SDR #343: Handling Difficult Customers in Fixed Ops the Right Way

Service Managers and Service Advisors — If you're dealing with angry customers, escalations, or CSI issues, the problem usually isn't the customer. It's the system behind the interaction.

In this episode of Service Drive Revolution #343, the conversation breaks down why most "difficult customers" in Fixed Ops are created by poor communication, unclear expectations, and weak leadership systems — and how service managers can fix it.

This episode covers:

✅ Why arguing with customers makes situations worse

✅ How poor communication creates unnecessary conflict

✅ The leadership skill of absorbing tension and defusing emotion

✅ How to trace customer complaints back to process failures

✅ Why intention matters more than being "right"

✅ How to turn upset customers into long-term loyal customers

If you're a service manager, service advisor, or Fixed Ops leader struggling with:

- CSI problems

- Customer escalations

- Negative reviews

- Advisor burnout

- Constant complaints

👉 This episode will change how you approach customer conflict in the service drive. #ServiceManager #FixedOps #DealershipService

#CustomerExperience #ServiceDriveRevolution #ChrisBulldogCollins

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