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Zenith Dealer Solutions Blog

Holly Markel

Recent Posts by Holly Markel:

Responding to Caller Concerns With Empathy - The Empathy Series (Part 2)

In our the first installment of our “Empathy Series” we recapped an actual caller scenario: “I’m interested in the 2019 Nitro Z19 and Frank was supposed to call me back yesterday, but I still haven’t heard from him.”

Topics: Scripts Caller Experience Phone Calls PhonePerformance Empathy

Why Your Marine Dealership Needs Empathy - The Empathy Series (Part 1)

Empathy is the ability to understand the point of view and feelings of another — to walk the proverbial mile in someone else’s shoes. Empathy is one of those attributes that gets a lot of “buzz” but remains an abstract concept when translating to the business world. Consider how many interactions you’ve personally experienced as a customer where you felt like the employee really connected with you, are those experiences the exception or the rule? Alternatively, think about how great you feel when you do have an interaction where an employee takes the time to really understand and connect with you. Empathy is a critical skill for satisfying the needs of customers and remains one of the most difficult to master and apply in real world scenarios.

Topics: Customer Satisfaction Customer Experience Phone Calls PhonePerformance Empathy

Phone Calls: To Script Or Not To Script?

Your marine dealership is comprised of employees with different strengths, knowledge base, and skill levels. The dynamics of varying ability and experience is one reason why some dealers employ scripts within their phone handling processes.

Topics: Scripts Phone Metrics Marine Training Employee Development Caller Experience Phone Calls

The Power of Voice

Have you ever heard the saying, ''It's not what you say; it's how you say it?'' It basically means that regardless of the words you choose, the way you deliver them is far more important.

Topics: listen Marine Training Caller Experience Phone Calls PhonePerformance

5 MUST HAVE Characteristics to Master Phone Calls

Learning how to capture and keep a caller's attention without physically being in their presence is an essential skill for anyone making and taking phone calls. It’s also a skill that demands constant practice and improvement for employees. Here are five characteristics that when demonstrated consistently, will help you build a better caller experience:

Topics: Employee Development Customer Experience PhonePerformance

Microlearning: A Training Disrupter or a Training Strategy?

Employee training initiatives alone won’t improve job performance.

Topics: retention phone training Marine Training Employee Development PhonePerformance

Caller Experience Report: Summer Edition Release

Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. 80% of companies believe they deliver “super experiences,” unfortunately there’s a perception gap in those numbers, because only 8% of customers agree.

Topics: Tips and Tools Call Reports phone training Dealership Performance Caller Experience Customer Experience

For Service...Press 1. For Sales...Press 2

A marine dealership’s IVR (Interactive Voice Response) is typically the first point of contact to route callers to a representative who can help them. An IVR is essentially the welcome mat for callers and should function as a concierge to the customer experience. Unfortunately, the IVR routing process isn't always ideal and we hear a fair number of IVRs that function more as a “No one's home” mat, than a welcome mat.

We hear common fail points such as, callers faced with eight-option phone trees, full voicemail boxes, long hold times and no one  to help. This contrast in experience makes humanoids pale in comparison to the advanced technology available in our everyday lives and sinks our wired customer’s expectations in the process.

Consider the last time you audited your store's IVR. Is calling your dealership a hassle to callers? Does your IVR make customers jump through hoops? If so, your store is likely to have a high volume of calls being abandoned by callers moving on to a competitor in search of a better first impression and experience.

Twilio’s recent Customer Communications Report found that after a poor communication experience, 38% of customers will switch to a competitor or cancel services, 66% will tell a friend about their experience, and 41% will stop doing business with the company altogether.

Legacy IVR systems make it difficult to meet the demands of evolving customer expectations. This is happening for several reasons: 

Topics: Caller Experience interactive voice response ivr phone trees

The Missing Ingredient to Transform Customer Experiences: EMOTION!

When it comes to customer loyalty, it’s all about emotion. In just one short year, Gartner predicts that the average person will have more conversations with bots than their spouse. While chatbots aren’t necessarily “taking over” our business and personal lives, the digital experience has become addictive. Technology has enabled us to automate shopping, use virtual personal assistants to get more accomplished, and turn “voice first” interactions into common experiences. With so many advancements at our fingertips, when your callers interact with a human, they expect it to be a quality interaction.

Topics: Caller Experience

Create an "OPT-IN" Culture in Your Marine Dealership

Finding great people is one of the biggest challenges for marine dealerships. In today’s fast-paced business environment, most of us spend the majority of our waking weekday hours at work, so recruiting great talent isn’t just good for business, it’s essential to fueling a positive workplace culture.

Topics: Caller Experience EmployeeExperience Culture Hiring Interviewing PhonePerformance