Driving Service Performance™

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Driving Service Performance™

By providing service advisors with the insights, understanding and training to better prepare them to undertake these tasks as well as improving their communication skills in general – after all, it’s your service advisors who keep your customers informed on the progress of their vehicle through the workshop, your aftersales department will become even more profitable.

Our training explores the importance of language and how the choice of words as well as tone of voice and confidence in the product or service can affect the outcome of a conversation. Service advisors are usually shocked at how a simple positive approach can have a dynamic impact on the uptake from customers.

We cover all aspects of communication in the aftersales department including the customer experience when they first arrive in the dealership, excelling at the collection and delivery aspect of the business, ways to convince hesitant customers and the power of the simple ‘thankyou’.

Our training will enable your service advisors to increase service bookings, recognise and take advantage of more upsell opportunities and create a better customer experience which will also improve customer satisfaction survey results and is crucial to customer retention rates.

Telephone Success™ reports

Outcomes of our training will:

  • Improve your customers’ experiences
  • Ensure service advisors are more alert to sales opportunities
  • Increase your bookings
  • Improve show up rates
  • Improve customer satisfaction
  • Increase repair order value
  • Boost customer loyalty and retention
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Telephone Success™ reports