Wednesday, 24 February 2016 17:43

ASA-CT Workshop with Mike Cassata

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ASA-CT members came out in droves to learn about building an outstanding customer service culture in their shops.

On the evening of Thursday, February 18, the ASA-CT held a dinner workshop for members at the Hilton Garden Inn in Milford, CT.

Lisa Siembab, Executive Director of ASA-CT, saID it was "standing room only - great attendance!"

The workshop, "Building a Culture of Outstanding Customer Service," was taught by Hammer Insights' Mike Cassata who recently retired from Amica Insurance after 16 years of being responsible for all automotive physical damage activity in the West, Midwest and Southern regions. Cassata explains, "Customer service is the act of taking care of your customer's needs by providing and delivering professional, helpful high-quality advice and assistance before, during and after the repair process. The first order of business is to get your head around the fact that nothing happens without the customer. Once you do that, you're on your way!"

Workshop topics included the evolution of your relationship with each customer, how CSI drives every other KPI in the collision repair industry and Net Promoter Scores and how they apply to your business. Cassata also explained how to discover the soft skills of customer service and how to turn a negative situation into a positive. Lastly, attendees learned how to identify internal customers and why they are important. 

In other news, ASA-CT announced that Siembab has been asked to serve on the newly formed Career Technology Advisory Committee for the CT Technical High School system. 

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