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


4-day Class (Tuesday-Friday) | Max Available seats: 14

Dedicated classes available—please call for details

COURSE DESCRIPTION: This training is tailored for Service Advisors to deepen their understanding of their role in driving customer satisfaction, ensuring Service Department success, and augmenting the company’s profitability. The course unfolds across ten meticulously curated modules, complete with study guides and hands-on activities, all presented over a 4-day period with seasoned service personnel. Hotel & Lunch are Included.



This Service Advisor training is designed for Service Advisors to better understand how they directly affect overall customer satisfaction, the 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 highly experienced Service personnel.


  • Module I. Service Processes
  • Module II. Customer Reception
  • Module III. Phone Etiquette & Appointments
  • Module IV. Repair Order Creation
  • Module V. Triage & Initial Diagnosis
  • Module VI. Estimating – Building an Estimate
  • Module VII. Customer Approval, Dispatching & Ordering Parts
  • Module VIII. Repair Order Flow & Work In Process (WIP)
  • Module IX. Completing the Repair & Quality Control Checks
  • Module X. Delivery & Customer Satisfaction

LOCATION: ETT Training Center

TRITECH Expert Technician Training Center is in New Braunfels, TX, while the San Antonio, TX airport (SAT) is 35.5 miles from training center and 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.


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.


Please complete 1 Enrollment Form per enrollee to reserve a slot in an upcoming Cummins Engine Training class. Enrollment Forms can be requested by email at or by phone at 830-743-9720. Registrations will be accepted up to the start of class and are subject to available seats. See Cancellation Policy