ABOUT THE WORKSHOP
This 1-day workshop will assist service advisors in illustrating the importance of communication, body language and the importance of vehicle maintenance.
Service advisors will gain skills needed to increase service entries and to achieve high customer satisfaction level.
The workshop focuses on service writing, customer service and understanding the vehicle repair process and spare parts. It is a combination of theory and practical exercises.
Service advisors will gain skills needed to increase service entries and to achieve high customer satisfaction level.
The workshop focuses on service writing, customer service and understanding the vehicle repair process and spare parts. It is a combination of theory and practical exercises.
Learning never exhausts the mind.
– Leonardo da Vinci
OUTLINE
Session One: Course Overview
Session Two: First things, first
Session Three: Technical Stuff
Session Four: Dealing with Complaints
Session Five: DMS and Parts Management
A Personal Action Plan
Summary
- Learning Objectives
- Pre-Assignment
- Pre-Course Assessment
Session Two: First things, first
- Dealership Fixed Operations
- Service Consulting
- Writing the Repair Order
- Service Dispatching
- Customer Relations
Session Three: Technical Stuff
- Maintenance vs. Repair
- Technical Service Bulletins
- Recall Campaigns
- Workplace Specific Hazards
- Laws & Legislation
- World of Warranty
Session Four: Dealing with Complaints
- Complaint Management
- Telephone Skills
- Reading the body language
Session Five: DMS and Parts Management
- Automotive Systems (DMS)
- Parts Management
- Warehouse Layout and Design
A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Summary
- Recommended Reading List
- Post-Course Assessment
- Course Completion
