WardsAuto: Customer satisfaction for its own sake misses point | Ten Videos That Will Help You Soar Professionally and Personally | The Science & Mathematics of Reducing Service Department Complaints

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On today’s CBT Newscast for Wednesday, October 4th, 2017:

WardsAuto’s Steve Finlay: Customer satisfaction for its own sake misses point
When it comes to customer satisfaction in the service lane, we’re starting to see a trend where one automaker tries to top others with certain extras offered to customers. There’s an entire list of those extras, but WardsAuto Senior Editor Steve Finlay said in a recent article that there’s also a list of things that drive customers away. Watch Now

Ten Videos That Will Help You Soar Professionally and Personally
Sometimes, we all need a bit of a pick-me-up. Something to keep us going when the coffee gets cold, work piles up and burnout becomes ever-present. It is so easy to lose sight of what fulfills us in the routine of everyday life. However, a motivational word or inspirational story can get us right back into the swing of things. This is where the beauty of video comes in. Read More

The Science & Mathematics of Reducing Service Department Complaints
Many problems that dealerships struggle with have already been solved by other types of businesses. Reducing defective products in manufacturing firms (and in service industries) greatly lowers warranty costs. In your service department, defects are called ‘technician comebacks,’ when service customers are not happy with their repair work.
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