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These worksheets should then be provided to management to review and contact any customers with outstanding issues.īoost your customer retention and maintain high CSI scores with Autosoft’s FLEX DMS and a solid after-service follow-up process.It’s hard to know where to start when writing a complaint letter. These sheets can be provided to your follow-up personnel to use as worksheets, making comments and documenting the CSI question scores. The Autosoft FLEX DMS Service Follow-up module allows you to print follow-up sheets with all pertinent information from the customer’s recent service visit (customer info, vehicle info, contact info, repair order info) as well as custom CSI questions that are rated from 1 to 5. Go to: Service > Followup & Marketing > Daily Followup How does Autosoft FLEX DMS assist you with your after-service follow-up process? Lastly, always thank the customer for their business, invite them back, and provide contact information should they have any questions or concerns in the future. The goal is to satisfy the customer’s needs prior to the receipt of the CSI survey.ħ.
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Any outstanding issues should be directed to a manager that is empowered to contact the customer and resolve any issues immediately. YOUR response is invaluable to our dealership and ensuring we continue to offer absolute customer satisfaction.”Ħ. This is YOUR opportunity to let know about YOUR service experience. Example: “In the next few days, you may receive a survey from.Make sure they know what is in it for them. They have already chosen to bring their vehicle to your dealership, entrusted your technicians to repair their vehicle, and paid you their hard-earned money. Avoid asking the customer to “do you a favor” in completing the survey.Remind the customer of the manufacturer’s CSI survey, how the process works, and its overall importance. “Was your vehicle washed and completed when promised?”ĥ.“Did your Service Advisor review your Multipoint Inspection”.“Was your final cost in line with what you expected?”.
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Either way, you will have a better chance of actually reaching the customer and determining the level of satisfaction if you use both methods.