Make a difference in after-sales
The power of immediate feedback
Positive after-sales experience is crucial for the customer to decide again in favour of that brand or business. Thanks to after-sales scans with immediate feedback, the connection is made between the behaviour of the employees and the customer experience as well as the purchase decision of the customer. This gives us an insight into the “why” customers do or don’t do the following:
Customer experience does not end with the purchase
The three key values
In agreement with your after-sales manager, cars that need maintenance are used. All moments of the contact, that are relevant for the customer (from making an appointment for the maintenance all the way to picking up your car and the whole customer experience afterwards) are tried by the coach from Multi-Value in the robes of a real customer.
When the coach of Multi-Value reveals himself, he or she goes through the 3 key values together with the whole after-sales staff, that had been part of the experience:
- Overall Client Satisfaction
- Technical testing
- Commercial chances
Support for the future
The coach from Multi-Value offers concrete support for the whole team. This means that the staff at the front desk, as well as the after-sales consultant, the mechanic, but also the manager of the team are involved.
During the tour, the coach is always beside the employee. It is the task of the coach, to sensitise the employees so that they understand what their actions mean for the satisfaction and loyalty of customers.