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In this podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching addresses the negative impact of phone trees on customer service in auto repair shops. He emphasizes the importance of the human touch and shares his frustration with complex phone systems that deter customers. Chris offers practical advice for revamping phone systems, such as auditing current setups, matching staffing to call volume, and soliciting customer feedback. He advocates for a balance between technology and personal interaction, stressing that each call is an opportunity to showcase excellent service and stand out from competitors. Chris concludes by inviting listeners to contribute to the conversation on maintaining a personal touch in customer service.
The importance of human touch in customer service (00:01:05) Chris discusses the negative impact of phone trees on customer service and the need for a human touch.
The drawbacks of using phone trees (00:02:07) Chris explains how phone trees can frustrate customers and lead to missed opportunities.
The value of personal interaction in customer service (00:05:21) Chris emphasizes the importance of human connection and empathy in the customer service experience.
Balancing automation and human interaction (00:07:31) Chris discusses the need to strike a balance between technology and human interaction in the auto repair business.
Practical tips for revamping phone systems (00:09:33) Chris provides practical suggestions for improving phone systems to better serve customers and enhance the overall customer service experience.
Connect with Chris:
[email protected]
Phone: 940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/
AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
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Click to go to the Podcast on Remarkable Results Radio
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ATLAuto
My first thought on this was axles and/or the torque converter lockup. Both can cause this issue. Plymouth has a ton of TSB's out for this issue (example: 18-05-94 SHUDDER DURING TORQUE CONV EMCC OPERATION -41TE/42LE). Worn out axle ends will cause this as well. Apparently the remanufactured axles don't get new inner tripods, making the issue continue even after replacement.
This is a bit of an odd forum to post this question in. Do you have access to IATN ($15/month) or Identifix ($130/month)? Both of these services are absolute lifesavers. IATN is a forum tool for asking those really complex questions. Identifix is a massive database of searchable fixes with numerical likelihoods that your issue will be solved by a certain fix. They are worth every penny.
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IntegrityAutoCare
Thanks to BOTH of you guys for the responses. I was actually wondering about the inner cv joint as well (due to the shudder being on acceleration) and at $55 for a new one I think I'm just gonna replace that and maybe take a close look at those mounts to make sure everything looks good.
Just out of curiosity, why do you find it odd that I would post this question here? Where better to get repair/diagnostic help then in a "repair/diagnostic help" sub-forum of a website for auto repair shop owners? *lol*
I have actually never heard of either one of those services you recommended, but I will definitely look into the IATN as it is much closer to my price range (one bay shop, single owner/operator/receptionist/bookkeeper/administrator/janitor/etc). I was using a forum called "ask-a-tech" through my Mitchell ProDemand membership but then they decided to require an ADDED paid subscription to use that forum on top of what I am already paying for pro-demand so I decided to boycott them. *lol* Petty I know. I am in my first year of business, though, and barely in the black....gotta really watch my expenses! As the old saying goes, a penny saved is a penny earned!
As for today I have saved at least 15,000 pennies by picking you guys' brains instead of going to a paid website. Hopefully one day I will have the opportunity to return the favor and share some of my own knowledge with you or someone else who needs it. And why SHOULDN'T we share information like that and help each other fix cars and save money (thus running our businesses more efficiently)? Isn't that what this website is all about?
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Jeff
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