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Don’t miss this Automotive News PowerTRAINING webinar on Tuesday, January 7th at 2 pm EST!
As more dealers rely on fixed ops revenue to grow dealership gross profits, improving service efficiency and the customer experience must become high priorities. Your service advisors are on the front line when it comes to engaging with customers, shaping their perceptions and building relationships. Failure to make a first good impression or deliver on promises can permanently drive customers away from your service bays.
Training service advisors has never been more important; but there’s a big difference between knowing how to do a job and knowing how to do a job well. Service advisors are largely responsible for providing the “service” in service department, yet many have never been trained in fundamental best practices proven to turn every-day customers into loyal and enthusiastic fans.
Join Ken Rock as he opens up his Service Advisor’s Playbook and shares top-secret strategies for exceeding your service customers’ expectations. In this webinar, Ken walks you through a typical day in the service department and connects the dots between your service advisors’ actions and your customers’ reactions. What do customers really want from a dealership service experience, and how can service advisors deliver it?
Attendees will leave with a game plan for:
—Exceeding customer expectations at vehicle drop-off, during service and at vehicle pick-up
—Building a solid foundation for customer trust and long-term relationships
—Overcoming the 5 most common frustrations that customers have with dealership service departments