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Mike Gorun's Blog – September 2012 Archive (3)

How to Turn an Angry Customer Into a Loyal One

It’s one of those unfortunate, inevitable facts of life: every company and every employee will at some point have to deal with an angry customer.

Whether their anger is warranted because of a bad situation, or whether the customer is just plain difficult, doesn’t matter. These days, companies must respond to and deal with angry customers. If they don’t, they risk those customers becoming brand detractors, using social media to spread the word,…

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Added by Mike Gorun on September 25, 2012 at 9:30am — 3 Comments

Don’t Just Acknowledge Complaints, Use Them to Improve!

Just about every business receives a complaint at some point or another. Whether it’s by phone, e-mail or via social media, when a customer is unhappy or feels they have been taken advantage of, they want to be heard. Most customer service people are…

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Added by Mike Gorun on September 18, 2012 at 9:30am — 1 Comment

Auto Sales and Service Must Work Together to Build Loyalty

For dealers, two primary goals of implementing a loyalty program are: (1) to have the customer return to the service department for repairs, in order to increase customer pay RO, and (2) to have the customer purchase their next vehicle from your dealership. Therefore, it’s important to ensure that both sales and service are working together to build loyal customers.

 

The relationship between these two departments is critical, according to the recently released J.D. Power…

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Added by Mike Gorun on September 4, 2012 at 9:22am — No Comments

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