3 Ways an Automotive Service Advisor Can Boost Their Observational Skills
October 3, 2018
Observational skills are more than a little important for service advisors. These dedicated professionals use their observation skills to determine what the likely cause of a malfunction is. That’s not all their observation skills are good for, though. They can also use these skills to determine how a customer is feeling and how best to communicate with them.
Good observation skills require an in-depth understanding of presented information as well as the ability to use logic and creative problem solving when making decisions. Developing one’s observational skills does not have to be a difficult task; rather, there are many ways to improve these qualities in a simple and effective way. For those eager to step into an automotive career, consider these four ways to improve observational skills.
1. Boost Your Listening Skills to Help Identify Important Details
An important part of becoming more observant includes becoming a better listener. When a customer comes in and starts to explain the issues they’ve noticed with their car, having excellent listening skills can help you quickly get to the root of the problem.
It’s also important to note that what a costumer says is only part of the equation. According to many researchers, a significant portion of communication is nonverbal. Body language and tone of voice can also help to convey plenty of important information, like whether a customer feels nervous, stressed, or in a hurry. Together, all of this information can help an automotive service advisor best address each client’s concerns.
To improve your listening skills, make sure to give each client your full and undivided attention. You’ll also want to refrain from jumping in with a solution too quickly, as this can stop a client early and have them leave out important details you might need.
2. Writing Down Information Can Reinforce Memory
Informing customers of additional problems or services required on their vehicle is a big responsibility an advisor is faced with. But before this can be done, professionals must receive an explanation from the mechanic. In this situation, writing down information related to performance, repairs, and other problems can help you better remember details, or more easily notice whether or not you need to ask for further clarification. This is because writing things down helps you stay focused and boosts memory. It’s harder for your mind to wander when writing something down, which in turn can help you better pay attention to details.
3. Auto Service Programs Can Help Students Recognize Patterns
One of the most effective methods for strengthening observational skills is to pay attention to recurring scenarios or situations. A particular repair or problem might seem difficult to pinpoint at first. However, with practice, you’ll be able to notice commonalities between certain issues and more easily identify problems.
Graduates of auto service programs will be familiar with many different situations. This can help students catch early signs of a particular problem or issue, and then address it quickly.
Contact Automotive Training Centres for more information regarding our programs.
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