10 Essential Dealership Customer Support Skills

admin | Customer Service | customer service, customer support, dealership customer service, dealership customer support

Exceptional customer support is a cornerstone of business success. Whether you’re a seasoned professional or just starting in the industry, mastering essential dealership customer support skills can set you apart and drive customer satisfaction and loyalty. In this article, we’ll explore the top 10 customer support skills you need to succeed, from effective communication and empathy to problem-solving and adaptability. By honing these skills, you’ll be better equipped to handle diverse customer needs, build strong relationships, and contribute to your dealership’s reputation and growth.

Patience

A good customer support representative has tremendous patience. Patience can help with time management, better communication skills, and the management of challenging customers. A patient representative can help alleviate irate customers by making them feel heard, understood, and move to the resolution quicker. Customers calling with an issue, may already be a little elevated or annoyed, and a good rep knows great service doesn’t always mean fast service. They can slow down, calm the customer, and work to solve their challenge. 

Persuasiveness

Persuasive conversation doesn’t just mean making the sale. Persuasion means speaking with conviction, confidence, and in a poised manner. Using calm, professional language can help instill trust between the customer and the representative. Additionally, avoiding slang words and casual language helps to sound more professional and will increase the ability to persuade. A good customer support representative can persuade a customer to take an action that solves their problem in an even better, but not forceful, way. 

Great Communication Skills

Great communication skills go beyond being able to talk on the phone. Communication includes speaking in a way that is not confusing or disrespectful to a customer. It also involves listening fully so you can understand what they are saying and get to the root of the problem efficiently. What you say as the representative matters and needs to be as clear as possible. This includes avoiding certain words or phrases that may be misconstrued. Avoid using phrases like “that service will be included in your final bill” because sometimes included indicates no extra charge, when actually you mean those are the services they will pay for at the end. Being able to carry a conversation is a good skill to have, but more importantly, speaking in clear, concise language.

Industry Knowledge

Industry knowledge in customer support is very important in the automotive industry. These customer interactions will require a lot of knowledge regarding vehicle maintenance and specs. The best customer service professionals have gathered extensive knowledge of the product or service they are dealing with. Without knowing about the automotive industry, car dealerships, and common car issues, an automotive business development center will not be able to solve customer issues as quickly as possible. It’s amazing how much a service suggestion, or suggested model based on their current car could wow a customer. 

Adaptability

Being flexible in any situation and adjusting conversation trajectory quickly is crucial to maintaining that good client to representative communication. Some people may say adaptability is one of the most important skills a good customer support rep should have. A change in attitude from the customer or an unsatisfied customer can make things feel awkward in a split second. Adaptability means staying on your toes and being able to change the course of the conversation or issue seamlessly. 

Understanding

As mentioned, along with good communication, being able to understand the customer can set the entire tone of the interaction with them. Part of understanding the customer is making sure you acknowledge their needs and concerns. Saying, “I completely understand,” is important, but only if you mean it. Try repeating back what they said to make sure you understand them completely, instead of assuming you do. Remember, others often don’t have the same communication skills that you do, and it’s important to take the time to confirm you fully understand what they need to move forward. 

Goal-Oriented Mindset

In dealership customer support, not every interaction will be a customer with a problem. Sometimes the rep may be reaching out to a customer to sell services, schedule appointments, or ask how their experience has been thus far. No matter if the call is inbound or outbound, it’s good to go into it every time with a goal-oriented mindset. The goal is to leave a satisfied customer, every time. Plus, goal-oriented people tend to be more driven and competitive—both great qualities to have on your team. 

Emotional Intelligence

Emotional intelligence is the ability to understand and manage your emotions, as well as recognize and influence the emotions of those around you. Representatives possessing emotional intelligence can carry themselves professionally no matter what comes their way. They know who they are, what they want, and what their intentions are. They know not to take things personally and can be in control of how they represent themselves and the company. 

Positive Influence & Attitude

Maintaining a positive attitude is a given when it comes to customer service. An angry customer service agent is going to leave an angry customer and won’t take them very far. In addition, the ability to communicate with positive language can steer conversations in the right direction. For example, “I can’t get you that part until next month. It’s back-ordered and unavailable at this time,” sounds negative. Instead, try, “That part will be available next month. I can place the order for you right now and have our team reach out to schedule an appointment as soon as we get it in stock.” Using positive language sounds much more professional and considers the customer’s feelings. 

Empathy

We touched on empathy a bit when talking about understanding and acknowledging the customer. Displaying empathy with a customer not only proves to them you truly care, but it can turn a bad situation around. Customers that are buying a car, or have recently bought a car have made a very emotional purchase. There were probably ups and downs, but inevitably a positive note when they purchase a vehicle. Imagine something happening a few weeks after their new car was purchased, which makes them very upset and the representative cannot relate. Actively feeling empathy with a customer can be the difference between a negative and positive customer experience. 

Training every team member on providing the very best customer support is crucial for achieving exceptional customer satisfaction and long-term success. From the showroom floor to the service bay, mastering these dealership customer support skills ensures every interaction is positive and productive. By investing in comprehensive training and continuous skill development, dealerships can foster a customer-centric culture that builds trust, loyalty, and a stellar reputation.

Customer Traac knows what it takes to build a proper team that helps your dealership not only succeed, but thrive in the industry. Our team of experts possesses the qualities it takes to properly nurture clients in this industry. Request a proposal, or contact us here.