If you want honest feedback, you have to put a process into place to get honest feedback.

A dealership recently changes owners. The new owner hires a call center to contact every person in the system that has not stepped foot in the dealership in more than a year.

Your call center reports a customer was very unhappy with their service experience at your dealership. How far should you go to make a customer happy?

Scenario (based upon a real-life customer service call center report) – Your call center reveals that at least once a week a potential customer at your dealership purchases a motorcycle ...

Scenario (based upon multiple real-life customer service call center reports) – You receive a report from your call center that shows more than 75 percent of all of the leads ...

Scenario (based upon a real-life customer service call center report) – Your call center, in a routine follow-up customer satisfaction survey, discovers that the customer was killed in a motorcycle ...

We all make little mistakes as a routine part of our daily lives. Once in awhile, however, we make a mistake that is not so little. How you handle it ...

Scenario (based upon a real customer service call center report) – A man visits a dealership with the intent of purchasing a motorcycle. He has been saving so that he ...