Building Customer and Employee Satisfaction Workshop

Why is it important to make sure employees are satisfied and how can they affect dealership profitability? Today, product quality and value are expected and the differences between competitors are not clear-cut. Your competitive edge has to come from the level of service you deliver and the satisfaction that you achieve. This workshop will first address the impact of customer service on your sales volume and net profit, then show you the relationship to employee satisfaction. Methods of conducting both customer and employee satisfaction surveys will be discussed and illustrated. Learn the positive and negative issues of using telephone, mass mailing and target approaches for surveys.

Topics to be covered include:

• The Service Profit Chain, the Link Between Employee Satisfaction and Customer Satisfaction
• Differences Between Employee Satisfaction and Motivation
• What Your Employees Can Do to Influence Customer Satisfaction
• 10 Concerns the Customer Has With Your Service
• Why Customers Choose a Service Provider
• The Factory Approach to Customer Relations Versus the Friendly Zoo
• Listening Habits and How to Make Anyone Feel Important
• Designing and Administering Satisfaction Surveys With Appropriate Follow Through

Who should attend: This course is recommended for any dealership employee with an interest in maintaining current customers and employees, and impressing target accounts.

Course Level: Skill Building
Length: 1 day
Class Size: Maximum of 25