You must engage with consumers in a way that creates satisfaction and faith to provide excellent MOT customer service. You want your customers to come back again and again. If MOT Testers want to have satisfied clients and build a reputation for their VTS Centre, they must provide outstanding customer service. To put it another way, if you want satisfied clients, you should respond immediately at any time. When a consumer contacts customer service, it is a watershed moment for your business. Every employee in the MOT Testing centre thrives to deliver outstanding customer service. Every caller, emailer, texter, and social media commentator is entitled to individualised service and a prompt resolution of their issue. Will you win a lifelong customer or lose one to a rival based on your response?
According to studies, if we obtain excellent customer service, we will tell two or three people about it. However, if we have a bad experience with service, we will tell ten to twelve other people about it. Because word-of-mouth and online suggestions and referrals are frequently important drivers of MOT business, all businesses should try to maintain consistently good service levels. With that in mind, here are some helpful hints for improving customer service as an MOT Tester.
To ensure that the client receives the finest possible customer service the following should be practised
• Customer-focused approach and effective engagement:
Listen to the customer and interact with them so you know what they want, and then execute what they want. Keep them up to date on the progress and take steps to meet their needs and expectations. Communication is a vital tool, actively listen to the customers and allow them to finish their sentence before interrupting, even if you have something valuable or pertinent to add.
• Informing customers:
Keeping customers informed reminds them that you are available. You may use graphical representation or illustrations of MOT related information to produce posters to give more information about the MOT process. In most cases, customers may leave their vehicles at the VTS centre and wait for a response. Do not expect every customer might know the mechanical or MOT related vocabulary. It is your responsibility to communicate effectively and let the customer be informed about the MOT inspection progress.
• Resolving Conflicts:
As an MOT Tester won't be able to please all of your customers all of the time. It is critical to properly handle all concerns, address them, and reach a mutually agreeable solution. If done correctly, you may even end up with a stronger relationship with the consumer. It's also possible that the vehicle fails its MOT or that anything else happens that the client didn't expect. A client may desire to make a complaint, and it is critical to handle the issue professionally and with the consumer in mind.
Customer complaints are frequently an indication of a mismatch between what consumers anticipated and what you provided. A customer's excessive expectations or erroneous assumptions can sometimes lead to a disconnect. In other instances, it's due to a flaw in MOT Center operations.
Use this five-step procedure for resolving customer complaints to figure out why you received a complaint from a customer and how to resolve the issue to keep that customer loyalty
• Prepare yourself:
Maintain your composure and adopt a customer-service attitude. Set aside any sentiments that the criticism is unjust, that the issue isn't your fault, or that the client is making an error. The most crucial thing to remember is that the consumer is angry, and you must resolve the issue.
• Determine the sort of client you're dealing with:
Look at the customer, put distracting ideas aside, if necessary, relocate to a distraction-free location, don't mentally prepare your argument, and pay attention to the customer's body language.
• Quickly respond to the customer:
When it comes to disgruntled consumers, a quick reaction becomes a requirement rather than a nice-to-have. It is essential to settle complaints as quickly as feasible. Customers who leave a feature request don't mind if you wait a day to answer, while customers who are pulling their hair out demand a response right away. Make it a priority to react to them.
• Offer a fix and confirm that the issue has been resolved:
It's critical to check that the solution you suggested truly fixed the problem once you've discovered the underlying cause of the customer's complaint, found a solution.
• Make a note of the complaint so you can keep track of patterns:
If you've only had one complaint from a single client about a single issue in the previous ten years, it's possible that the problem isn't worth addressing. However, if you receive several messages from consumers who all have the same issue, you're starting to build a pattern.