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The Key to High CSI Scores with Jaime Maicas
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In this episode of ASOTU Con Sessions by Effectv, Dan Shine interviews Jaime Maicas from Casa Auto Group, discussing innovative strategies in fixed operations that boost customer satisfaction. Jaime shares insights on how the implementation of video communication and mobile service units have transformed customer interactions across their multiple locations. They also delve into the challenges faced in the service department and strategies to overcome them, including training methods and initiatives to attract young talent into the automotive industry.
Jaime explains the importance of video updates in service processes, the success of mobile service units, and the critical role of service advisors. He highlights the benefits of internal promotions and ongoing training to maintain high CSI scores. This episode provides a deep dive into operational excellence and customer-centric practices that can inspire other automotive businesses to enhance their service departments.
0:00 Intro
0:24 Focus on customer satisfaction in fixed ops
0:40 Implementing video updates for customers
1:33 Customer feedback on service videos
2:23 Role of drive managers and training advisors
2:53 Introduction of mobile service units
3:36 Customer reluctance towards mobile service
4:20 Challenges with warranty counts and CP increases
5:04 Strategies to attract and train young technicians
5:53 Homegrown talent and technical training programs
6:11 Jaime's career journey in the automotive industry
7:15 Managing fixed operations across multiple locations
8:07 Rewards of working in fixed operations
Thanks to Effectv for making this episode of ASOTU CON Sessions possible! Learn more about Effect here: https://www.effectv.com/
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