Maximizing CSI

Maximizing CSI
This course is designed for any management team member to review the skills necessary to continuously improve service quality, assure customer retention, and improve the likelihood of positive referrals. Participants will be provided with detailed processes and customizable forms. Participants will have numerous opportunities to practice the skills learned through role-playing. A CSI complete report and Hot Sheet are reviewed.

• Methods for the sales team to set the proper expectations
• Refinements to the vehicle check-in process
• Processes for improving communication
• Refinements to the vehicle delivery process
• Delivery scripts which flow well and end with asking for referrals
• Methods to deal with unhappy customers and recover with “flair”
• Ways to interpret the CSI feedback / score
• Exercises on how to conduct a monthly process refinement meeting based on an actual CSI report