The customer experience in the after-sales department plays a strategic role for the workshop business.
The implementation of a detailed and careful service process aims to achieve fundamental objectives for the growth and sustainability of the dealership.
Each phase of the process must be well-structured and functional with a broader overview and propose innovative solutions so that it is always aligned with current market needs and exceeds customer expectations.
In order not to disappoint the customer after having received an impeccable shopping experience, it is necessary to provide them with a high-level service experience, starting from the appointment phase.
Interactive acceptance will make it possible to understand the customer's needs by making them participate and not be passive in this delicate phase using effective and engaging interpersonal communication.
A quality return process will ensure you understand any future needs, increase customer satisfaction and hence customer loyalty. Stimulate positive reviews and future steps in the service.
The objective is to increase customer satisfaction, loyalty and increase the profitability and Service Absorption of After-sales Support. Train all the figures who come into contact with consumers so that everyone knows the product/service they propose and is able above all to profile the customer appropriately in order to be able to recommend the right assistance.
DYNAMIC ACCEPTANCE AREA
Module 1 (2 days)
- Management of the relationship with the Customer
- Vamag Dynamic Acceptance Line
Module 2 (2 days )
- Emotional and sales management to the customer
THE ECONOMIC MANAGEMENT AREA OF THE COMPANY
Module 3 (2 days)
- Analysis of the performance and value indicators of your company
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