An Automotive Service Writer's Guide to Managing Difficult Customers
December 4, 2015
Working behind the counter of any automotive service department has its own set of challenges, and any experienced automotive service writer knows that a major one includes having to occasionally manage difficult customers. People bring their cars into auto shops for a variety of reasons—whether it’s for general maintenance or perhaps a repair after a recent accident. Whatever the case may be, it’s easy to understand why some customers might not be in the best of moods.
Once you break into the automotive service workforce, knowing what to do in a situation where a client is on edge will help you maintain a professional attitude. Here’s a short list of tips on how to manage difficult customers:
Maintain a Pleasant Attitude Once You Become an Automotive Service Advisor
Customers can get upset over any number of things. For instance, some people might feel that the cost of parts and labor is too high, their repairs are taking too long, or that they’re not getting what they want in some other way. If a customer begins to raise their voice, it’s important to remember not to argue with them.
As an automotive service writer, you’ll inevitably run into displeased customers who might complain. By maintaining a pleasant attitude, you’ll have some control over the situation. Even good customers have bad days, and you can lose loyal clients if you let them push your buttons and lose your patience.
A Good Automotive Service Writer Should Always Listen and Ask Questions
Another great tip for managing customers is to show them that you care by listening carefully to their concerns. Industry professionals do this by consistently maintaining sincere and concerned facial expressions and body language during any interaction. For instance, experienced service advisors typically urge customers to speak freely, and ask them questions to show them that they are listening and genuinely interested in what they have to say.
Always remember that people will respond to how you are saying something rather than what you are saying!
Notify a Manager or a More Experienced Automotive Service Writer
There will be times where you will not have a solution to a customer’s issue, despite your best efforts. However, this does not mean that you will not be able to help at all. Instead of managing the situation yourself, you might consider asking the customer how he or she would like the issue to be resolved and seek help from your manager or a service advisor with more experience. This way, you’re still using a proactive approach, while maintaining the customer’s faith in you and in the service center that you’ll work for.
Are you interested in receiving the specialized training you’ll need to become an automotive service advisor?
Visit our website to learn more about our automotive service programs or to speak with an advisor!
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