Focus On Customer Experience

Coralee Zueff - Five Star Service Advisor

Listen Later

I have been in the automotive industry for 20 years. Began my career pumping gas and going to college for automotive service technician. I challenged the parts person exam and have years of education and experience selling cars. The last 10 years have been spent as an automotive service writer than automotive service manager. I wrote a book that quickly became a best seller on Amazon. I now train other service advisors.


In a typical work day, everything can be going smoothly until a customer is furious at the cost of their bill and thinks they know more than you and the technician because they watch videos on YouTube. It's now 4:45 and you haven't even had time for a lunch break. How do you handle everything, keep a smile on your face and feel like the life has not been sucked out of you? Twenty-year automotive veteran Coralee Zueff explains how to:

  • Sell more work by educating the customer, not high pressure sales tactics.
  • Ask customers better questions to get the correct description of the complaint for the Technician.
  • Understand a Technician's diagnosis and communicate it to the customer.
  • Handle customer objections.
  • Deal with shop conflict.
  • Properly create an estimate so that the customer feels supported.
  • Manage the technicians' time more effectively.

    • Included in this book are worksheets, templates and training to help Service Advisors communicate better, manage conflict and increase revenues without feeling sales-y.


    You can grab her book on Amazon

    https://www.amazon.ca/Five-Star-Service-Advisor-communicate/dp/1777731305/ref=mp_s_a_1_1?crid=2BDH9ZYXP5J6V&keywords=coralee+zueff&qid=1640470388&sprefix=coralee+zueff%2Caps%2C151&sr=8-1


    Connect with her

    https://www.linkedin.com/in/coralee-zueff-414083167/

    ...more
    View all episodesView all episodes
    Download on the App Store
    Focus On Customer ExperienceBy Benjamin DelGrosso