26 May 2020
dealers and customers talk about both customer service and customer experience.
These are two confusing concepts for many.
What is Customer Service?
service is the process of assisting customers before, during, and after buying
a vehicle and servicing it. If you own a car dealership and a customer wants to
book an appointment for a periodic vehicle service and reaches out to you, then
assisting the customer to book one is customer service.
customer service leads to customer satisfaction and long-term customer
relationships, driving customer loyalty and improved sales.
What is Customer Experience?
experience is the way customers perceive their quality of interaction with your
dealership. The interaction and experience are not restricted to any single
medium but the overall experience across various platforms and cycles.
try to provide the best customer experience throughout your customer’s journey
with the dealership. Many dealers do make the mistake of focusing only on a particular
stage, forgetting the others. For instance, if your customer has a wonderful
experience during the vehicle buying cycle, but not while servicing the vehicle,
then it leads to a less than desirable overall customer experience.
What are the differences
between customer service and customer experience?
- Customer service is one aspect
of a customer journey whereas, the customer experience is the overall
experience of the customer with the dealership.
- Customer service is instant
or reactive whereas, customer experience is responsive or proactive. Being
reactive fixes the problem for the time being, but it may or may not fix the
problem in the future. Whereas, being proactive can permanently fix the problem
since the concerns and solutions are previously thought of and analyzed and
there is no room for error.
- There are specific teams
assigned to deliver good customer service, whereas specific teams alone cannot
assure a good customer experience. Only a customer-centric dealership culture
can assure it.
- Customer service can be
provided for specific issues raised by customers. On the other hand, customer
experience needs to be shaped from the lessons learnt from previous customer issues.
- Providing good customer
service is relatively easy but delivering good customer experiences is
challenging and requires a lot of research, processes and dedicated employees.
more insights into customer service, customer experience, and its differences, Contact