Are Phone Trees Killing Your Auto Repair Shop's Customer Service? [E162]

Chris Cotton Weekly Blitz

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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.

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