Lookers Volkswagen

“Admittedly the “presumption” was that the majority of the course would be based around the telephone call itself, some role plays and a script with which to work from/with.

“However we couldn’t have been more wrong – the content was much more about the background of a customer’s journey, the importance of the role the entire Service team plays in order to make every call easier for both us and customer and also some key words and phrases, that if used correctly, can certainly help avoid customer objections.

“As always, Natalie delivered a great training session and myself and the team here came away with several new thoughts and ideas towards delivering a better/smoother customer experience via the telephone.

“For those who haven’t already attended, I personally couldn’t recommend it enough!”

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