Service Advisor – technical or non-technical

The traditional pathway to finding a Service Advisor was to grab a technician from the workshop, put them in a business shirt and tie, then let them loose.

In recent times, the shortage of technicians has meant that service departments have been reluctant to remove a valuable resource from the workshop and started to look at alternative recruitment strategies. 

The positives in recruiting advisors from outside the workshop are that they bring a range of skills that significantly improve customer satisfaction. Attributes such as customer engagement, telephone and email communication, building rapport and selling skills create a customer-friendly environment, encouraging repeat service visits.

To maximise these benefits, new advisors require support to understand their role and the processes and procedures of the service department, finding important product information, and a support strategy for technical information.  

Real Performance Management has a range of service advisor training programs to suit new and experienced advisors. Our training programs have been designed for virtual or face to face delivery, or a combination of both.

March, 2023