With the increasing levels of complexity in the collision repair processes, effective customer communication is more critical than ever. While an individual customer’s needs for repair information vary, all customers have a need to know what to expect, as well as the status of the repair. Even though electronic communication (websites, social media, direct messaging) is now commonplace, it is important to supplement high-tech methods with high-touch customer interactions. Waiting until a customer calls and then either putting them on hold or having to call them back is not good customer service, and it is disruptive to your own internal processes. In this edition of Collision Solutions, we will address customer information needs and how to ensure that your customer communications are more effective, help to create goodwill, and generate customer satisfaction.
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