Diploma of Automotive Management - Management Assignment Help

Assignment Task

1.1. Customer issue and associated feelings and opinions are identified.
Complaints and comebacks generally mean more work for your auto shop, but sometimes that work comes complete with an upset customer. While much of your shop's business happens in the garage and out of the public eye, your face to face interactions with customers make impressions that can win and lose future jobs. By practicing some basic customer service principles, you can turn negative customer experiences into positive ones. Both before and after service has been completed, you and your team may be forced to deal with customers experiencing negative emotions or results. While these customers can be tricky to communicate with, the following is a list of techniques to help you reassure your customer and agree on a solution that pleases you both:
•Do not take the complaint personally or get emotional - when your customer is having an emotional reaction to their situation, e.g. a problem with the service they have received, it is important to remember that you, personally, are not the issue at hand. By remaining calm, cool, and collected on the other side of this interaction, you can stay in control of the situation without escalating it further. Do your best to look at the situation objectively, despite the emotional response surrounding the information.
•Listen carefully and actively - it may take a little time, but another best practice is to let your customer express everything they are struggling with first, before interrupting or explaining. First, in order to provide a solution, you will need to collect as much information from your customer as possible. Second, actively listening to your customer helps them feel like their concerns matter to you and your business and shows that you are devoted to resolving the issue(s).

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