Call of Duty
If you transfer a customer without giving them a name or context, you've just done this chilly, confusing handoff.
What is a cold transfer?
The customer is always shocked when they hear this part of the process.
What is the deductible isn’t waived?
This is the best time to mention the upcoming CSI or survey to the customer.
What is at vehicle delivery?
In customer service, this is the first thing a customer usually judges — before you even speak.
What is your greeting or body language (if in person)?
This part of your voice has to match your words — or customers will feel like you’re faking it.
What is your tone?
This phrase is way more professional(and effective) than just saying "Hold on a sec."
What is "May I place you on a brief hold while i check on that for you?"
The customer is always more forgiving when this part of the process goes well — even if delays happen.
What is communication / being kept in the loop?
This is often the #1 complaint on post-repair surveys — even when the repair itself was flawless.
What is lack of communication or updates?
The ideal opening line in a customer call includes these three key parts.
What is a greeting, your name, and an offer to help?
This two-word phrase should always be said before ending any customer interaction — no matter how short.
What is thank you?
Before you answer a customer call, you should do this to mentally reset — even if you just handled a tough one.
What is take a deep breath and smile?
The customer is always looking for this emotion when they drop off a damaged car.
What is reassurance or empathy?
Surveys are more likely to be completed if this happens during the repair process.
What is consistent updates and customer engagement?
This subtle but powerful action, even when you're on the phone, can change the entire energy of the interaction.
What is smiling?
This small, final detail can turn a good delivery into a great one — and it's often skipped.
What is walking the customer out to their vehicle?
This is what customers want more than refunds or discounts when something goes wrong.
What is to feel heard and understood?
The customer is always confident that this will “only take a day or two.”
What is replacing an entire front end?
This is the best way to recover after a customer leaves a bad survey — and the one most shops forget to do.
What is follow up, apologize, and turn the feedback into a win?
This one negative phrase in your first sentence can immediately shift the customer into defensive mode.
What is “I can’t”?
A customer is most likely to leave a positive review or CSI score if you do this right after vehicle delivery.
What is ask for feedback or mention the survey politely?
When you're ending a call, this closing question can prevent a follow-up call and improve first contact resolution.
What is “Is there anything else I can help you with today — even something small?”
The customer is always going to talk about you — the only question is whether it’s here or here.
What is Google Reviews or a CSI survey?
This part of the process makes or breaks a survey — even though it comes after the repair is done.
What is vehicle delivery and final walkthrough?
According to studies, customers form a first impression in this many seconds — or less.
What is 7 seconds?
This is what customers are most likely to tell friends and family about — even more than price or quality.
What is how they felt at the end of the experience?