Unfortunately bad news is an inherent element of the auto repair experience for most customers. Cars break and at some point in their time as vehicle owners, customers will find themselves on the receiving end of a less exciting update or two. But how exactly do you break bad news without overwhelming your customers or tanking the customer experience? In this episode of Ratchet + Wrench Radio, Jeff Toister, customer service expert and coach and author of “The Service Culture Handbook,” explains how to be the bearer of bad news without sacrificing customer relationships. Toister also offers a few customer service tips shop owners may be overlooking, including the elements that can help create a more pleasant wait-time experience.
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