{"id":12522,"date":"2025-11-12T17:54:22","date_gmt":"2025-11-12T17:54:22","guid":{"rendered":"https:\/\/carwars.com\/main\/?post_type=resources&#038;p=12522"},"modified":"2026-03-30T16:15:03","modified_gmt":"2026-03-30T16:15:03","slug":"service-customer-journey-2025","status":"publish","type":"resources","link":"https:\/\/carwars.com\/main\/resources\/service-customer-journey-2025\/","title":{"rendered":"Understanding Your Customers&#8217; POV: 3 Ways Call Connection Shapes Your Service Department\u2019s CSI Score"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12522\" class=\"elementor elementor-12522\" data-elementor-post-type=\"resources\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5dfca1c e-con-full e-flex e-con e-child\" data-id=\"5dfca1c\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;full&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-83e2858 elementor-widget elementor-widget-image\" data-id=\"83e2858\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"647\" src=\"https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/11\/3-Ways-Call-Connection-Shapes-Your-Service-Departments-CSI-Score-eBook_Mockup-e1763053975108-1024x828.png\" class=\"attachment-large size-large wp-image-12685\" alt=\"\" srcset=\"https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/11\/3-Ways-Call-Connection-Shapes-Your-Service-Departments-CSI-Score-eBook_Mockup-e1763053975108-1024x828.png 1024w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/11\/3-Ways-Call-Connection-Shapes-Your-Service-Departments-CSI-Score-eBook_Mockup-e1763053975108-300x243.png 300w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/11\/3-Ways-Call-Connection-Shapes-Your-Service-Departments-CSI-Score-eBook_Mockup-e1763053975108-768x621.png 768w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/11\/3-Ways-Call-Connection-Shapes-Your-Service-Departments-CSI-Score-eBook_Mockup-e1763053975108-1536x1243.png 1536w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/11\/3-Ways-Call-Connection-Shapes-Your-Service-Departments-CSI-Score-eBook_Mockup-e1763053975108.png 1879w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-317bd9d elementor-widget elementor-widget-text-editor\" data-id=\"317bd9d\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Download the <span class=\"highlight\">free research study<\/span>!<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a7a31b0 e-flex e-con-boxed e-con e-parent\" data-id=\"a7a31b0\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;content_width&quot;:&quot;boxed&quot;}\" data-core-v316-plus=\"true\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-10f822a elementor-widget elementor-widget-text-editor\" data-id=\"10f822a\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p><b><span data-contrast=\"auto\">See Your Service Department Through Your Customers\u2019 Eyes<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Every call to your Service Department tells a story. Sometimes it\u2019s quick and easy. Other times, its frustration, long hold times, or missed opportunities.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This research study puts you in the customer\u2019s seat. Follow three real customer journeys drawn from Car Wars data and see exactly how delays and missed connections impact CSI, loyalty and your bottom line.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9e23363 e-flex e-con-boxed e-con e-child\" data-id=\"9e23363\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ca3816c elementor-widget elementor-widget-heading\" data-id=\"ca3816c\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Inside, you\u2019ll discover:<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cdeec33 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"cdeec33\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8C119 8 8 119 8 256s111 248 248 248 248-111 248-248S393 8 256 8zm0 448c-110.5 0-200-89.5-200-200S145.5 56 256 56s200 89.5 200 200-89.5 200-200 200z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Real call data showing how far customers go before finding an open Service lane. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8C119 8 8 119 8 256s111 248 248 248 248-111 248-248S393 8 256 8zm0 448c-110.5 0-200-89.5-200-200S145.5 56 256 56s200 89.5 200 200-89.5 200-200 200z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">How missed opportunities quietly erode CSI and revenue.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8C119 8 8 119 8 256s111 248 248 248 248-111 248-248S393 8 256 8zm0 448c-110.5 0-200-89.5-200-200S145.5 56 256 56s200 89.5 200 200-89.5 200-200 200z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">3 Proven strategies to improve communication and build lasting loyalty.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8C119 8 8 119 8 256s111 248 248 248 248-111 248-248S393 8 256 8zm0 448c-110.5 0-200-89.5-200-200S145.5 56 256 56s200 89.5 200 200-89.5 200-200 200z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">The importance of call connection - clearest link between communication and customer satisfaction. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5dd99f3 elementor-widget elementor-widget-text-editor\" data-id=\"5dd99f3\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<!-- wp:paragraph -->\n<p><span class=\"TextRun SCXW210705333 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun CommentStart CommentHighlightPipeRest PointComment CommentHighlightRest SCXW210705333 BCX0\">Download the study <\/span><span class=\"NormalTextRun SCXW210705333 BCX0\">to understand the service experience from your customers\u2019 perspective.<\/span><\/span><\/p>\n<p><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/www.carwars.com\/home\/a\/cari-phone-assist\/\"><em><strong><span class=\"TextRun SCXW264342113 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun CommentStart CommentHighlightPipeRest PointComment CommentHighlightRest SCXW264342113 BCX0\">Want to see how Cari can help your dealership<\/span><\/span><\/strong><\/em><\/a><a style=\"color: #ffffff;\" href=\"https:\/\/www.carwars.com\/home\/a\/cari-phone-assist\/\"><em><strong><span class=\"TextRun SCXW264342113 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW264342113 BCX0\">? <\/span><\/span><\/strong><\/em><\/a><\/span><span style=\"color: #1394d7;\"><a style=\"color: #1394d7;\" href=\"https:\/\/www.carwars.com\/home\/a\/cari-phone-assist\/\"><em><strong><span class=\"TextRun SCXW264342113 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span style=\"text-decoration: underline;\"><span class=\"NormalTextRun SCXW264342113 BCX0\">Get a demo now!<\/span><\/span><\/span><\/strong><\/em><\/a><\/span><\/p>\n<!-- \/wp:paragraph -->\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Download the guide to understand the service experience from your customers\u2019 perspective.<\/p>\n","protected":false},"featured_media":12714,"template":"","resource_categories":[83,91],"class_list":["post-12522","resources","type-resources","status-publish","has-post-thumbnail","hentry","resource_categories-e-books-reports","resource_categories-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - 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