Service Reception (Automotive)

Service reception staff are often the main point of contact for many customers in a car dealership. Keeping customers happy by doing what they ask is not enough. What is important is the manner in which it is done. It is therefore essential that all reception staff have all the necessary skills and training to ensure customers keep coming back time and time again.

Our service reception course provides automotive receptionists and technicians with customer handling skills and training so they can process vehicles efficiently and offer a quality service to customers.

This six-hour course is fully comprehensive and uses video scenarios of common situations to create an entertaining and easy to use training programme.

Although this multimedia course is set in a car dealership, it is also suitable for non-automotive service training.

The course covers all key areas of the service advisor’s role including:

• The role of the service advisor Shows how to provide customers with an excellent service experience by dealing with them in an efficient, friendly, professional manner and providing the dealership with accurate, detailed information
• Communication Explores how to use questioning techniques, active listening skills, language, voice and body language to build rapport and establish good communication with customers
• Customer handling Introduces common customer types and explains how to manage conflict and deal with complaints in a positive way
• Capturing customer and vehicle information Often the first point of contact a customer has with a service advisor is the telephone. This section shows how to develop a customer focused approach to obtain accurate information
• Setting up different types of repair Specifies the information that must be gathered and the procedures which should be followed when carrying out different types of repairs – warranty, internal and external
• Raising a job card Explains how to fill out a job card accurately and includes procedures for workshop loading, parts pre-picking and pre-inspections
• Receiving customers and their vehicles Shows how to meet and greet customers in a professional manner and illustrates how the appearance of the dealership and service personnel creates a good first impression. It also details the processes for accepting vehicles and arranging loan cars
• Standards and processes Shows how to cost and invoice for jobs, introduces all the paperwork that a sales advisor will encounter and explains how to handle payments
• Vehicle hand-over The vehicle handover is the most important part of the booking process and this section equips sales advisors with the skills to deal with the meet and greet, the invoice and any advisory issues in a professional manner
• Service follow up Shows the best way to carry out customer follow up to ensure customer satisfaction
• The service advisor and selling Because service intervals are longer, vehicles are more reliable and customers have a greater choice of where to have their vehicles serviced, it is important that service advisors seize every opportunity to sell. This section ensures they have the selling, closing and objection handling skills to effectively promote other products and services