How to Be a Better Service Advisor

A car repair shop needs good service advisors to thrive.

A service advisor at a car repair shop provides estimates for repairs and oversees the quality control of services. A service advisor must be aware of a customer's specific needs and is often briefed by another employee on the customer's situation. Improving your ability to provide quality service as a service advisor will allow you to excel in your career.

Instructions

1. Explain the service that needs to be done to a vehicle completely to the customer in a convincing manner. If you are not persuasive, the customer may not believe that they actually need the service. An example of a service that is needed can be an oil change, tire change or engine replacement.

2. Provide the overall price for the service and avoid itemizing every thing that needs to be paid for. A customer may act negatively to a large itemized price.

3. Talk to the customer and use a checklist to provide support for your service advice. If you have a checklist that was made by an automotive technician, use it in your discussion with the customer.

4. Point out the needed service to your customer's car by using the car. Point to the specific parts that need to be worked on or replaced so the customer can see what needs to be done and what they are paying for.

5. Call the customer from a quiet place to discuss the needed service. Avoid calling customers in the garage or noisy lobby so that the customer can hear exactly what you have to say.

References

• Tire Review; Becoming a Better Service Advisor; Glen Beanard; March 2010