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Update Your Service & Parts 
Communication for a Changing 

Paula Crosbie & Dixie Morrow, PCLM Business Solutions

Service & Parts Pathway: 

Date & Time: Thursday, December 7, 8:30am - 10am

 *This session will be recorded and available on Dealer Week Online* 

Learning Objectives: 

  • Discover the communication preferences of today’s service & parts customers

  • Learn how to choose the proper communication medium for each situation

  • Identify 5 key communication tools for improving customer experience, internal and external

  • Gain service & parts customer relationship management best practices regardless of your technology

  • Pick up tactics consistently executed by leading communicators, including what NOT to do


Every day, you and your team face wave after wave of demands in the Service and Parts Departments! And how you handle them is critical. If customers have a bad experience, you may lose them, which impacts not just your department, but the profitability of the entire dealership. So, what’s the secret to successfully navigating them?

It’s communication! But not just any communication. Efficient and effective communication, the kind that today’s customer seeks. Just like your shop repairs – you need the right tool and the right part for each customer and situation for a successful outcome! And you need proper internal communication processes to ensure your team takes advantage of each customer touchpoint to develop relationships that lead to loyalty.

Join experienced dealership consultants Paula Crosbie and Dixie Morrow for a session where you’ll learn how today’s customer expectations are changing. You’ll discover how to use the technology at your fingertips to update and improve texting, phone, email and chat communication – and take your customer relationship management to the next level. You’ll gain tools and insight to improve customer satisfaction and loyalty in the year ahead, while boosting your team’s efficiency and lowering their stress.

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