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Why you should train your auto service staff in customer service

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Kerrie-Anne Chinn, Content & Editorial Manager
2018-09-12

 

Regardless of the industry you’re working in, customer service is one of the most important factors when it comes to the success of your business. If your employees fail to deliver on customer service, you’ll find it hard to retain customers, hit sales targets, and stay ahead of your competitors.

You might be surprised to hear that customer service skills are just as important in the automotive industry as with any other field. But with many automotive staff working in logistics or sales, proper customer service training is a must.

Even in the mechanical workshop, it’s important for all team members to know how to work with customers to get the best results. After all, the way in which your employees interact with clients will have a positive or negative effect on your company’s reputation, success and longevity.

If you want to improve the way your employees are interacting with customers, you’ll need to provide them with the right learning and development opportunities and resources. How are you delivering customer service training to your employees? And proactively improving their service skills?

With the right employee training, you can improve customer service standards across your business, resulting in engaged employees and satisfied customers. Here’s how you can use online courses for customer service training in your automotive business.

Why Customer Service is Important in the Auto Industry

Many businesses tend to spend a lot of time, money and energy attracting new clients, running special promotions and deals for new customers, for example. But did you know that it costs five times as much to attract a new customer than to keep an existing one?

Instead of investing so much into attracting new customers, why not focus on building and retaining a loyal customer base? Increasing your customer retention rates by just a small percentage can lead to long-term positive profits.

For employers in the auto industry, training your employees in better service techniques is the best way to build up a loyal customer base. One of the most important aspects of good customer service is knowing how to build good rapport with your customers and showing people that you’re interested in finding the best solution for them and meeting their individual needs. When customers have a positive experience with a company’s employees you can expect higher customer loyalty, better sales figures, and greater success.

Another key component of good customer service is knowing how to handle negative feedback and complaints. We all know customer service can have its tricky moments. What’s more, with the ever-increasing impact of social media, providing excellent customer service has never been so important, as customers now have the potential to provide instant feedback on any company across social media and review sites. Customer service training will provide staff with the tools and techniques they need to draw on in difficult situations.

Online Customer Service Training

When companies deliver training to staff, it’s often presented in one solid block of training, such as an all-day orientation session or two-hour workshop.

You might want to consider using online courses instead, to deliver staff training. Online learning is a great way to improve your customer service skills, as you can learn aspects of customer service training through short and engaging eLearning courses.

When it comes to customer service training, employees need to know how to complete returns, carry out special orders, respond to product enquiries, handle customer complaints, and build long-term customer loyalty. Your staff can receive training across all of these areas through online learning.

With online courses, you can provide staff with access to targeted online training activities and modules based on their specific job description. This means the course content will be more relevant and interesting to them, and they’ll be more motivated to learn and actively participate in training on these subjects.

Employee Training for Your Staff with Go1

Ready to get your customer service teams involved in online training?

At Go1, we provide high quality online training courses specifically designed for employees working in the automotive industry.

Online courses provide everything you need to help you deliver effective employee training, while making the learning experience easier and more convenient for your staff. With online training, employees can log in and complete short modules at a time and place that’s convenient to them. There’s no need for your company to book out expensive conference rooms, or hire instructors and facilitators, saving employers money and causing less disruption to business productivity.

Get in touch with the Go1 team to start creating your own tailored training program.

You might also like to check out our top five online courses for customer service, to help employees improve the way they listen to customers, form positive connections, build customer loyalty, develop telephone technique, and handle complaints.

Go1 helps millions of people in thousands of organizations engage in learning that is relevant, effective and inspiring.
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