By doing so, they will be taking the relationship from one between customer and service writer to one between Bob (service writer) and Mike (customer). As soon as comfortably possible, your service writers need to get on a first-name basis with the customer. This is one of the best-kept secrets to controlling the conversation with customers. This not only helps your service writers start a relationship with your customer, but it shows the customer that your service writer listening to them, it keeps them engaged, and it causes them to actively listen, rather than formulating more questions. Your service writers should always take notes, then repeat back the information the customer provides them with. Regardless of whether the customer is walking in or calling in, your service writers need to slow down, smile, and speak with genuine interest and compassion. Since your customers calling in can’t see your service writers, tonality becomes even more important with callers. A study performed at UCLA (University of California Los Angeles), concluded that when it comes to what influences people during a sale, 55% is what the customer sees, 38% is the tonality of the salesperson, and the words used by the salesperson account for only 7% of the sale. Remember, your service writer’s tonality is critical to your success. The best way to accomplish this goal is by training your service writers to smile, greet the customer with a salutation, provide the customer with their name, then ask a question that invites a response. Accordingly, the first thing your service writers need to sell to your customers on is themselves. In order for people to buy from your service writers, three things need to occur: they need to like your service writers, trust them, and view them as credible experts. If you want to increase your shop’s sales and customer satisfaction, these 5 service writer training tips are the most important for you to consider…
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