Considering Service Advisor Training? 3 Customer Service Trends to Watch
The auto service advisor role is one of the most customer-facing positions in the industry. It is, therefore, no surprise that customer service is regarded as the most common hard skill for automotive service advisors, closely followed by communication skills.
To promote customer retention and improve their auto shop’s bottom line, auto service advisors need to meet and exceed customer expectations consistently. Yet, influenced by an assortment of factors, including the recent global pandemic, these expectations are changing.
If you’re considering service advisor training, learning and understanding current customer service trends can gear you up for success in a future role in the industry. Read on to discover three customer service trends to keep an eye on both now and in the future as the automotive industry evolves.
1. Expect an Increase in Tech Use After Service Advisor Training
Traditionally, auto service advisors were often the first point of contact that customers had with auto repair or auto parts shops. These days, customers prefer a contactless experience wherever possible.
Technology makes this new reality entirely possible. As technology continues to play such an integral role in our society, auto service advisors not already on board with this new system risk getting swallowed up by the competition.
One thing you should prioritize in your role after service advisor training is the use of technology in the execution of your services. Online scheduling systems and electronic diagnostic tools will make your work more efficient and your outlook more aligned with modern practices. These days, digitizing the entire auto service or repair process isn’t just optional, it is a must.
2. Increased Focus on Customer Experience
Research indicates that a customer’s maintenance and service experience is the second main influencer of brand loyalty after their sales experience. While the importance of customer service is likely to have been emphasized in automotive school, the significance of that training will become even more crucial as the industry continues to evolve.
Delivering a superior customer experience in the dealership service drive is more crucial than ever to maximizing future maintenance and service-to-sales prospects. Excellent customer service will vastly improve customers’ auto repair experiences, and the ripple effects of this are likely to be better sales and increased loyalty.
In your auto service advisor career, you’ll need to constantly assess your processes, tools, and culture for the kind of experience they create for customers.
3. Automated Services Are On the Rise
The rise of technology has coincided with an increased demand for improved automation among auto repair customers. These days, customers are more inclined to deal with auto repair shops that reduce wait times and improve efficiency by automating some of their services.
Auto shop management software can assist an auto business in achieving its objectives by automating operations, monitoring customer and vehicle histories, and connecting the business to notable maintenance databases and parts dealers.
As a budding auto service advisor, mastering automation will give you a significant advantage and propel you to success in the current and future automotive industry.
Are you interested in pursuing a service advisor career?
Contact ATC Surrey to learn how you can get started.