Craig Brown
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Increase the odds of honesty for service department feedback
If you want honest feedback, you have to put a process into place to get honest feedback.
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Converting inactive customers into floor traffic
A dealership recently changes owners. The new owner hires a call center to contact every person in the system that…
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Correcting a common service department issue
Your call center reports a customer was very unhappy with their service experience at your dealership. How far should you…
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Make it an opportunity
Scenario (based upon a real-life customer service call center report) – Your call center reveals that at least once a…
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Actionable information
Scenario (based upon multiple real-life customer service call center reports) – You receive a report from your call center that…
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Tragedy
Scenario (based upon a real-life customer service call center report) – Your call center, in a routine follow-up customer satisfaction…
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