FEATURE BY ANTHONY GIAGNACOVO BOOST CUSTOMER SATISFACTION 5 Tips to Boost Customer Satisfaction in the Service Department A s we emerge from the effects of the pandemic and inventory supply crunch, it's a good time to assess some downstream impacts of the last several years on auto dealerships. POST-PANDEMIC DOWNSTREAM VALUE People are holding onto their cars longer, and older cars need more service. As a consequence, service departments are busier than ever. CallRevu data shows that there has been a 15 percent month-over-month activity increase at the service level in the last year. While keeping bays full and generating ROs are positive consequences, the real value from service customers lies in long-term customer-pay potential and the increased likelihood that loyal customers will become sales prospects. As the inventory supply crunch resolves, think about the pent-up de24 mand for new vehicles among service customers with vehicles over five years old. To maximize every possible sales opportunity, dealers need to ensure that these customers experience a high level of satisfaction in the service department. Unhappy service customers are unlikely to purchase a vehicle from your dealership. The first interaction is when a customer calls to make a service appointment or ask questions about your service. THE SATISFACTORY CUSTOMER SERVICE EXPERIENCE Most dealerships have no problem delivering a satisfactory experience once customers drive into the service lane. However, that moment is only one customer interaction with your service department. The first interaction is when a customer calls to make a service appointment or ask questions about your service. After a customer drops their vehicle off for service, other interactions occur when they call back to find out the status. So, a substantial piece of