Fixed Ops Magazine - 2020 Vol17 06 - 37

we help them connect the dots and give them a target and a plan to achieve their goals. Setting short
and long-term goals is important to keep people in a
forward direction. Otherwise they become complacent and get into a rut. 
2. Customer Service Skills. It is a lot more than, " Be
nice to the customers " . There are specific customer
service skills, all based on " Best Practices " , that need
to be taught to our service advisors. Even the concept of, " under promise/over deliver " , needs to be
explained thoroughly.
3. Service Processes are at the center of this training.
When analyzing problems in a service department,
it always boils down to a combination of people and
process. Often, we have good people with potential
to be a wonderful employee but they lack an understanding of the basic service processes.

NOVEMBER DECEMBER 2020 || FIXED OPS MAGAZINE

37


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Fixed Ops Magazine - 2020 Vol17 06

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 06

Fixed Ops Magazine - 2020 Vol17 06 - 1
Fixed Ops Magazine - 2020 Vol17 06 - 2
Fixed Ops Magazine - 2020 Vol17 06 - 3
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Fixed Ops Magazine - 2020 Vol17 06 - 37
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