Overview

The Road to Technical – Service Advisor & Front of House

The Road To Technical course has been developed for customer-facing team members, front of house and service advisors. This course has been designed to enhance the relationship between the garage business, its clients and the internal teams, whilst reducing stress and enhancing profitability and efficiency.

Having an increased understanding of technical subject matter, by becoming car tech savvy, will ensure that the person in the service advisor role can operate with more confidence and more autonomy.

This course will help the service advisor to develop much stronger communications and a more effective working relationship with the technical team to ensure an increased first-time fix rate.

Their interactions with the garages clients will move towards being ‘next level’, ensuring higher levels of satisfaction and feedback. An increase in the confidence level of the service advisor will enhance their own job satisfaction and performance.

This course will upskill the front of house team members technical knowledge to enable them to:

• Ask the correct questions of the customer during the initial enquiry
• Understand the critical importance that root cause analysis has in customer satisfaction, business efficiency and profitability
• Communicate the correct information to the technical team
• Construct technically accurate comprehensive estimates and quotations
• Communicate the value and benefits of your service, and successfully navigate price only conversations
• Confidently propose the correct service and maintenance solutions and close the sale

This course will run in a fully functioning workshop skills centre and will include vehicle lift style vehicle inspections, parts identification and handling, service information and parts references and look-ups.

This course will ensure more effective communications between the front of house, the technical teams and clients and it will help to reduces stress, improve productivity and profitability of the garage businesses operation. These factors will ensure customer satisfaction levels are to the max.