No matter what technology your service drive uses, nothing can replace a human experience. According to Jeff Cowan, President of ProTalk and a speaker at the upcoming “Best Training Day Ever” event, things like asking diagnostic questions, extending a hand to greet customers, looking customers in the eye, managing expectations and working to get the perfect survey still matter when it comes to being profitable.
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In fixed operations, inconsistency across stores and unclear expectations can create real challenges for both teams and customers. To address this, William Demaree, Group Director of Fixed Operations at the...
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