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
