Wednesday, 4 December 2013

Four Common Car Repair Complaints

How to Handle Four Common Car Repair Complaints


How can you help your customer service team skillfully respond to your clients’ complaints?
We assume that your auto repair business is built on integrity. That’s exactly the reason you have clients who unhesitatingly refer your company to their friends and relatives whenever they need their cars repaired or maintained. You surely want to keep this trust among your customers.
But it is inevitable that some clients may be dissatisfied and consequently complain. It is high time you retrain your staff on how to deal with frequent complaints from clients. Consider these four common car repair service complaints and how your people can respond to them intelligently.


1. Why does your garage charge too much for simple repair and maintenance work?

Do not take the question personally. Acknowledge the complaint and dig for more facts by asking probing questions, such as:
     Why do you think the bill is too high? Carefully take note of the answer.
     What amount were you expecting to pay for the work done?
     Did you agree to pay a fixed price?  If the client says yes, there is nothing you can do to change the amount he needs to pay for. Calmly explain that you have no authority to alter a contract - which the customer entered into when he agreed on the price with the garage.
     If the client did not agree to pay a fixed price, ask them: Did you get a quotation or just an estimate? Consumers most probably have to pay for the quoted price but for estimates, your company needs to justify the bill’s amount.


2.  Why is it taking too long to carry out the repair work?

Remember to respond to this question ASAP. Although the complaint has not been confirmed yet, use the technique called ASAP, which stands for Apology, Sympathy, Accept, and Prepare to help.
Apologise for the inconvenience that the delay has caused. Tell the customer that you would also feel the same if the same thing happened to you. Then try to negotiate a new deadline - which your mechanic has to strictly adhere to. Call the customer immediately once the garage finishes the job.


3. The spare parts you used to repair and service my car are faulty.

Apply the ASAP technique, however, remind them that your company always aims to provide car parts of satisfactory quality. Appease the client by saying ‘I will personally look in to this.’ and firmly say, ‘We shall put this right’. If the mechanic finds the complaint valid, the car parts should be repaired or replaced at no cost.


4. My car was not repaired properly.

Politely accept the complaint and begin to extract the facts by asking these probing questions:
     What aspect of the repair was not carried out properly?
     How would you like us to improve the quality of this work?
     Would you please give us the opportunity to fix the fault?

Once the management has proven that the service is substandard, get it fixed free of charge and immediately call the customer to deliver this happy news.
Efficient handling of your clients’ complaints depends on effective problem-solving techniques applied by your customer care team. Defuse the anger of the customer through a sincere apology. Train your staff to listen attentively and with great sympathy. Hone their skills in asking questions. Last but not the least; educate them on how to arrive at win-win solutions to potential car repair issues and concerns.

About DVG:
The DVG Automotive Group - http://dvg.com.au is WA’s largest family owned company owned and operated by 7 Divirgilio brothers.