The role of a Service Advisor
This training program aims to introduce the knowledge and communication skills required by Service Advisors operating in a modern Service Department.
This course has been updated in 2024 to cover current electronic communication technology, such as verifying repair requirements via video.
Session 1
1) Your expectations as a Service Advisor
- Your role
- Job Description
2) Looking through the eyes of a Customer
- Who gives great Customer Service?
- Customer for life.
- Customer expectations in 2024.
- Service Customer Retention - how we measure
3) What is "Service"?
- Who are the service team customers?
- Why Service at your service department?
Session 2
4) Customer journey through the Service department
- Understanding the key Customer touchpoints in the workflow of the service department
4.1 Making an appointment
- Importance of asking the right question.
- Booking appointment/pickup times
4.2 Preparing/organising the repair order
- Being ready to create opportunities
4.3 Receiving the Customer.
- Setting expectations
4.4 On the hoist
- Customer update after initial inspection
- Selling what the Customer needs
4.5 Returning the vehicle and delivering the invoice.
- Delivering the value of the service
- Leaving a great last impression
4.6 Customer follow up
Session 3
5)Customer Behaviours
- DISC - Behavioural types
- Selling to behaviours
6) Service Advisor - your role as a sales consultant
- Selling by Advising
- Selling dos and don'ts
Session 4
7) Working with the Parts department
- Why should service customer buy Genuine Parts?
- Concept of parts/labour ratio
8) Selling Service - Effective Communication
- Communication skills
- Non verbal communication
- Telephone and email dos and don'ts
This course is available as;
Face to face - onsite
Four fast-paced sessions developed around Advisor engagement with their peers.
Sessions delivered inline with customer workflow
Online sessions.
Four two-hour virtual classroom sessions allow Advisor to attend without unduly interrupting their workday. Session size limited to ten Advisors.
Combined delivery.
Typically, first two modules delivered online to develop background, then onsite delivery and support in the workplace with customers.
All students will be supplied with session workbooks, Advising check sheets, and telephone support.
Available dates, plus session pricing will be forwarded to you when you
click on the link below to express your interest in one of these sessions.