Category: Customer relations

Expectations and Opportunities in the EV and Hybrid Maintenance Sector

Posted on by Sophie Ginoux

As the number of electric and hybrid vehicles on Canadian roads continues to rise, an AIA Canada report analyzes public expectations in this rapidly expanding sector.

By conducting this year’s study, Data and Diagnostics: Inside the Minds of Canadian EV Owners, AIA Canada struck a chord. The clear increase in EVs and hybrids in Canada—and especially in Quebec, where nearly one out of every two Canadian EV owners resides—brings both challenges and opportunities to the automotive maintenance and repair industry. Based on 2,210 respondents, including 581 Quebecers, this national profile highlights behaviors and expectations that are already redefining the automotive service market. Continue reading “Expectations and Opportunities in the EV and Hybrid Maintenance Sector” →

Corporate Culture and Customer Service: Our Best Advice

Posted on by Sophie Ginoux

Customer satisfaction is the driving force behind commercial success and long-term sustainability in the automotive sector. And the workplace culture you establish plays a major role in achieving that.

In the highly competitive world of automotive repair and maintenance, core values such as honesty, reliability, and customer satisfaction contribute to a positive culture that fosters trust and confidence, both of which are essential for customer loyalty. Continue reading “Corporate Culture and Customer Service: Our Best Advice” →

The Service Consultant: A Key Member of the Service Department

Posted on by Jadrino Huot

The service consultant plays a key role in every new-car dealership and motor vehicle repair shop. He serves as the main intermediary between customers who require maintenance or repair services and the shop team.

In most cases the service consultants is the first point of contact in the service department. The employee filling this role must be professional and courteous at all times. A strong knowledge base of vehicle mechanical systems is also required in order to help customers make informed decisions based on their specific needs. The service consultant must possess first-hand knowledge of the manufacturer warranty policies, maintenance requirements, and promotional campaigns.   Continue reading “The Service Consultant: A Key Member of the Service Department” →

Flexible Service Designed to Retain Customers

Posted on by Jadrino Huot

Unforeseen events and emergencies are part of the everyday business environment. Even the most efficient customer service department will experience these inconveniences. This is why your employees need to have the latitude to deal with these matters to the satisfaction of your customers. flexible

Missing parts, additional delays, or an unreturned call caused by a misplaced note can be major sources of aggravation for your customers. Even the most loyal customer may one day pick up and visit your competitor, or hurt your business through negative word of mouth. These situations needs to be dealt with immediately. But how? Continue reading “Flexible Service Designed to Retain Customers” →