Meet Your Support Agent: Teia Murray

Meet Your Support Agent: Teia Murray

The “Meet Your Support Agent” feature provides an inside look at the SocialCRM service from the support agent’s perspective. In an interview format, they share expertise, insights and best practices to help auto repair shops use digital marketing strategies to gain competitive advantage in their market. And now, we’re pleased to introduce Teia Murray.

Teia Murray

Marcus: How long have you been a SocialCRM support agent?

Teia:  I’ve been a support agent for about four years.

Marcus: What do you like most about your support interaction with our shops? Why?

Teia: I like it when customers call me because they want to know how to market their business effectively on Facebook or they want to know how to use the SocialCRM program to its fullest. I especially like helping customers get the most from their SureCritic consumer reviews.

Marcus: When a customer calls and asks you how they should respond to a review, what’s your response, for both negative and positive reviews?

Teia: If it’s a negative review, I first guide them through the steps to access the review on the SureCritic site. We read the review together and I ask the shop owner if he or she has already discussed the review with the consumer.  It’s very important for shop owners to address and correct the source of the negative review to the customer’s satisfaction prior to responding publicly on the SureCritic website. If the shop owner has resolved the customer’s concern, I show them how to respond to the review on the SureCritic site and then walk them through the ReScore process. This process gives the consumer an opportunity to write an updated review and note their satisfaction based on the shop’s follow up.

If it’s a positive review, I educate the owner on the importance of responding to all positive reviews with a simple “thank you for your feedback” or something along those lines. Doing this will let the consumer know that you appreciate the time they took to write the review and hopefully encourages them to do the same after their next visit. Simple things like that go a long way with consumers.

Marcus: How should a shop view a negative review?

Teia: Let’s be honest, no one likes negative feedback. So, it’s no surprise that shop owners feel that same way about negative reviews. But, if you sit back and really think about it, negative reviews are a way to reach out to the customer to correct a problem. In many cases, without these reviews a shop owner would have no idea that he has an unhappy customer. In that sense, negative reviews should be viewed in a positive light and be considered as opportunities. These types of reviews can also help a shop refine their customer service efforts and practices to create more satisfied customers. And higher customer satisfaction results in more repeat and referral business for the shop. That’s a win-win for everyone.


About the Author

Marcus Mackell

Marcus Mackell is the Director of Mitchell 1's SocialCRM shop marketing product line. He joined the company in 2003 and has been in the automotive social media & retention business for over 17 years.