<iframe src="//www.googletagmanager.com/ns.html?id=GTM-WCSGQX" height="0" width="0" style="display:none;visibility:hidden">

Zenith Dealer Solutions Blog

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

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

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

Attributes of Employees Who Delight Callers

At the core of every employee interaction over the phone is the caller’s desire for a great experience. Those experiences are driven by the actions, behaviors, and skill sets of employees on the other side of the phone. Your front-line has the greatest impact on overall caller satisfaction so ensure that you are putting the right employees in the right roles. Anyone who is making and taking phone calls at your dealership should be prepared to handle those calls in a manner that results in a great experience for the caller.

Topics: Customer Satisfaction Marine Training Employee Development Caller Experience Customer Experience Phone Calls