Service Follow-Up:
How To Win Repeat Customers

Our Service Follow-Up Service is raising SSI/CSI and boosting customer loyalty across the board.

We provide new information on a daily basis. Good, bad, or otherwise, you will have accurate and timely customer satisfaction information.

With The Listener® Group, you get …

• 100% accountability for each service customer provided
  
• Commitment from completely satisfied customers to return factory surveys
  
• All factory "HOT BUTTONS" covered
  
• “Problem customer” HOT ALERTS by immediate fax or e-mail
  
• Detailed monthly reports of performance trends by advisor or technician
  
• Documented outstanding customer testimonials

By prompting the return of the factory survey with a “completely satisfied” rating, we will increase the number of positive responses that actually make it to the factory, increasing your CSI ratings.

You and your staff also receive positive and complimentary comments, which serve as a morale boost and as a customer testimonial to your excellent service.

How It Works

1. You simply provide the names and phone numbers of your service customers to us every day. (We can automatically poll your database with our data extraction capabilities. See Call Center for details.)
    
   
2. Our highly trained Research Associates call your customers. Using our professional phone survey, we learn how your customer really feels about the service experience. We show empathy and concern to your customers and let every customer know of your sincere desire to solve all problems to their satisfaction.
    
   
3. Upon completion of the survey, our system will auto-fax/email a Service Satisfaction Notice (SSN) to you, complete with any customer comments.
    
   
4. If the customer is “100% satisfied,” we get a verbal commitment from your customer to return the factory survey as “completely satisfied.”
   
   NOTE: Our goal is to INCREASE the number of positive responses returned to the factory, maximizing your CSI!
    
   
5. If the phone survey is less than “100%,” we tag the notice as “HOT” and make no mention of the written factory survey. Instead, we ask what it would take to satisfy the customer. The “HOT” fax/email alerts you to customers who need immediate attention.
   
   Our reports serve as an early warning system that informs you before the customer communicates with the factory
   
6. At the end of each month, you will receive a summary report, which compiles the individual survey responses into reports showing overall dealership and individual service advisor and technician performance on a monthly and year to date basis.

This unbiased report shows you your Service Department through your customer's eyes. It is designed to meet factory requirements as your documented follow-up program. (See Sample Reports.)

Sample Increased Success For Yourself

Take a few minutes to review our Services and, most importantly, What Our Customers Say about how The Listener® Group has helped them increase their success and build relationships.

Then see what a difference The Listener® Group can make for you. To sample our services, and taste greater success, Contact Us—Today!