Service Advisor Training – Customer Service, Productivity, Profitability, and Communication

From: $1,350.00

4 day Class (Tuesday-Friday) | Max Available seats: 12

Discounts available for on-site training at your location—call for details

COURSE DESCRIPTION:This training is designed for Service Advisors to better understand how they directly affect overall customer satisfaction, Service Department success and the company’s profitability. Training is divided into 10 detailed modules, consisting of 10 study guides and numerous activities, covered in a 4-day training class with experienced Service personnel.

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Description

GENERAL COURSE INFORMATION:

  • All classes are 4 days | Tuesday-Thursday 8am-5pm | Friday 8am-1pm
  • Class costs include hotel stay, lunch, and TriTech provided equipment.

 

WHAT WE PROVIDE

  • Laptop: Diagnostic laptops will be provided. However, we encourage students to bring their own
  • Safety: Eye & ear protection, safety masks and gloves will be provided. Steel toe shoes and long pants required
  • Meals: Lunch and drinks will be provided daily. Additionally, the Hotel provides breakfast every morning from 7am-9am

COURSE DESCRIPTION

This training is designed for Service Advisors to better understand how they directly affect overall customer satisfaction, Service Department success and the company’s profitability. Training is divided into 10 detailed modules, consisting of 10 study guides and numerous activities, covered in a 4-day training class with experienced Service personnel.

COURSE INCLUDES:

  • Module I. Service Processes:
    • Learn how customer interactions impact service sales and satisfaction
    • How to identify/improve/develop processes that produce desired results
  • Module II. Reception:
    • Learn the proper way to greet customers, the importance of making a good personal
      impression and key questions that should be asked to set the stage for overall customer satisfaction
  • Module III. Phone Etiquette & Appointments:
    • Learn proper phone etiquette
    • Outline the proper method to schedule work & how the use of appointments can help balance the workload and improve shop throughput
  • Module IV. Repair Order Creation:
    • Understanding the RO creation process
    • How it drives the service experience & what role Service Advisors play
    • Understanding the 3 C’s & Importance of Technician stories
  • Module V. Triage & Initial Diagnosis:
    • Understanding the role Triage has on speed and accuracy of info dispatching, assigning the right Tech, expediting parts procurement & establishing a sense of urgency
  • Module VI. Estimating – Building an Estimate:
    • Understanding the Estimating process and the roles the Technician, Foreman, Back Parts Counter and Service Advisor should play in effectively building a quote
  • Module VII. Customer Approval, Dispatching & Ordering Parts:
    • Understanding the importance of obtaining Customer Approval,
    • The Dispatching process & the appropriate time to order needed parts
  • Module VIII. Repair Oder Flow & Work In Process (WIP):
    • Learn how/why/what to monitor regarding WIP
    • The importance of using a Work Order flow process and keeping the RO up to date with parts/labor/sublets
  • Module IX. Completing the Repair & Quality Control Checks:
    • Understanding the Completion phase of the repair
    • Consolidating information onto the RO
    • Reconciliation of all parts/labor/sublets & QC checks
  • Module X. Delivery & Customer Satisfaction:
    • Understanding the final steps to the process that produce a desired result
    • Proper final visual inspection & Presenting the final invoice for payment
Download Course Syllabus & Overview

LOCATION: ETT Training Center

TRITECH Expert Technician Training Center is in New Braunfels, TX. The San Antonio, TX airport (SAT) is 35.5 miles from training center while the Austin, TX airport (AUS) is 47 miles from ETT training center. Please plan on arriving the Monday prior to class starting on Tuesday and departing Fridays 3:00pm or after.

ACCOMMODATIONS

Fairfield Inn & Suites by Marriott

1465 I-35 New Braunfels, TX 78130

What to do while in town?

New Braunfels is Centrally located between Austin and San Antonio and is best known for the Comal and Guadalupe Rivers, great food, live music and the nearby Gruene Historic District.

Restaurant Guide
Fun & Entertainment Guide

REGISTRATION

Please complete the registration form to reserve a slot in the requested class. Registration forms can be requested by emailing us at ett@tritechent.com or by calling Tritech at 830-743-9720. Registrations will be accepted up to 5 days prior to start date of a class and are subject to open seats in selected classes.

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