X

Lucas Deal

Four steps to customer conflict resolution

Step 1: Listen You can’t do anything to address a customer complaint until you know exactly why they’re mad, says Chas Voyles, regional manager of fleet services at Navistar, and chairman of the ...

Record keeping key to surviving customer complaints

Few scenarios are more stressful to a service department than a customer complaint.They appear out of nowhere and can turn your entire operation upside down. Recording your actions during a critical event (like ...

GALLERY: Bendix showcases remanufacturing investment

Bendix has jumped on the green wave. Earlier this year the company invested more than $3.2 million into its remanufacturing operations in Huntington, Ind., and as the calendar year comes to a close, ...

Step 4: Review

Don’t close the book on a conflict when a customer leaves. Calhoun believes the most important step in managing conflicts in your business is what you do immediately afterward. Taking time to evaluate ...

Step 3: Execute

When you have a solution on paper it’s time to follow through. Do exactly what you said you were going to do, Williams says. “If you tell a customer you’ll call back tomorrow ...

Step 2: Compromise

Once you know exactly what’s wrong you can start looking for a solution. Voyles says once a customer has finished airing their grievances it’s a good idea to briefly reiterate their feelings back ...

Empower your employees to aid in customer conflicts

You may know everything you need to do during a conflict, but it’s likely you personally aren’t the point of contact for every customer compliant. That’s OK. Trying to manage every customer complaint and ...

The value of a pro

The Retread Tire Association (RTA) has published a blog promoting the importance of professional service providers during tire repairs. Written by RTA Managing Director Harvey Brodsky, the post addresses the most common and ...

FedEx Freight tech repeats as SuperTech champ

An emotional Mark McLean held off a challenge from FedEx Freight co-workers Eric Vos and Charles Kerr to become the third repeat winner in SuperTech history on Wednesday at the Technology & ...

Registration open for ATD events

Registration is now open for the 2015 NADA-ATD Convention & Expo. Next year’s event will be held Jan. 22-25, 2015 at the Moscone Center in San Francisco. The ATD Convention and Expo offers dealers ...

Volvo’s Nyberg touts game-changing technology at TMC

Goran Nyberg is looking for game changers. Speaking at the Technology & Maintenance Council (TMC) Fall Meeting Tuesday in Orlando, Volvo’s North American president of sales and marketing says the future of the ...

More NGVi courses on the way

The Natural Gas Vehicle Institute (NGVi) has released the dates and locations more training courses for this fall. NGVi says it will hold its NGV Technician and Fleet Operations Safety Training and CNG ...

UTA to hold more sales training courses

The Used Truck Association will hold its final “Selling for Success” two-day training seminars of 2014 next month in Phoenix. Set for Oct. 6-7 in Phoenix, the course will be held at the ...

Peloton debuts truck platooning technology

Peloton, Denso and Meritor WABCO showcased the latest innovation in truck fuel efficiency and safety technology, multi-truck platooning, during a press event Tuesday at the World Congress for Intelligent Transportation Systems in ...
Page 1 of 3212345102030...Last »

Poll

How would you categorize the state of your business 10 months into 2014?

Latest

GALLERY: CIT Group pumpkin contest supports cancer research

CAT debuts new vocational truck

Paccar posts strong profit and sales boost

Popular

CAT debuts new vocational truck

GALLERY: CIT Group pumpkin contest supports cancer research

Summit Holdings announces ‘Summit Certified’ used truck program

Successful Dealer Award

Click here to read about the award and see the nominees for this year's award.