{"id":462873,"date":"2026-09-01T09:15:27","date_gmt":"2026-09-01T13:15:27","guid":{"rendered":"https:\/\/autosphere.ca\/?p=462873"},"modified":"2026-09-01T09:15:27","modified_gmt":"2026-09-01T13:15:27","slug":"faire-du-departement-de-service-un-veritable-moteur-de-fidelisation","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2026\/09\/01\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\/","title":{"rendered":"Faire du d\u00e9partement de service un v\u00e9ritable moteur de fid\u00e9lisation"},"content":{"rendered":"

La performance commence \u00e0 l\u2019atelier, la fid\u00e9lit\u00e9 commence avec l\u2019exp\u00e9rience<\/span><\/strong><\/p>\n

Dans l\u2019industrie automobile, une grande partie de l\u2019attention est traditionnellement port\u00e9e sur la vente de v\u00e9hicules. Pourtant, la relation avec le client ne s\u2019arr\u00eate pas au moment de la livraison.<\/span><\/p>\n

C\u2019est souvent apr\u00e8s l\u2019achat que commence la p\u00e9riode la plus importante pour b\u00e2tir une relation durable. Les op\u00e9rations fixes \u2014 service apr\u00e8s-vente, entretien, pi\u00e8ces, pneus et esth\u00e9tique \u2014 repr\u00e9sentent une occasion exceptionnelle de fid\u00e9liser la client\u00e8le, d\u2019am\u00e9liorer l\u2019exp\u00e9rience client et de maintenir un lien r\u00e9gulier avec chaque propri\u00e9taire. Et au Qu\u00e9bec, peu de p\u00e9riodes illustrent aussi bien cette occasion que la saison des pneus.<\/p>\n

La saison des pneus : beaucoup plus qu\u2019une op\u00e9ration logistique<\/span><\/p>\n

Chaque automne, les d\u00e9partements de service vivent une p\u00e9riode extr\u00eamement intense. Des centaines, parfois des milliers de clients doivent faire installer leurs pneus d\u2019hiver dans une fen\u00eatre relativement courte.<\/span><\/p>\n

Pour une concession, le premier r\u00e9flexe peut \u00eatre de consid\u00e9rer cette p\u00e9riode comme un d\u00e9fi de capacit\u00e9 : remplir l\u2019atelier, maximiser le nombre de rendez-vous et \u00e9viter les d\u00e9bordements.<\/span><\/p>\n

Mais il faut aller plus loin. La saison des pneus est avant tout une formidable occasion de reprendre contact avec sa client\u00e8le. Un client qui revient pour ses pneus entre de nouveau dans l\u2019\u00e9cosyst\u00e8me de la concession. C\u2019est une occasion de v\u00e9rifier l\u2019\u00e9tat de son v\u00e9hicule, de discuter de son entretien, de r\u00e9pondre \u00e0 ses questions et surtout de lui d\u00e9montrer qu\u2019il est important. Le rendez-vous de pneus devient alors un v\u00e9ritable rendez-vous de fid\u00e9lisation.<\/span><\/p>\n

Le service client commence avant l’arriv\u00e9e en concession !<\/span><\/p>\n

Une excellente exp\u00e9rience au service ne commence pas lorsque le v\u00e9hicule entre dans l\u2019atelier. Elle commence plusieurs semaines auparavant. Pourquoi attendre que le client t\u00e9l\u00e9phone lorsque l\u2019on sait qu\u2019il devra \u00e9ventuellement faire installer ses pneus ? Une strat\u00e9gie efficace consiste donc \u00e0 contacter les clients avant la p\u00e9riode de pointe.<\/span><\/p>\n

Dans cette strat\u00e9gie, le BDC ou l’\u00e9quipe de relation client joue un r\u00f4le essentiel. Son objectif ne devrait pas \u00eatre uniquement de \u00ab remplir l’horaire \u00bb, mais aussi de contribuer \u00e0 cr\u00e9er une exp\u00e9rience fluide entre le client, les conseillers techniques et l’atelier.<\/span><\/p>\n

Faire de la saison des pneus une saison de fid\u00e9lisation<\/span><\/p>\n

La saison des pneus d’hiver repr\u00e9sente certainement un d\u00e9fi op\u00e9rationnel pour les concessionnaires automobiles. Mais elle repr\u00e9sente surtout l’une des plus grandes occasions annuelles de communiquer avec leur client\u00e8le.<\/span><\/p>\n

Plut\u00f4t que de simplement chercher \u00e0 faire entrer le plus de v\u00e9hicules possibles dans l’atelier, les concessions devraient se demander : Comment pouvons-nous profiter de cette p\u00e9riode pour donner envie \u00e0 chaque client de revenir ?<\/span><\/p>\n

La r\u00e9ponse passe par la proactivit\u00e9, la simplicit\u00e9, la transparence, la personnalisation et le suivi. Dans un march\u00e9 o\u00f9 les consommateurs ont de plus en plus de choix pour faire entretenir leur v\u00e9hicule, le v\u00e9ritable avantage concurrentiel d’une concession ne sera pas seulement son prix. Ce sera sa capacit\u00e9 \u00e0 faire sentir au client qu’il est reconnu, attendu et bien accompagn\u00e9.<\/span><\/p>\n

Un changement de pneus dure quelques heures. Une excellente exp\u00e9rience au service peut fid\u00e9liser un client pendant des ann\u00e9es.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

La performance commence \u00e0 l\u2019atelier, la fid\u00e9lit\u00e9 commence avec l\u2019exp\u00e9rience Dans l\u2019industrie automobile, une grande partie de l\u2019attention est traditionnellement port\u00e9e sur la vente de v\u00e9hicules. Pourtant, la relation avec le client ne s\u2019arr\u00eate pas au moment de la livraison. C\u2019est souvent apr\u00e8s l\u2019achat que commence la p\u00e9riode la plus importante pour b\u00e2tir une relation…<\/p>\n","protected":false},"author":108,"featured_media":462874,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[646,818],"tags":[10479],"class_list":["post-462873","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-concessionnaires","category-concessionnaires-editorial","tag-fidelisation"],"acf":[],"yoast_head":"\nFaire du d\u00e9partement de service un v\u00e9ritable moteur de fid\u00e9lisation - Autosphere<\/title>\n<meta name=\"description\" content=\"La performance commence \u00e0 l\u2019atelier, la fid\u00e9lit\u00e9 commence avec l\u2019exp\u00e9rience\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2026\/09\/01\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Faire du d\u00e9partement de service un v\u00e9ritable moteur de fid\u00e9lisation\" \/>\n<meta property=\"og:description\" content=\"La performance commence \u00e0 l\u2019atelier, la fid\u00e9lit\u00e9 commence avec l\u2019exp\u00e9rience\" \/>\n<meta property=\"og:url\" content=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2026\/09\/01\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\/\" \/>\n<meta property=\"og:site_name\" content=\"Autosphere\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/autosphere.ca\" \/>\n<meta property=\"article:published_time\" content=\"2026-09-01T13:15:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/autosphere.ca\/wp-content\/uploads\/2026\/09\/AAA.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"758\" \/>\n\t<meta property=\"og:image:height\" content=\"585\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Yanick Jomphe\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@autosphere_ca\" \/>\n<meta name=\"twitter:site\" content=\"@autosphere_ca\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Yanick Jomphe\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2026\\\/09\\\/01\\\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2026\\\/09\\\/01\\\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\\\/\"},\"author\":{\"name\":\"Yanick Jomphe\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#\\\/schema\\\/person\\\/e3e65ff7cf23b2695d9094cbb09419c7\"},\"headline\":\"Faire du d\u00e9partement de service un v\u00e9ritable moteur de fid\u00e9lisation\",\"datePublished\":\"2026-09-01T13:15:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2026\\\/09\\\/01\\\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\\\/\"},\"wordCount\":593,\"publisher\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2026\\\/09\\\/01\\\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/autosphere.ca\\\/wp-content\\\/uploads\\\/2026\\\/09\\\/AAA.jpg\",\"keywords\":[\"fid\u00e9lisation\"],\"articleSection\":[\"Concessionnaires\",\"\u00c9ditorial\"],\"inLanguage\":\"fr-FR\",\"copyrightYear\":\"2026\",\"copyrightHolder\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2026\\\/09\\\/01\\\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\\\/\",\"url\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2026\\\/09\\\/01\\\/faire-du-departement-de-service-un-veritable-moteur-de-fidelisation\\\/\",\"name\":\"Faire du d\u00e9partement de service un v\u00e9ritable moteur de fid\u00e9lisation - 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