Details
Course overview
Service Advisors should no longer be order takers! They are a brand ambassador who plays a major role in customer loyalty and repeats purchase orders. This course will equip Service Advisors with the necessary skills to successfully deal with customers, act as a service consultant, sell additional needed services and project a professional image.
Course objectives
This workshop will equip service advisors with:
• Effective use of customer communication skills
• Understand the importance of customer handling and its impact on satisfaction & loyalty.
• The skills of effective repair order write up
• Manage repeat repairs and comebacks
• Professional service delivery
Service Advisors should no longer be order takers! They are a brand ambassador who plays a major role in customer loyalty and repeats purchase orders. This course will equip Service Advisors with the necessary skills to successfully deal with customers, act as a service consultant, sell additional needed services and project a professional image.
Course objectives
This workshop will equip service advisors with:
• Effective use of customer communication skills
• Understand the importance of customer handling and its impact on satisfaction & loyalty.
• The skills of effective repair order write up
• Manage repeat repairs and comebacks
• Professional service delivery
Outline
Course Contents
• The role of the Service Advisor
• Customer needs v/s your preparations
• Your pre-sales role
• The successful Service Advisors
• Telephone skills
• Handling incoming calls
• The importance of clear information
• Meeting special requirements
• The Six-Step Customer handling process
• Working under pressure
• Effective Repair Order Write Up
• Your positive impression
• Effective complaint handling
• Upselling techniques
• The role of the Service Advisor
• Customer needs v/s your preparations
• Your pre-sales role
• The successful Service Advisors
• Telephone skills
• Handling incoming calls
• The importance of clear information
• Meeting special requirements
• The Six-Step Customer handling process
• Working under pressure
• Effective Repair Order Write Up
• Your positive impression
• Effective complaint handling
• Upselling techniques
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RPM is a boutique consulting and training company based in Dubai, UAE. We specialize in Organizational Transformation Programs that are dynamic, passionate and highly motivational. We help organizations align their strategies, people, processes, and customers to achieve competitive advantages and bottom line results.
Our Goal is to increase knowledge and performance among all our clients. RPM has partnered with various organizations around the world to consult, assess, design, develop, deliver, reinforce, and sustain learning solutions, fueled by our passion and mission for “Building both personal and professional success through our proven methods and state-of-the-art learning methodologies”.
As a leader in helping organizations improve, our clients range from large and small businesses alike, including General Motor’s, GE, Qualcomm, Lenovo, Samsung, Aramex, and Bayer.
Our Goal is to increase knowledge and performance among all our clients. RPM has partnered with various organizations around the world to consult, assess, design, develop, deliver, reinforce, and sustain learning solutions, fueled by our passion and mission for “Building both personal and professional success through our proven methods and state-of-the-art learning methodologies”.
As a leader in helping organizations improve, our clients range from large and small businesses alike, including General Motor’s, GE, Qualcomm, Lenovo, Samsung, Aramex, and Bayer.
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