Service Advisor Certification

Learn how to enhance customer satisfaction, drive service revenue, and strengthen long-term client relationships as a service advisor in the retail automotive industry.

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Course curriculum

1. Introduction
2. Customer Point of View
3. The Lion's Den
1. Why Customers Use Our Service Departments
2. Reason #1: Too Expensive
3. Reason #2: Not Competitive
4. Reason #3: Aggressive Upsell
5. Reason #4: Not fixed Right the First Time
6. Reason #5: Poor Diagnosis
7. Reason #6: Could Not Locate the Problem
8. Reason #7: Takes too Long for Repair
9. Reason #8: Poor Appointment System
10. Reason #9: Unable to Provide Accurate Time Estimate
11. Reason #10: Parts Not Available
12. Reason #11: Rude / Unprofessional Treatment
13. Reason #12: No True Concern for the Customer
14. Chapter 2 Quiz
1. Doubles every 5 Years
2. Doubles with our customers
3. Number of secondary Repair Facilities
4. Secondary Repair Facility Revenue
5. Chapter 3 Quiz
1. What is a Secondary Repair Facility
2. Perception of Cost
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3. Perception we Sell Repairs not Needed
4. Dealership Upsell Averages versus Secondary Repair Facility Upsell Averages
5. Chapter 4 Quiz
1. Perception of Repairs at Dealership
2. Perception #1: Labor Prices too High
3. Perception #2: Parts Prices too High
4. Perception #3: Inconvenient Location
5. Perception #4: Inconvenient Hours
6. Perception #5: Warranty Expired
7. Chapter 5 Quiz
1. How to Change Customer Perceptions
2. Change #1: Invest More Time understanding our customers
3. Change #2: Make adjustments in our Sales Process
4. Change #3: Make Adjustments in our Repair Process
5. Change #4: Study our Competition
6. Chapter 6 Quiz
1. Service Writer - Reactive
2. Service Writer - Order Taker
3. Service Writer - High % of 1 Time RO's
4. Service Writer - Proactive
5. Service Writer - Investigative
6. Service Writer - Walk Around
7. Chapter 7 Quiz
1. Diagnosis Over the Phone
2. Quote Prices Over the Phone
3. Quote Prices without knowing Problem
4. No Request for Appointment
5. You Want to be a Service Advisor
6. Chapter 8 Quiz
1. Role of a Service Advisor
2. Role #1: Consult with Customer
3. Role #2: Schedule Service Work
4. Role #3: Communicate Additional Work Needed
5. Role #4: Up-Sell Products and Services
6. Role #5: Communicate with Technicians
7. Role #6: Administrative
8. Role #7: Customer Service
9. Chapter 9 Quiz
1. What the Customer Wants in their Service Experience
2. Want #1: Repair Fixed Right the First Time
3. Want #2: To Understand the Work Being Done
4. Want #3: To Always be Kept Informed
5. Want #4: A Reasonable Price
6. Want #5: To Deal with Someone they have confidence in
7. Chapter 10 Quiz
1. What is the Attribution Theory
2. Mechanical & Emotional Problems
3. The Definition of the Attribution Theory as a Verb
4. The Definition of the Attribution Theory as a Noun
5. The Two Types of Attribution Theories
6. Attribution Theory - Excuses
7. Attribution Theory - Perceptions
8. Attribution Theory Summary
9. Chapter 11 Quiz
1. 8 Rules to a Great First Impression
2. Rule #1: Be Yourself
3. Rule #2: Present Yourself Appropriately
4. Rule #3: Smile
5. Rule #4: Be Confident
6. Rule #5: Be Positive
7. Rule #6: Be Courteous
8. Rule #7: Make Eye Contact
9. Rule #8: Firm Handshake
10. Chapter 12 Quiz
1. Paid Labor
2. Diagnosis Over the Phone
3. Prices Quoted - Understanding the Problem
4. Prices Quoted - Higher than Secondary Facility
5. Appointment
6. Chapter 13 Quiz
1. How to Get More Appointments
2. #1: Inspiring Phone Presence
3. #2: Avoid Giving Prices
4. #3: Always Ask Lots of Questions
5. Chapter 14 Quiz
1. What Makes Customer Mad When Calling the Service Department
2. #1: No One Answers
3. #2: Automated Services
4. #3: Cut Off During Transfer
5. #4: Being Put on Hold
6. #5: Secondary Conversations
7. Chapter 15 Quiz
1. Should You Quote an Hourly Rate?
2. Customers Earning Rate
3. Magnifying the cost of the Repair
1. Preparation for Customer Appointment
2. Preparation #1: Recalls
3. Preparation #2: Warranty Expiration
4. Preparation #3: Service History
5. Preparation #4: Past Recommendations
6. Chapter 17 Quiz
1. Imminent Danger
2. Hazardous Danger
3. Inevitable Malfunction
4. Potential Malfunction
5. Non-Essential Malfunction
6. Chapter 18 Quiz
1. Meet & Greet Steps
2. Step #1: Introduce Yourself
3. Step #2: Get their Name
4. Step #3: Request Reason for Visit
5. Meet & Greet Verbiage
6. Chapter 19 Quiz
1. #1: Eating
2. #2: Drinking
3. #3: Smoking
4. #4: Chewing Gum
5. #5: Chewing Tobacco
6. #6: Profanity
7. #7: Rushing the Customer
8. Chapter 20 Quiz
1. Balance of Consequences – You Decide
2. Positives of a Service Walk
3. Negatives of a Service Walk
4. Positives to NO Service Walk
5. Negatives of NO Service Walk
6. Chapter 21 Quiz
1. Word #1: No
2. Word #2: Can't
3. Word #3: Think
4. Word #4: Honestly
5. Word #5: Try
6. Chapter 22 Quiz
1. The Benefits of Dialogue
2. The 4 Common Traits About People
3. Trait #1: They Love to Talk
4. Trait #2: They Love to Talk About Themselves
5. Trait #3: They Love to Be Acknowledged
6. Trait #4: The Love Compliments
7. Verbiage that Creates Dialogue
8. Chapter 23 Quiz
1. Legal Document
2. Decline of Service
3. Warranty Claim Payments
4. The 4 C's to a Good Repair Order
5. C #1: Complaint
6. C #2: Cause
7. C #3: Correction
8. C #4: Certified
9. No Charge Items on the RO
10. Customer States
11. Always get 2 Phone Numbers
12. Chapter 24 Quiz
1. The 3 Upsell Rules
2. Time Expected for Completion
3. Waiters
4. When Do You Need it done
5. What Causes a Customer to Not Agree to Additional Work
6. Cause #1: Disbelief
7. Cause #2: Do Not See the Need
8. Cause #3: Do Not Understand the Urgency
9. Cause #4: Cost
10. Cause #5: Time to Complete
11. Understandable Terms
12. How to Overcome Customer Fears
13. Validation for a Waiter
14. Who Best Validates Repair with Waiter
15. Why the Technician
16. Best Way to Validate Non-Waiter
17. Who Should Make the Video
18. Best Way to Deliver Video
19. The Customer Lounge
1. #1: Introduce a More Expensive Repair
2. #2: Compare it to Another Item
3. #3: Increase the Perception of the Value
4. #4: Remove the $ Sign
5. #5: Make the Number Smaller
6. #6: Create Visual Perceptions
7. #7: Take Away
1. Something for Nothing
2. Sticky Note
3. Benefits
4. Who Should Place the Sticky Note
1. The Definition of Empathy
2. Why Empathy is so Important
3. When to Show Empathy
4. How to Show Empathy
5. Listen Intently
6. Proper Eye Contact
7. Validate their Concerns
8. Offer Support
9. Engage in a Partnership
10. Always Show Respect
11. Be Understanding
12. Benefits of Empathy
1. The Importance of Being an Active Listener
2. Pay Attention
3. Show that You Are Listening
4. Provide Feedback
5. Respond Appropriately
6. The 4 Never's
1. The Definition of Customer Support
2. The 8 Rules of Customer Support
3. Rule #1: Always Answer the Phone
4. Rule #2: Don’t Make Promises
5. Rule #3: Listen to Your Customer
6. Rule #4: Deal With Complaints
7. Rule #5: Be Helpful
8. Rule #6: Be Kind, Courteous & Helpful
9. Rule #7: Go the Extra Mile
10. Rule #8: Throw in Something Extra
1. The Definition of Customer Service
2. The 9 Customer Service Skills
3. Customer Service Skill #1: Patience
4. Customer Service Skill #2: Attentiveness
5. Customer Service Skill #3: Clear Communication Skills
6. Customer Service Skill #4: Knowledge of Product & Service
7. Customer Service Skill #5: Acting Skills
8. Customer Service Skill #6: Ability to Read Customers
9. Customer Service Skill #7: A Calming Presence
10. Customer Service Skill #8: Persuasive Skills
11. Customer Service Skill #9: Willingness to Learn
12. The 10-12-2 Rule
13. The Benefit of the 10-12-2 Rule to the Customer
14. The Benefit of the 10-12-2 Rule to the Service Advisor
1. What Women Influence
2. Women have Higher Expectations
3. Women are More Emotional
4. Women Deal with Logic
5. The 6 Do’s When Dealing with Women
6. Do #1: Look Your Best
7. Do #2: Clean Environment
8. Do #3: Shake Hand Firmly
9. Do #4: Make Eye Contact
10. Do #5: Smile
11. Do #6: Pay Attention
1. How to Deal with Angry Customers
2. #1: Kill Them with Kindness
3. #2: Resist the Urge to Fight Back
4. #3: Always be Respectful
5. #4: Listen for the Real Problem
6. #5: Speak Slowly
7. #6: Apologize Genuinely
8. #7: Don’t Take it Personally
9. #8: Let it Go
10. 5 Things to Never do When Dealing with Angry Customers
11. #1: Get Drawn into a Conflict
12. #2: Raise Your Voice
13. #3: Try to Match Them
14. #4: Try to Touch Them
15. #5: Take it Personally
1. Are Complaints a Good Thing?
2. Service Complaints Statistics
3. 6 Rules to Deal With Customer Complaints
4. Rule #1: Listen Carefully
5. Rule #2: Do Not Interrupt
6. Rule #3: Put Yourself in Their Shoes
7. Rule #4: Ask Questions
8. Rule #5: Quick Resolution
9. Rule #6: Elevate to Supervisor
10. Never Drag Out a Lost Cause
11. Never Ask What is an Acceptable Solution

About this course

$49.00 / month
276 lessons

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Service Advisor Certification

Course curriculum

Chapter 1 - Introduction

Chapter 2 - Why Customers Do Not Use Our Service Departments

Chapter 3 - The Secondary Repair Facilities

Chapter 4 - Dealership Service Center vs Secondary Repair Facility

Chapter 5 - Perception of Repairs at Dealership

Chapter 6 - How to Change Customers Perceptions

Chapter 7 - Service Writer versus Service Advisor

Chapter 8 - Facts About Service Writers

Chapter 9 - Role of a Service Advisor

Chapter 10 - Service Customer Expectations

Chapter 11 - The Attribution Theory

Chapter 12 - 8 Rules to a Great First Impression

Chapter 13 - Inbound Phone Call Facts

Chapter 14 - How to Get More Appointments

Chapter 15 - When Service Calls Frustrate Customers

Chapter 16 - Hourly Rates

Chapter 17 - Preparation for Customer Appointment

Chapter 18 - The 5 Repair Categories

Chapter 19 - The Meet & Greet

Chapter 20 - The 7 Meet & Greet No-No's

Chapter 21 - The Pros/Cons of a Service Lane Walk

Chapter 22 - The 5 Words You Should Never State

Chapter 23 - Creating Dialogue

Chapter 24 - The Repair Order

Chapter 25 - Service Upsell

Chapter 26 - Making Costly Repairs Look Like a Fair Price

Chapter 27 - Something for Nothing

Chapter 28 - Empathy

Chapter 29 - Active Listener

Chapter 30 - Customer Support

Chapter 31 - Customer Service

Chapter 32 - Dealing with Female Customers

Chapter 33 - Angry Customers

Chapter 34 - Customer Complaints

About this course

Discover your potential, starting today