December 13, 2024

Improve Call Handling Skills: The Power of AI and Continuous Learning [RR 1015]

38 minutes

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

David Boyd discusses the critical importance of call handling and customer communication, offering valuable insights on setting clear expectations and fostering a supportive training environment. Learn how modern technology can elevate customer service interactions, boost conversion rates, and drive sales growth. Plus, gain practical tips for introducing call analysis to your service advisors for measurable improvements.

David Boyd, Inbound INC.

Show Notes

Watch Full Video Episode

Institute Summit, February 6th-8th, 2025, in Amelia Island, Florida: https://www.wearetheinstitute.com/summit

Call Handling Process (00:02:14)

Continuous Education vs. Training (00:04:25)

Understanding Customer Communication (00:05:38)

Conversion Rates and Call Handling (00:07:42)

Complacency in Communication (00:09:10)

Sentiment Analysis (00:09:37)

Predictive Indicators (00:11:16)

Coaching Service Advisors (00:12:42)

Using Transcripts for Review (00:14:33)

Talk Time Metrics (00:15:51)

The Importance of Asking for Sales (00:20:08)

Encouraging Customer Engagement (00:20:27)

Shifting Mindsets to 'Say Yes' (00:21:09)

Client Advocate Concept (00:22:25)

Utilizing Coaching and Training (00:24:08)

Time Efficiency in Call Coaching (00:25:05)

First Impressions Matter (00:28:16)

Impact of Communication on Sales Growth (00:29:36)

Digital Communication Platforms (00:31:02)

Business Continuity Planning (00:32:39)

Technology's Role in Customer Relationships (00:34:31)

Understanding Call Handling Expectations (00:35:42)

Emotional Overtones in Feedback (00:36:39)

Creating Training Opportunities (00:36:56)

Defining Success in Call Handling (00:37:32)

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

Set your sights on Las Vegas in 2025. Mark your calendar now … November 4th-6th, 2025. AAPEX - Now more than ever. https://www.aapexshow.com/

NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/

Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com

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