CBT Automotive Newscast for November 21, 2019

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Today on CBTNews.com – Thursday, 21st, 2019:

Kvein LeSageThe Importance of Monitoring the Quality of Your Dealership’s Leads – Kevin LeSage, Autotrader
Joining us today to discuss Cox Automotive’s new whitepaper, “The High Cost of Poor-Quality Leads”, is Kevin LeSage, director of digital marketing of Autotrader. Watch Now

Kevin LeSagePros and Cons of a 4-Day Work Week for Service Technicians
In 1930, during the Great Depression, economist John Maynard Keynes predicted that a 15-hour workweek would become a reality “within 100 years.” At the time of his prediction, the industrial revolution was in full swing, spurred on by ever increasing automation, which made the idea not so far-fetched. Read More

Kevin LeSageAnybody Can Coach Customer Service if They Have the Right Approach
In a previous article I wrote about dealing with angry customers by acknowledging their concerns, responding with what you can do versus what you can’t do, and transitioning into a resolution or closing out the matter altogether.  That method is the A.R.T. method and it’s a very effective tool if you can learn to master it, but what about your staff? This is a common problem for managers who were star performers in earlier roles, but now that they’re in a managerial position it can difficult for many to coach those same skills to their team.  The key to effective coaching is to approach it in a systematic way: explain, coach, and monitor. Read More

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