Many collision repair customers have experienced a traumatic experience to one degree or another: physical damage to their vehicle, possible personal injury, and the inconvenience of temporary loss of their mobility. Corollary impacts include loss of time, postponement of travel and social activities, and claims-related uncertainty and stress. There is also the question of whether the repair will be safe and adequate to return the vehicle to its pre-accident condition, or inherent diminished market value. To better identify and understand customer needs, customer service personnel should seek to deliver empathy. In this edition of IMPACT Collision Solutions, we will explore how collision centers can improve their customer experience by delivering a greater sense of empathyto their customers.
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