SCRS Repairer Driven Education: RD6E - Enhancing Your Business: Elevating the Customer Experience $

November 7, 2013 - 3:00pm - 5:00pm
N235 - 237

Repairer Driven Education, RDE, SCRS, SEMA Show

SCRS REPAIRER DRIVEN EDUCATION (RDE) series will feature seminar offerings. Each of the courses has been individually selected or crafted by SCRS because the content specifically focuses on issues and information that are relevant to collision repair professionals operating in today’s marketplace, and appeals to the diverse array of marketplace perspectives that exist within the collision repair industry.

RD6E - Enhancing Your Business: Elevating the Customer Experience

Presented by James Berkey, PPG; Norm Angrove, PPG

In a perfect world you believe that your employees are the best in the business. You’re confident that your customers are receiving “best in class” customer service. But, are they? Are they being greeted promptly, respectfully, with a smile? And that’s just the beginning! How would they rate the experience of the entire process? Was it so great that they would never consider another shop? Or, would they just say, “I’m satisfied”? What would you say if I told you that just satisfying your customer is worthless! Satisfied means you did your job--nothing more, nothing less. Merely satisfying your customer is not going to bring them, or their family and friends, back. The reality is that many owners and managers assume that their shops are the best, when in fact, they are just another “me, too.” Our research has shown that as much as 50% of customers have had a negative experience at the first point of contact. Wow! We’re just at the greeting! Fortunately, Elevating the Customer Experience provides a practical approach to customer satisfaction that will “rock” your customers, as well as your competition. Discover how creating “Memorable Experiences” can provide a true competitive advantage by making extraordinary customer service the centerpiece of your marketing strategy. Participants will learn the difference between (1) Customer Satisfaction, (2) Customer Service, and (3) Customer Experience. In addition, you will explore how customer service expectations vary among multiple generations, and how the four personality styles: (1) Driver, (2) Amiable, (3) Expressive, and (4) Analytical determine how you interact with customers. If you want to learn how to build consumer loyalty that lasts a lifetime, this is the workshop for you.

Click here to register for the SCRS Repairer Driven Education courses.

For more information, visit the SCRS RDE website.