fbpx

Ed Attanasio

Ed Attanasio is an automotive journalist based in San Francisco. Ed enjoys sports of all kinds and is a part time stand-up comedian.

 

He can be reached at era39@aol.com.

Tuesday, 05 April 2022 10:40

‘CAR-diologist’ D.J. Harrington Helps Collision Repair Centers Excel in Customer Service

Written by
D.J. Harrington is the president and CEO of Phone Logic, Inc., an international training company based in Atlanta, GA. D.J. Harrington is the president and CEO of Phone Logic, Inc., an international training company based in Atlanta, GA.

Index

Share This:

 

D.J. Harrington is the president and CEO of Phone Logic, Inc., an international training company based in Atlanta, GA, that has helped a wide range of automotive companies.

Harrington serves as a consultant and trainer to more than 1,000 privately-owned businesses throughout the country. He trains personnel at all levels year-round, from the operators who answer the phones to customer service reps, sales staff and all the way to the president.

 

His years as a sales trainer and motivator for a variety of companies have provided Harrington with an outstanding background he brings---along with his energy and dynamic personality---to every clinic and seminar.

 

Harrington is a recipient of the Vicom Group Video Training Award. He is a motivator, entrepreneur and keynote speaker, a member of the Georgia Speakers Association and the National Speakers Association since 1993, and a recipient of the coveted award of Certified Speaking Professional, a level achieved by fewer than 3% of all national speakers.

 

What are some of the most common mistakes people make when talking to customers over the phone?

 

Negative talking is probably No. 1. Positivity is contagious and people will pick up on it. When you improve the person's performance they improve. When you improve the performance, the total business improves.

 

I try to tell people, when you think it’s costly to train a person and have them leave, try not training that person and having them stay.

 

I think that with many people who answer the phone today, it comes down to their tone of voice. Do they say good morning when it's afternoon? If you fumble it and don't even know what time of the day it is, what kind of job are you going to do when you fix the front end of their car? It's little stuff like that.

 

What are some other things to consider when a customer calls a collision center?

 

Efficiency is also very important when it comes to phone work. Routing the customer is key. You just explained everything about the accident and now...


Previous Page Continue reading »