Customer Communication (Numa-Powered)
Most CSI complaints aren't about the repair — they're about not knowing what's happening. This module teaches the Dyer communication discipline: proactive updates, clean apologies, text-for-approval / call-for-empathy, and how to run Numa like the invisible assistant it's built to be. Get this right and the customer never has to chase you.
Communication IS family treatment. Respect shows up in not making the customer call to find out what's going on. Positive attitude shows up in tone — even on a delay. Pride shows up in hitting the 4-touch update standard every time. Excellent AND easy means the customer always knows exactly where they stand, in writing, without having to ask. Numa is the tool. The discipline is yours.
What You'll Learn
By the end of this module, every advisor will be able to:
- Keep CDK / DMS statuses current so Numa can do its automated job.
- Read the Numa Smart Inbox before every customer touch so the customer never repeats themselves.
- Hit the 4-touch proactive update standard: 15 min after MPI, every 2 hours, immediate on delays, 30 min before pickup.
- Know when to text and when to call — protect approvals with a paper trail, protect relationships with a voice.
- Apologize for delays without taking unnecessary blame and without making excuses.
- Use Numa @ tags to hand off cleanly to parts, BDC, or covering advisors — no sticky notes, no lost context.
- Strike while the iron is hot at pickup — thank-you text + Google review link before the customer leaves the lot.
Module Map
Work through the lessons in order. Each takes 5–10 minutes. Knowledge check at the end requires 80% to pass.
Practice & Assessment
How Module 06 Lives the Dyer Values
- Positive attitude → Updates land warm, not bureaucratic. Even the delay text has a tone.
- Respect → Read the Smart Inbox before you speak. Customers never repeat themselves to you.
- Treat customers like family → You'd tell your mom what was going on with her car. Do that here.
- Pride → CDK statuses current. DMS notes complete. Numa thread tidy. The discipline shows.
- Win together → @ tag parts, BDC, and covering advisors — full context, no dropped balls.
- Excellent and easy → Customer always knows where they stand without ever having to ask.