PARS Paintless Dent Removal Blog

CUSTOMER SERVICE: Steps for effectively resolving customer complaints

It’s a fact of business: No matter how well you do your job, now and again a customer is going to be unhappy. Here are some tips for effective complaint resolution: Skip the excuses. It’s easy to fall into a… Read More

CUSTOMER SERVICE: Eight things customers want

1. They want to interact with someone who smiles. 2. They want to work with someone who looks professional and is well groomed. 3. They want immediate attention. 4. They want you to make eye contact with them. 5. They… Read More

CUSTOMER SERVICE: Vehicle-owners like follow-up

Chip Lackey of J.D. Power and Associates says too few consumers are receiving some sort of follow-up after their insurance claim and vehicle repair. Based on J.D. Power’s 2011 survey of nearly 12,000 Americans who had placed an auto insurance… Read More

CUSTOMER SERVICE: 12 principles for solving customer complaints

Apologize. Let them know that you’re sorry they’re unhappy. Remain positive. Don’t argue with them or sound defensive. Empathize with them. Let them know you understand how they feel. Listen. Don’t interrupt. Give them a chance to tell you everything.… Read More

CUSTOMER SERVICE: More customer updating, follow-up needed

Chip Lackey, a senior director within J.D. Power and Associates’ insurance practice, says too few consumers are getting proactive updates while their vehicles are being repaired, or follow-up after the claim. Based on J.D. Powers 2011 survey of nearly 12,000… Read More

CUSTOMER SERVICE: Lack of rental coverage hurts customer retention

Would insurers be better off including full coverage for a comparable rental vehicle for the duration of a repair as a standard part of auto insurance policies? Some analyzing the findings of J.D. Power and Associates’ customer satisfaction surveys think… Read More

CUSTOMER SERVICE: Allstate hopes to improve cycle time, customer satisfaction

Allstate has notified its direct repair shops in recent weeks that participation in the program now requires three specific mandates designed to improve cycle time and give Allstate customers “priority service.” “Good Hands” shops now must: • upload an estimate… Read More

SHOP IDEA: Involving customers in the estimating process

Jason and Allison Bass of South County Collision Center in Morgan Hill, Calif., say a unique estimating arrangement helps them sell the job. “We have a large monitor on the wall right behind where Allison sits to write the estimate,… Read More

CUSTOMER SERVICE: Be quick, keep them informed

J.D. Power and Associates data – based on surveys of more than 11,500 insured drivers who had a claim within the previous year – once again shows how important to customer satisfaction it is to get repairs done quickly and… Read More

CUSTOMER SERVICE: Survey suggests ways to improve customer satisfaction

Jeremy Bowler, senior director of J.D. Power and Associates’ insurance practice, said his company’s latest survey of more than 11,500 people who’d had an auto claim in the previous 12 months indicates a number of things auto insurers could do… Read More