend or family member anonymously shop you by phone and record the results.

 

Excellent suggestion; having a mystery shopper call from time can be great tool to improve phone skills.

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