Best Practices: Customer Service

To provide optimal customer service, it’s important to strive for speed at the counter. This requires some thinking ahead when it comes to filling in customer and unit information, as well as quick searches and data entry for a seamless open and close.

Improving customer service

Use the mobile app. With the TSD DEALER iOS mobile app, open and close agreements right from your mobile device. The mobile app makes your operations quicker and easier for the customer. You can scan driver's licenses to fill in customer information at open, scan license plates or unit numbers to pull up agreements at close, and capture a digital signature and print receipts (if you have a wireless Zebra printer).

Go Contactless for customer convenience. Customers are used to a swift and touchless experience. Even a post-pandemic world, customers will require this same self-service. Have your customers speed up their appointment experience by remotely accessing their appointments and updating information in advance of their checkout time or delivery. See "Expedited Appointments" for more information.

Then, provide a completely contactless agreement process using the application's remote signing capability and collect a signature through text or email. See "Contactless Agreements: Remote Signatures" for more information.

Search filters and history. On individual search hubs, use the search filter icon ( ) to bring up a list of filters by which to narrow a long list of results.

Start with the customer's record. Book appointments and open agreements from customer searches, so you don't have to fill in information from scratch.

Software shortcuts for faster data entry. Press Tab on your keyboard to skip through fields on any screen, so you can avoid clicking around. When it comes to date fields, here's a tip: press T for today's date, and use your arrows for the next and previous days.

Prepare for customer requests when it comes to units. You may want to fill in the optional Exterior Color field on your unit records, as customers may request a specifically-colored vehicle at the counter. When selecting a unit from your fleet to assign to an agreement, the grid of available units includes sortable Exterior Color. Additionally, if you want to only assign units with a full tank, the grid also includes a Fuel Level column. (Make sure to keep fleet fuel levels up-to-date!)

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