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Customer Comebacks

The Automotive Training Academy by Assurant provides informational video tips to help you and your team deliver better results in an ethical and compliant manner. Our instructors bring decades of real- world automotive experience to this video series, as well as our five-day immersive F&I Professionals course. This LIVE In-person program is offered at our Houston/The Woodlands office. In this video, Paul Dosescu explains how to handle when a customer comes back to the service department. Service departments hate comebacks just as much as the customer does. The customer is frustrated, you are frustrated, your technician is frustrated. It’s a challenging situation all around. This is where your soft skills come into play. If you want to save the situation and show the customer you really care to make it right, follow these 3 steps. First, review the work done on the car and make sure you have a really good understanding of what was happening before and what is happening now. You don’t need to split hairs or blame anyone, just get all the facts in line. You’ll need to determine if the car came back because there is a new problem or if the original problem wasn’t fixed correctly in the first place. Ask questions and make notes. Allow the customer to speak and don’t interrupt. Just like you, their time is valuable, and they wouldn’t be standing back in front of you if they didn’t believe there was a problem. Don’t shower the conversation with blanket apologies or you might risk the customer feeling like you’re just trying to make them feel better. Be sincere. Next, get the car diagnosed properly. Work with your internal team. If that means involving a technician group leader, the shop foreman, or the service manager, do so and have a plan on hand. Communicate to the customer WHAT you will do and WHEN you expect to have more information. This is a priority, and you should convey that. Keeping your customer updated throughout this process is even more crucial than it was during the first visit. Remember, they are likely still frustrated and most definitely inconvenienced. So, keeping them in the loop will at least allow them to schedule their day and ensure they don’t feel forgotten about. Once you know what happened, you’ll need to relay that to the customer. Don’t skimp on the details and tell it like it is. If the dealership dropped the ball, own up to it and apologize sincerely. If the issue is elsewhere or not related to the work previously done, be ready to explain all the steps your dealership has taken to recheck the work and the steps taken to find this new failure. Warning lights (such as the check engine light) can come on for hundreds of different reasons and the car may display the exact same symptom. like running rough, for example. You’ll need to be prepared to help the customer understand how to differentiate between various types of failures. Again, be sincere and patient. Lastly, find resolution and assurance. Take action and get the things moving to repair the car. Along the way, provide clear explanations and follow up to make sure it’s been truly resolved after the fact. Remember, it is not just enough to fix the car at this point. You must work towards restoring the customer’s confidence as well. It’s always a good idea to have a member of the leadership team connect with the customer. The service manager is usually the best fit here but if the issue is big enough, you may ask for additional support from the general manager or dealership owner. Remember this: most customers just want to feel valued and respected. If you can accomplish this, you can save nearly any situation. I’m Paul Dosescu with the Automotive Training Academy, thank you for watching! Sign up for the F&I school that has won 7 consecutive Dealers’ Choice Awards. https://www.assurant.com/partner-with... academy/f-i-training Make sure to subscribe to the Automotive Training Academy YouTube channel for weekly F&I Tips and more from our team at the Automotive Training Academy by Assurant. For dealer use only. Not for use by consumers. If consumers request coverage details, they should be referred to approved advertising or fulfillment documents.