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MANAGING CUSTOMER LOYALTY Course Overview
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NOTHING HAPPENS IN BUSINESS UNTIL THERE IS A SALE
The average collision center customer will have an accident every 7 years, but in reality, a loyal customer will continue to bring work to your collision center many times over through referrals. What drives customer loyalty? This 1-day course examines the processes and practices required to create a positive experience for customers, improve CSI ratings, strengthen customer loyalty and gain more referral work. Regardless of the market segment that a collision center is targeting, maintaining customer loyalty is now more important than ever before in light of today’s highly competitive collision industry.
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COURSE OBJECTIVE
To provide techniques and training for building a loyal customer base
TOPICS COVERED
CUSTOMER LOYALTY & RETENTION STRATEGIES – Many collision centers do not understand the complex dynamics that impact the customer’s decision making process. Understanding how to interact with customers during the estimating process is critical to capturing increased business and maximizing customer service.
ENHANCING THE COLLISION REPAIR EXPERIENCE – Participants will study how to implement a professional customer handling process that provides a positive experience and ensures repeat and referral business. A detailed examination surrounding the impact of repair quality, the estimation process, and customer orientation is conducted.
MAXIMIZING FACILITY IMAGE, LAYOUT & DESIGN – How does your shop become the repairer of choice in your local market? What impact do insurance direct repair providers, insurance agents, facility location, and customer referrals, have on shop selection? See what the research reveals.
CUSTOMERS AND THE ESTIMATING PROCESS
THE 4-STYLES MODEL OF CUSTOMER BEHAVIOR – While we intuitively know that customers, as well as our employees have different personalities, learn how customer handling and loyalty can be drastically improved by understanding the four personality types of human behavior.
ENHANCING THE CUSTOMER COMMUNICATION PROCESS – How effective is your company’s customer communication process? Do your employees understand the impact interpersonal communication has on customer loyalty and customer retention? Participants will discover how to improve the customer communication process and increase customer satisfaction.
HOW TO DEVELOP CUSTOMERS FOR LIFE – Review of compelling research report, complied by J.D. Powers and Associates, that demonstrates the powerful link between customer satisfaction and business growth. The research study will also show how store location, customer referrals, advertising, insurance relationships, and a positive estimating experience translate into improved customer CSI and loyalty.
THE CSI DRIVEN ORGANIZATION
MEASURING CSI EFFECTIVELY
WHO SHOULD ATTEND
Shop Owners, Estimators, Managers & Key Personnel
COURSE LENGTH
1-day class
CLASS SIZE
10 minimum, 20 maximum
CERTIFICATION & TRAINING MATERIALS
I-CAR students are eligible to receive 1.75 Gold Class points for this course. Automotive Management Institute (AMI) students are eligible to receive 14 Accredited Automotive Manager (AAM) credits. Participants will receive a student manual, course handouts, lunch, refreshments, and an MVP certificate of completion.
MINIMUM REQUIREMENTS
Any PPG or Nexa Autocolor™ customer is eligible to attend any MVP Business Fundamentals course
FOR REGISTRATION
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FOR MORE INFORMATION
MVP Hotline: 1-800-970-2283 or (440) 572-6199
MVPmailbox@ppg.com
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