Happy, satisfied customers are extremely important to your shop and keep insurers sending clients your way. But what are the key factors to keeping customers happy? What do they really want? What are the little things that can make a big difference? Industry expert Dennis Kiyohara, co-founder of AutocheX, the leading provider of customer satisfaction measurement data to the collision repair and insurance industries, will give his expertise and insights on how to make your customer smile.

• Learn the key drivers for keeping CSI (customer satisfaction indexing) ratings high.
• Learn the top five turnoffs for customers and how to avoid these pitfalls.
• Learn how to train your employees to be more customer-friendly and why it makes a difference.
• Learn how CSI can help you find unhappy customers, differentiate your staff, market your business, and manage your DRP relationship.

Approval Date:10/04

Dennis Kiyohara 7 credits; 3.5-hour course Specialty: