CRA Customer Service Explored

By Tess Collins

Here are 6 tips for better phone communication with your clients to elevate their customer experience and your customer service to the next level.


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Nancy Friedman, who is known throughout the industry as the Telephone Doctor, is a keynote speaker for automotive companies of all sizes. Friedman’s client list includes CARSTAR, Big O Tires, Christian Brothers Automotive, Goodyear, Tire Pro and Midas. Friedman shares six tips for better phone communication.

  1. Just as you brush your teeth every day; you need to practice customer service and communication tips daily, says Friedman.
  2. Management needs to speak the same language as employees, Friedman explains.  If management is not on board with the information, don’t expect it to get to the team.
  3. “People Before Paperwork.” Paper can wait; people should not need to, Friedman says. When you get a call, stop everything and handle that.
  4. Don’t rush the caller. Rushing threatens people. Being busy does not give you the right to be rude, says Friedman.
  5. When working with women, don’t assume anything. Some are familiar with cars and some are not, says Friedman.

“It’s ok to ask,” Friedman explains.

  1. The little things go a long way.

“Please, thank you and you’re welcome are awesome words,” Friedman says.



Article Credit to FenderBender.


What’s your view on training your staff to use these 6 tips to increase your customer’s experience at your shop? Let us know in the comments below. Also, if you found our content informative, do like it and share it with your friends.



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