Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

Women in the Dealer Workforce: Where We Are & Where We Can Go

Women in the Dealer Workforce: Where We Are & Where We Can Go

It’s no secret that women make up a small portion of the dealer workforce and turnover among women is high. By not attracting and retaining women in the …

Car Subscriptions - Q and A with Bill Playford

Car Subscriptions - Q and A with Bill Playford

I had the chance to interview Bill Playford about car subscription services, and how they're going to change the marketplace. Take a look what this ins…

Be The Exception

Be The Exception

How brilliant marketers find and follow what makes their stories different in a world full of average content DrivingSales is excited to announce th…

Keeping Up with the Joneses in Quick Lube

Keeping Up with the Joneses in Quick Lube

More than half of all sales customers will abandon your dealership’s service department in the first year. It’s a widely varying statistic &nda…

It Has Never Been Easier To Be Average

It Has Never Been Easier To Be Average

It has never been easier to be average. This post was written by Jay Acunzo, who will be speaking at the upcoming DrivingSales Executive Summit in Octob…

Customer Service Phrases that Shouldn't Exist

what's customer service?In regards to customer service, some phrases have become redundant and out right stupid to say to customers. From working retail to chatting for your dealership, I’ve gathered some phrases that need to be revamped so that your customer service can remain top notch!

Some customer service phrases that needs work:

“How can I help you today?”

What’s wrong with that one you say? It’s not personal enough, everyone and their mother’s say this.  Instead say something like, “How can I make your day better?”

“I don’t know.”

Customer’s don’t expect you to know EVERYTHING, but when it comes to a product inquiry they expect their salesperson to be knowledgeable. If you don’t know the answer try saying, “That’s a good question. Let me find out for you.”

“I can’t do that.”

This phrase should be banned from customer service. Empower your employees or train them to take an issue to the supervisor or a manager. Use a phrase such as “I can check with my manager for you.”

“No problem.”

This implies there was a problem to begin with by helping the customer. This has become the lazy way of saying thank you. Try saying, “You’re welcome [customer name], please come back again,” or “You’re welcome! I look forward to seeing you next time [customer name]!”

 

Bad Customer Service

 

“That’s not my department.”

While that may be true, is not something the customer wants to hear. You should know all areas of your dealership and who works in them. Instead say, “I’ll be happy to get you to the person in that department who can assist you better.”
 

 

 

 

 



Simple words do make a difference! Hopefully these tips will refresh your customer service and if you have any other overused phrases you’d like to be refreshed, comment below!

 Unlock all of the community & features  Join Now