Delivering the Best Automotive Customer Service

In 2008, retired businessman Robert Harverson from Surrey paid almost £250,000 for the personalised licence plate ‘1 RH’.


This shocking figure really demonstrates how lucrative and popular the automotive industry is, and with the new 2016 number plates due for release on March 1st, our attention is drawn to the ever expanding automotive industry once again.

From car manufacturers to breakdown cover companies, every business within the automotive industry is united to try to deliver one thing, exceptional customer service.

So how can you make sure your business is delivering exceptional customer service?

Train your staff

Outstanding customer service is not possible unless every member of your team is on board and well trained. You can hold specific customer service training sessions to outline what is expected from your staff and to provide them with the skills and tools they need to achieve the highest standards of customer service.  Why not also reward staff for their achievements in an effort to encourage exceptional customer service.

Clear communication

Customers within the automotive industry can be very reliant on the business they are dealing with to explain the product/service they are purchasing in a manner they will understand. Communicating every aspect of the product/service and answering questions in a clear and concise manner is of high importance to leave the customer feeling beyond satisfied with what they are purchasing.

Build a genuine relationship

There is nothing worse than experiencing an impersonal service, especially when dealing with products and services which may be high priced and of extreme value and importance to the customer. Think about offering loyalty solutions to enhance the customer rapport, the chances are you will deal with the customer more than once, so try to nurture that relationship. Most importantly, remember their name and give them an insight into yourself as a person. People react much better to people than they do to salesmen!

Stay true to your word

Gaining the customers trust can be a difficult task in the automotive industry, so it’s important to be completely transparent with the customer and stay true to your word. If you quote a certain price, stick to it and make sure the customer is well aware of any additional costs before they proceed with payment. There is nothing more damaging to a customer’s trust than discovering hidden costs at the last minute!

Offer an incentive

Everyone loves a good deal and products with extra value. Offering an incentive, such as an e-gift card, gives the customer that sense of value and appreciation they are seeking. It shows them that your business is willing to go above and beyond to satisfy them and offers a physical incentive to choose your company.

How do we know what works?

At M&S for business, we have a vast amount of experience in assisting businesses within the automotive industry to improve their customer service and achieve their goals. We have seen first-hand the success Honda had when promoting the Civic 1.6 and encouraging reviews by offering an M&S branded incentive.

We also helped RAC to increase their conversions and retention levels on premium breakdown policies which saw a 3000% uplift in sales when offering M&S incentives.

Our experiences and success within the automotive industry has shown the value of offering the customer an extra incentive in order to provide the best possible customer service. If your business wants to look at ways in which customer service can be improved, please feel free to contact us at any time.