Joshua Taylor’s Post

Great News from the PACCAR Parts Customer Services Department!   Last week, members of our Customer Services team hit the road to interact directly with our dealers. The goal? To make sure that they are equipped with the best knowledge to support their daily operations and add face value, going beyond just a voice behind the phone. 🌟   What was covered: - Reintroduction of current available tools to maximise dealership operations. - Detailed training session on our systems. - A deep dive into the processes behind our Vehicle Off the Road support and claim processes. - One of the most valuable aspects of the visit was listening to the dealers. - Collecting feedback and insights allows the improvement of our processes from both a dealer and CS perspective.   These visits not only strengthen relationships but also reinforce our commitment to continuous improvement and customer satisfaction.   We're excited about the road ahead, supporting and empowering our dealerships! 🙌   #PPLeyland #CustomerFirst #CustomerServices

Tim Tozer on The Leap Forward Show: "Early in my time working in the service department at Vertu Motors, I faced a difficult customer complaint. Looking for advice, I turned to a senior colleague. What I learned from them was invaluable!" - Check the video for an answer 👇 For Reflection: Next time you’re faced with a challenging situation, ask yourself: what would create the most trust and reassurance for the customer? ♻️ Let’s keep the conversation going! If you found this valuable, please like, share, and comment to spread the message of empathy in customer service. Guy Allman David Hawkins Justin Cooke Sarah Sillars OBE Ravi Ishwar Ruparel FCA Andy Turbefield MSc CMgr CAE FIMI MCMI #CustomerExperience #ServiceExcellence #AutomotiveIndustry #CustomerFirst #EmpathyInBusiness #CustomerSatisfaction #ServiceLeadership #CustomerTrust #AutomotiveService #BuildingLoyalty

How important is effective communication and customer service for a reputable auto service center, beyond just providing quality maintenance? A trustworthy service center not only offers great car maintenance but also communicates effectively with its customers. They should be clear about expenses, talk about any needed repairs, and listen attentively to customer questions and address all the customer concerns. #CustomerFirst #ClearCommunication #QualityService

Great Customer Service often goes by another name in automotive. Great operators. They’re the ones who know that service doesn’t stop after the sale. It's the beginning. It’s about building trust, driving loyalty, and creating customers for life. Not just doing warranty work. Performance Loyalty Group, Inc understands this better than anyone. They've been helping dealers keep customers for life for 20 years. PLC understands the auto business is a people business, not a vehicle business. It’s about the trust you earn, not only the cars you sell. Let’s talk about how great operators are changing the game. DM me to review their platform. Image via partner: Performance Loyalty Group, Inc

"Endless ringing or getting stuck on hold happens to one out of seven dealership service customers who try to schedule an appointment, according to new Pied Piper research." Let's do the math. If 50 customers call your service department everyday: - 7 customers per day get endless ringing or stuck on hold - 35 per week - 140 per month - How does that make your customers "feel"? What if you could reduce the number of inbound phone calls (and provide a better customer experience) by proactively reaching out to all of your customers to set appointments via text message? #carsales #automotive #fixedops #fixedoperations #customerexperience Ed McMahon Wally Burchfield https://lnkd.in/e96XKZGp

How to create exceptional customer support and win over more customers? In today’s automotive world, top-notch customer support was just as important as the vehicles themselves. Arrival, a UK-based EV manufacturer, set out to redefine what great customer care looked like. To achieve this, we explored how other carmakers handled customer support, aiming to identify areas where they fell short and how Arrival could improve it, analyzing: 🔳12 leading car brands across 7 countries 🔳5 different communication channels 🔳5 various stages of the customer journey 🔳15 different scenarios in Service Saffari Read more: https://zurl.co/WobI and reach out to our experts to gain similar insights for any industry and discover how exceptional customer support can help you win and retain customers here https://zurl.co/abN2

How important is effective communication and customer service for a reputable auto service center, beyond just providing quality maintenance? A trustworthy service center not only offers great car maintenance but also communicates effectively with its customers. They should be clear about expenses, talk about any needed repairs, and listen attentively to customer questions and address all the customer concerns. #CustomerFirst #ClearCommunication #QualityService

When your customers give you this type of feedback, you feel you're doing something right. Just last week, I helped a customer resolve an issue they had been struggling with for days. Their appreciation was overwhelming. They said it was like having a trusted friend on standby. It’s moments like these that make all the hard work worthwhile. Aftersales support can truly transform a customer's experience. Have you ever had an unforgettable experience with aftersales support? Share your story below. #CustomerSupport #Aftersales #ClientExperience

LOOKING FOR A WARRANTY TO COVER THE CARS YOUR WARRANTY COMPANY WON’T? **Attention Dealers!** Are you losing service customers? Many customers with out-of-warranty vehicles are turning to other shops—let’s change that! Introducing **High Mileage Coverage** for vehicles up to 15 years old and with up to 150,000 miles. This full exclusionary warranty offers **$0 deductible** and **$0 cost to set up and install at your dealership**. By offering this coverage, you can retain more service customers, increase loyalty, and improve customer satisfaction. It’s a win-win for both your dealership and your customers. Keep your service drive full and protect your customers with a warranty that covers vehicles others won’t! Now Stop the High Ticket Older Year High Mileage Customers from choosing the options and not your store PM For Details #Dealership #ServiceRetention #HighMileageCoverage #CustomerSatisfaction #ServiceDrive

Building Trust in the Automotive Industry In today's competitive car market, buyers prioritize more than just price. They seek trustworthy dealerships that deliver exceptional customer experiences. So, what drives loyalty? Key Factors: 1. Transparency: Clear communication and honest pricing. 2. Personalized Service: Understanding individual needs and preferences. 3. Expert Knowledge: Well-trained staff with in-depth product understanding. 4. Seamless Transactions: Efficient and hassle-free purchasing processes. 5. Long-term Support: Ongoing assistance and maintenance. Dealerships that prioritize these values build lasting relationships, foster customer loyalty, and drive repeat business. By combining professionalism with a customer-centric approach, trustworthy dealerships establish a reputation that sells.