Customer Care in the Service Drive

Beyond the Wrench

Deron Lundgren, Zone Retailer Aftersales Manager at Subaru of America, shares strategies for improving customer relationships and driving new business. He discusses techniques such as evaluating inbound calls, using role-playing for team coaching, and conducting clear communication with customers to enhance the service experience.
View the video podcast on YouTube
About Our Guest:
Deron Lundgren
Zone Retailer Aftersales Manager, Subaru of America
[e-mail]
About Our Host:
Jay Goninen
Co-Founder & President, WrenchWay
[e-mail] | 608.716.2122
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Kapitler

1. Customer Care in the Service Drive (00:00:00)

2. Automotive Management Programs (00:04:50)

3. Turnover Rate of Service Advisors (00:12:27)

4. Evaluating Inbound Calls (00:29:50)

5. Coaching Techniques (00:33:07)

6. Better Customer Communication (00:44:22)

7. Service Advisor and BDC Relationship (01:00:52)