service advisor training
the role of a service advisor.
is there a more critical role in your business than the role of service advisor?
The service advisor is the person within the business who has the responsibility for delivering the level of service necessary to build and maintain customer confidence and goodwill. They are ‘the face’ of your business, and are the people that customers will see and talk to the most over their ownership lifecycle. They have a pivotal role in ensuring the smooth, efficient running of the service department. The importance of the position is often understated, but the way they go about their day-to-day tasks directly affects: -
- customer satisfaction
- customer retention
- business profitability
Critically, businesses are employing more and more advisors from non-automotive backgrounds, searching for their customer service/communication skills. These advisors require an instant injection of basic understanding of a service department operation, and strategies to deal with automotive technical enquires.
real performance management has a range of service advisor training courses to suit the requirements of your business, covering face to face classroom, and online classroom modules, in – business delivery, or a combination of each.
Each course delivers the essential skills and knowledge required by service advisors to provide a memorable service experience for owners, in the context of a profitable service department.
content includes;
- service process – the customer journey through the service department, from making an appointment to vehicle return to the customer after repairs.
- essential communication skills – understanding the customer’s requirements, understanding our non-verbal communication. Active listening, active questioning.
- key selling skills. selling by advising.
- customer behaviours. understanding behaviours and selling to behaviours.
- telling the service department story – why service at my service department?
real performance management can design a training package to suit your current needs, such as:
- The role of Service Advisor – four session comprehensive training package.
- Service Advisor onsite – half-day per month, training/coaching/mentoring package delivered at your business.