BROADENING THE SCOPE OF A CUSTOMER SERVICE REPRESENTATIVE

摘要

Two years ago, ABRN published my article, "Is your customer service representative empowered?" June 2018, where I talked about getting your Customer Service Representative (CSR) more involved in the inner workings of the business. Things have changed in our industry over the last two years and it affects how we handle our customers, making it even more important to broaden the scope of your CSR. One of the key points is to separate customer service from vehicle repair. There will be a time when the CSR will transfer the customer to a damage ap- praiser or repair planner, hopefully after capturing the keys. Your CSR should be the customer focal point rather than a message taker, providing one-stop service for fulfilling customer needs by having all communication going through them. Being able to repair a vehicle is a given, but how well you take care of the customer is what sets you apart from your competition.