FSI: Enhancing the Customer’s Experience

By the end of this class, your associates will walk away with knowledge and understanding of the following:

Raising profit performance by enhancing the customer’s experience is the basis for FSI: Enhancing the Customer’s Experience.  The Financial Services Manager (FSM) will learn how relationship between the customer experiences, the survey, and the finance process drives profitability and loyalty to the dealership.

Primary areas of focus…

• The integral part finance plays in the overall customer experience
• How the sales department relationship with finance is critical to the overall experience
• What your customers expect and want from the overall process
• The drivers of good and bad experiences
• How to seamlessly tie customer expectations and the finance process together to impact positive survey scores
• Be able to use Signaling Success as a tool to determine opportunities, find root causes and build an action plan to improve customer experience, loyalty and profit
• Self assessment targeted at the customer survey, finance process and their individual skills
• How to elevate their communication skills and the overall process to give your dealership a distinct competitive advantage over the competition