The Road to Retention– Finance workshop is designed to teach participants that the Indexes from the manufacturer’s surveys are a mirror of their performance from the customer’s perspective. Not just a simple scorecard of customer opinions.

The goal of this workshop is for participants to understand how they affect the customer experience and how they will learn to deliver an exceptional experience to improve service & customer retention for the dealership.

Key Focus:

Understanding customer expectations vs. “chasing a score”
The ability to connect the Finance process with the customer expectations
The ability to identify root causes of perceived poor performance or missed expectations
What is required to provide “World Class” service
The Finance Manager’s role in Customer Retention
Identify trends and patterns for prompt resolution