Service Advisor Introduction: You and Your Customer Quick Start Guide

Transcription

1 TMT Class Course Code: 5741 First Edition, October 2012 Service Advisor Introduction: You and Your Customer Quick Start Guide

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3 Introduction: You and Your Customer QUICK START GUIDE 2012 Navistar, Inc Navistar Drive, Lisle, IL All rights reserved. No part of this publication may be duplicated or stored in an information retrieval system without the express written permission of Navistar, Inc. 1

4 QUICK START GUIDE Service Advisor Introduction: You and Your Customer 2

5 Introduction: You and Your Customer TABLE OF CONTENTS TABLE OF CONTENTS Introduction The Keys to Success... 4 Write-up Checklist

6 QUICK START GUIDE Service Advisor Introduction: You and Your Customer THE KEYS TO SUCCESS Knowledge Understand vehicle operation. Understand International and other major component warranties. Familiarize yourself with ISIS take advantage of its valuable resources. Communication Make a good first impression, be professional and build customer relationships. Relay important information to the service department personnel. Telephone communication is vital; be timely and professional. Write-Up Accurately record all information. Get in-depth information by asking open-and closed-ended questions. Verify what the customer stated with confirming questions. Dispatch Understand shop capacity. Delegate the work to the appropriate technician. Maintain an efficient appointment schedule. Repair Communicate vehicle concerns concisely and accurately to the technician. Update the customer with the status of the vehicle. Identify additional vehicle concerns and/or potential promise time changes. Delivery Build value in the customer s mind by ensuring the customer s needs were met. Review repairs with the customer and confirm that they understand what was done. Demonstrate appreciation, and mention upcoming scheduled maintenance. Follow-Up Call customers to see if they were satisfied with the service they received. Find out what customers appreciate about your service, so you can continue to do it. Listen to your customer feedback and use it to improve future service. 4

7 Introduction: You and Your Customer QUICK START GUIDE write-up checklist Check off each of the following steps as you go: Greet customers with a positive attitude. Ask for permission to enter the vehicle and perform a walk-around. Begin with the interior: record the mileage and check the oil change sticker. In the cab: check for damage or other service needs. Inspect the exterior: pay attention to leaks, uneven tire wear or an expired DOT sticker. Provide a complementary Quick Check inspection and verify the vehicle s service history to avoid missing recalls or uptime items. Verify the facts, record the customer and vehicle information in the appropriate location on the repair order. Explain why a repair is necessary and only sell the customer what is really needed. Reach an agreement on the repairs and set a time to call the customer with a status update. Keep in touch with the customer and let them know immediately if there might be any additional costs. Track the status of the vehicle through the service department and at delivery; ensure the customer is satisfied with the service provided. Remember to make a follow-up call to the customer within a week of the service visit. 5

8 Introduction: You and Your Customer QUICK START GUIDE