Fixed Ops Magazine - 2023 Vol 20 02 - 66

INDUSTRY INSIGHT BY COREY SMITH
3 STEPS TO GO FROM GOOD TO
GREAT AS A SERVICE ADVISOR
STEP ONE:
MAKE THE PROCESS WORK FOR YOU
Every service advisor has a process. You may be taught
that process as part of your training. Or you may need
to come up with your own. Either way, having a process
that you go through with a customer is important. It
starts with that first point of contact, continues through
the walk around, and goes on through the post-visit follow-up
phone calls.
Whether you learn the process or develop it on your own,
you need to know it inside and out. Then you need to
tailor it to your own style. Every service advisor will have
their own style of communicating with and working with
customers. Know what your personal style is along with
your strengths and weaknesses. When you tailor the process
to your strengths, you will start to see the shift towards
customer service excellence.
A great place to start is to write down your process
from the meet and greet to the service walk around, as
well as how you answer the phone, how you handle the
comebacks, and how you handle any other instances as
they arise.
Writing your process down will allow you to work the
process for 30-45 days to see how the process works
for you. You may find yourself editing or tweaking your
process over this time period.
Every part of your process should revolve around the
customer's experience and how they felt after they left.
If you focus on the customer experience, you will have
better retention, better CSI (Customer Service Index)
Scores, and make more money month after month after
month.
Return here in the next issue when we will talk about
Step Number Two.
DIRECTORY OF ADVERTISERS
ADMI
automotive direct hire
BendPak / Autostacker
BG Products, Inc.
BizzyCar, Inc
BMP Doors
CallRevu
CCC Intelligent Solutions, Inc.
CDK Global
Connexion & Quickride
Custom Linings
Dealer Benefit
DealerPRO Training
Dynatron
Epicor
FIXED OPS DIGITAL
Frogdata
GMS Dealerships
GoMoto
HӦRMANN Doors
HUNTER Engineering Company
InteliChek 1
InteliChek 2
LiquidDynamics
NitroFill
PDX
Proactive Dealer Solutions
Rapid Recon
RepairPal
RevolutionParts
RYTEC Doors
Solera AutoPoint
COREY SMITH - NATIONAL AUTO CARE
NATIONAL FIXED
OPERATIONS TRAINING MANAGER
207-749-0593
CSMITH@NATIONALAUTOCARE.COM
66
TCC Total Customer Connect
TechForce Foundation
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Back Cover
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Ted Ings' FixedOps Round Table Page
WarrCloud
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Fixed Ops Magazine - 2023 Vol 20 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol 20 02
