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Mastering Customer Service: Insights from the Five-Star Service Advisor Coralee Zueff
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Coralee Zueff is a seasoned master service advisor, coach, and author of "Five-Star Service Advisor," with a rich background spanning from technical expertise to retail and aftermarket experience. Her passion for empowering service advisors led her to develop the innovative Five-Star Service Advisor program, aimed at revolutionizing customer service in the automotive sector.
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What we discuss in this episode:
1. Understanding Customer Behavior: Coralee sheds light on why customers may choose aftermarket services over dealerships, debunking common misconceptions about pricing and revealing the true drivers behind customer choices.
2. The Importance of Convenience: We explore the evolving landscape of automotive service, where convenience plays a pivotal role in customer satisfaction. Coralee highlights the significance of dealership initiatives such as pickup/drop-off services and mobile servicing in meeting customer needs.
3. Empowering Service Advisors: Delving into the core principles of the Five-Star Service Advisor program, Coralee shares valuable insights on nurturing a customer-centric approach, building trust, and fostering meaningful interactions.
4. Bridging the Gap Between Dealerships and Independents: Coralee outlines the unique benefits of her program for both dealerships and independent service providers, emphasizing the importance of specialized training and customer-centricity in driving business success.
5. The Future of Automotive Service: As we wrap up, Coralee offers a glimpse into the future of automotive service excellence, highlighting the role of ongoing training, adaptation to industry changes, and a deep understanding of customer needs.
Listen to the episode featuring Coralee Zueff for even more insights!
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Apple: https://podcasts.apple.com/us/podcast/fixed-ops-roundtable/id1608656237
Spotify: https://open.spotify.com/show/15HHYoyvCo1PSFwYn02UXY
Thanks, Coralee Zueff
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