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The Internet: Another Tool In Your Customer Satisfaction Toolbox


9/14/2010

It was with great interest that I read Mark Phillips’s column (August 2010, “Coming To A Store Near You?”) about having Internet access at parts stores.
 
It was with great interest that I read Mark Phillips’s column (August 2010, “Coming To A Store Near You?”) about having Internet access at parts stores.

I spent 10 years doing technical service calls for my company and always was frustrated at repair shops that did not have Internet access. They just shut themselves off to the best and fastest way to get information they needed to make money. Now I am working as a training professional and find the same frustration with parts stores. We have a full-time staff of four technical trainers. We simply cannot be everywhere at once, but on the Web we can! We can perform Web training for counterpeople at a moment’s notice. They can watch training videos from our company from our website and on YouTube.com.

I can email product specifications and information for immediate receipt, even while your customer waits. For store owners it’s simple: Knowledge and information keeps your customers happy and coming back. The
Internet is just another tool in your customer satisfaction toolbox.

Jay M. Buckley
Technical Training Manager
Honeywell Consumer Products
FRAM, Prestone, Autolite














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