what great customer service looks like is almost impossible . We all have a different expectation when we go shopping . In today ’ s world , we live in an environment of instantaneous gratification . We can make an online purchase on our mobile devices while sitting at a traffic light . Satisfaction just can ’ t come fast enough !
The online experience has forever changed how people shop and buy . Some can argue that it has sterilized the buying experience by removing the factor of human interaction . The argument is that buying online almost completely removes the chance that the shopper will have a bad customer service experience . There ’ s no risk when it comes to worrying that the shopper will encounter a rude , unknowledgeable , un-caring or disrespectful employee . None of that will happen online .
Why This Is Important for the Trailer Industry A customer will happily spend more money at a dealership that provides great customer service . Your dealership must have a compelling value proposition to set your store apart from the competition . Great customer service will do the trick . The following is a comprehensive list of do ’ s and don ’ ts for helping you and your staff exceed customer expectations .
Manage Customer Expectations This is all about controlling the experience as best as you can . The key here is to find out what the customer is expecting and then communicating clearly what the customer can expect from you .
DO : Identify the problem the customer needs to solve . Interview the customer by asking a lot of relevant questions . continued on page 20
18 NATDA Magazine www . natda . org