Federated program helps improve customer service to a ‘new generation’

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Federated has developed a training program entitled “Connecting with the New Generation of Auto Repair Customers.” This instructor-led program is designed to assist Federated Car Care Centers and other professional service provider customers in improving customer service by applying new and proven techniques.

“It is very important that service providers understand the impact of social media, services that ‘wow’ customers and the needs of key customer groups like women and the Y generation,” says Mike Allen, vice president for Federated Auto Parts.

“Because the time service providers can spend with their customers is limited, our new training program shows them how to maximize that time, understand different customer demographics, and communicate appropriately with each one to ensure a high level of customer satisfaction and retention.

The “Connecting with the New Generation of Auto Repair Customers” program helps Federated service providers encourage their customers to become strong word-of-mouth promoters of their business. It also helps shops improve their current customer connection and retention levels and provides techniques to help acquire new patrons and increase both vehicle count and average repair order.

“The new generation of motorists have different expectations of customer service so repair facilities need to take advantage of alternate ways to communicate such as texting, email blasts, Yelp and Facebook. Our new program equips service providers to better understand what it takes to stay ahead in today’s ever-evolving marketplace,” says Allen.

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