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Educate your service customers to buy into repairs via e-learning modules.

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Comment by Karolyn Hart on February 17, 2009 at 9:54am
Well to be honest I want to live in the world where the customer AND the service manager both have that sort of time. If only we could package up and sell more time - we'd be millionaires!
Comment by Karolyn Hart on February 17, 2009 at 8:15am
Hey Stan, Great comment yet it doesn't take into consideration that communication at the point of interest is now critical. In other words, even if a dealer did a fantastic job of explaining when a person purchases their car, the fact is people forget. The other challenge is that the scenario you described is an ideal situation where the service manager AND the customer both have ample time to sit back and explain in detail. The reality is service managers are busy. Good service manager's are swamped and their biggest goal is making sure they fix the car properly. Customer's may be frustrated if they don't understand something but they won't return if something isn't fixed properly.

The eLearning modules assist the service manager's by providing a communication tool that the customer interacts with and essentially gets the questions answered they are interested in at the touch of a finger. The customer knows the questions they have and can navigate themselves and then if they have a pressing question they can go to the service manager for further clarification.

:-)

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