Automotive

   Basic Service Advisor Training

   2 days

• After completing this training participants
  will know the basic processes of aftersales service, will be able to state the Moments of Truth, know how to serve customers while maintaining trust and delivering satisfaction and will be able to recognize their direct responsibilities for retaining customer in service.

• Introduction
• Customer Service Consultation
• Moments of truth – points of satisfaction or dissatisfaction
• Values of service consultants and
  organisational behaviour
• Basic steps of the process of servicing the customer
• Responsibilities of the service consultant in dealing with customer
• Delivery of a vehicle in the point of sale
• Preparing to the customer visit
• Making an appointment
• Greeting the customer
• Orienting the customer
• Attending the customer
• Preparing a repair order
• Scheduling the work
• Quality and end control
• Explaining the invoice
• Follow-up after repair
• Revising the process of servicing customer
• Closing session

Service Advisors

This training is recommended for all service advisors especially those who have just started their job at the dealership, to ensure they clearly understand the service customer handling processes and to be able to deliver the standards of service which are essential today. This training can be adopted to the brand standards.

Amendments towards your brand, standards and image are welcome.