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Zenith Dealer Solutions Blog

CallerCX R5 Strategy

Boat dealerships deploying the R5 strategy to ensure a great caller experience understand that you have to operate in an omni channel environment. We work in an always-on world where there is no “call or text us” offering. We all call and text and any limits we try to place on these options erodes the customer’s experience. The R5 strategy works not because of today’s great communication technologies but because of dealers’ commitments to transferring knowledge from your business to your customers in the most enjoyable and efficient manner possible.  Your commitment to your customer communications drives your success.

Topics: Phone Metrics listen Caller Experience Phone Calls PhonePerformance phone trees

Boat Sales Department Scheduling for the Phone

How to Schedule Shift-Based Sales Associates to Create a Wonderful Callers' Experience & Improve Worker Satisfaction

Topics: Scripts Caller Experience Phone Calls PhonePerformance Empathy

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

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

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