Want to Become a Service Advisor? Here's Our 3-Step Guide to Phone Follow-Ups
June 23, 2016
As the true customer service reps of any garage or dealership, service advisors play one of the most important roles in the industry. They are the face of a business as they greet customers when they come through the door, and they’re also responsible for building lasting relationships by offering continual maintenance and repair services. If you’re planning on becoming a service advisor, helping to build a loyal customer base can be one of the most rewarding aspects of the job.
Following up with customers over the phone is an essential part of the relationship-building process. Whether you’re calling to ensure that the service was satisfactory or to schedule some regular vehicle maintenance, read on for a few tips that will help make picking up the phone to follow up with customers a breeze!
Step 1: As a Service Advisor, Let Customers Know They’ll get Follow-Ups
When customers are at the cash, it’s the perfect time to let them know you’ll be giving them a call to follow up at some point soon. This way, you save yourself from any hassles, like catching them completely off-guard.
Nobody wants to feel like a burden when they’re calling customers on their cell phones or at home. Fortunately, this can be completely avoided by giving customers a simple heads-up while they’re in the shop.
Step 2: Prepare a Follow-Up Script Once you Become a Service Advisor
If your place of work doesn’t have a script for phone follow-ups once you become a service advisor, it’s relatively easy to write one out yourself by following a few simple guidelines.
Remember to always introduce yourself and state the nature of your call. You’ll want to let customers know that your call shouldn’t take more than 2-3 minutes, whether you’re scheduling their next visit, or filling out a survey. Some follow-up calls will be to regular customers, and a little small talk to break the ice is okay.
Next, you’ll proceed onto your questions, or to checking their availability for scheduled maintenance. A script can serve as a useful tool as you begin to make follow-up calls, and can keep you from drawing a blank if you get nervous.
Step 3: A Good Service Advisor Always Ends Follow-Up Calls on a High Note
Once you become an automotive service worker you should always remember to finish a call with a closing statement. This is where you thank a customer for their business, as well as for taking a few minutes to chat with you. The goal is to make sure that your customers are satisfied with the service they’re receiving. Making sure that you end the call on a high note will also reflect the professionalism of the place you work for.
If customers have complaints, make sure that you listen, let them know that their concerns are valid, and that they’ll be brought to the attention of management. Being a great automotive service worker means taking both good and bad customer feedback and using it for the betterment of a business.
Get auto service advisor training that will show you the ins & outs of this rewarding career choice.
Visit ATC for program information, or to speak with an advisor.
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