TASK FORCE

CUSTOMERS SERVICE REVIEW

  • CAR-X MONTHLY PHONE SHOPs:

  • QUARTERLY MYSTERY SHOPs & SCORING

  • GOOGLE REVIEWs & STORE RATING :

CAR-X GUEST EXPERIENCE

  • IMAGE

  • Add media

  • GREETING

  • PHONE SKILLS

  • CONVERSING WITH CUSTOMERS

  • VERIFING THE PRIMARY CONCERN

  • ASKING FOR E-MAIL

  • EMPATHY & UNDERSTANDING

  • PRESENTATION OF FSM & MYCARFAX

  • TECHNICIAN INTRODUCTION

  • FLOOR MATS & SEAT COVERS

  • COURTESY INSPECTION PROCESS TO MAP STANDARDS

  • IDENTIFY THE PRIMARY CONCERN

  • SHOW & TELL

  • OFFERING LIFE PLUS

  • COMMUNICATION

  • ASK/ Mention/ Offer financing options

  • SENSE OF URGENCY

  • WORK IN PROGRESS

  • CORRECT PRIMARY CONCERN

  • CLOSING CHECKOUT AND THANK YOU

  • DID THE MANAGER ASK FOR A GOOGLE REVIEW

  • STAFFING & SCHEDULING FOR SUCCESS

  • CARX ACADEMY CAREERPATH

  • ASE CERTIFICATION

  • CUSTOMER CALL BACKs

  • COMMENTS

  • FRONT OFFICE SIGN AND ACKNOWLEDGE
  • CUSTOMER SERVICE

  • BACK SHOP SIGN AND ACKNOWLEDGE
  • TECHNICIAN

TASK FORCE OBJECTIVES

  • Identify Opportunities & Strive for Continuous Improvements

  • AREA SUPERVISOR

  • FRANCHISE OPERATIONS MANAGER

  • TECHNICAL FIELD TRAINER

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