December '19

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rv-pro.com December 2019 • RV PRO • 75 Customer Service in the Service Department, Part Two Implementing a customer service improvement process across six key areas can result in big dividends for your dealership's fixed operations. Editor's note: This is the second in a two-part series on customer service in the service department. Part 1 ran in the November issue. T he words "customer service" – from the RV customers point of view – are actually pretty straightforward: It means getting their RV in for service, getting their RV out of the service department, and being able to use their RV after it is serviced. As I mentioned in my guest column last month, the only point of view that matters is that of the customer. Let me share a few customer service frustrations as viewed through the eyes of customers whom I've noticed on social media: "Does anyone here know of a dealer anywhere in the U.S. that will do warranty work for someone who did not buy their RV from them? ... Unbiased, fair and treat everyone with respect no matter where you bought your RV from, because THAT is who I'll buy my next RV from!!" "My question to the group is this: Is it normal and common for the dealer to hang on to your rig for four to six weeks? Having never experienced having a dealer fix a trailer, I wasn't sure if this is normal, or if my dealer is really slow." "Eight months (and my) rig is still (in the) shop. Went to check (on it) Saturday and found damage that the dealership caused. They have caused more damage 'fixing' my rig than what we took it in for. ... Lesson from this ... (manufacturer) will never get my business again and ... (dealer) will also never get my business again." OK, is that fair? Probably not, and while you're only getting part of the story, it's the part that is broadcast across social media – where other customers appear to be eager to buy into it and add their two cents. I've seen well over 200 responses to one person's rant. As the old saying goes, "Bad news travels fast." On the Other Hand Meanwhile, the following are just a few frustrations that the service department may have with the customer due to his or her lack of understanding: • They always seem to wait until the last By Don Tipton Don Tipton is president of DTC Retail Consulting based in Jacksonville Beach, Fla. He is a speaker, trainer and consultant with almost 35 years of RV and automotive experience. Tipton has conducted training workshops for many state and local associations and is often an invited speaker for 20 Groups. For information, call 803-917-9991. B U S I N E S S Dealers can improve their customer service operations in part by implementing a guest handling process extending from the RV drop off to the vehicle pick up and also by conducting a daily morning job-status board meeting in the service department where the status of every unit on the service lot is reviewed.

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