ABOUT THE WORKSHOP
This one-day workshop will introduce service advisors to the importance of communication, understanding body language, and the significance of vehicle maintenance.
Service advisors will acquire essential skills needed to increase service visits and achieve a high level of customer satisfaction.
The workshop focuses on both administrative tasks, such as completing work orders, and customer satisfaction, as well as understanding the process of vehicle repair and spare parts. It combines theory with practical exercises.
He who learns but does not think, is lost! He who thinks but does not learn is in great danger.
– Confucius
PROGRAM
Module 1: Workshop Overview
- Learning Objectives
- Task Before the Workshop Starts
- Workshop Assessment Before Implementation
Module 2: Fundamentals
- Regular Dealership Operations
- Service Advising
- Completing Work Orders
- Order Dispatch
- Customer Relationship
Module 3: Technical Aspect
- Maintenance vs. Repair
- Technical Service Documentation
- Recall Campaigns
- Specific Workplace Hazards
- Legislation
- Warranty Landscape
Module 4: Complaint Resolution
- Complaint Management
- Telephone Skills
- Understanding Body Language
Module 5: DMS and Spare Parts Management
- Automotive Management Systems (DMS)
- Spare Parts Management
- Warehouse Management
Personal Action Plan
- Starting Point
- Objective (Where do I want to go?)
- Path (How will I get there?)
Summary
- Recommended Reading List
- Workshop and Implementation Assessment
- Workshop Conclusion
