Assessing your Customer Service Process (Appointments, Write-up and Delivery)

Two Day Course

This course is designed for managers and how they can assess the Customer Servicing Process. We will help them develop an action plan to improve processes and to coach Service Advisors/Appointment Coordinators on improved execution. The ultimate goal is to not only meet but exceed customer expectations during each and every “Moment of Truth”. Listed below are the topics we will be covering:

• How to make a proper service appointment;
• Consultation Preparation, how to prepare for the Guest’s visit;
• The Consultation Process, how to perform a proper write-up;
• The Repair Process, includes the proper technique to dispatch work in the shop;
• The Delivery Process, covers how to properly deliver the completed vehicle back to the Guest;
• The Follow-up Process, reviews the steps in following-up on whether we met or exceeded their expectations.