Service Advisor Understanding Your Role as a Service Advisor Quick Start Guide

Transcription

1 TMT Class Course Code: 7207 First Edition, October 2012 Service Advisor Understanding Your Role as a Service Advisor Quick Start Guide Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners.

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3 Understanding Your Role as a Service Advisor QUICK START GUIDE 2012 Navistar, Inc Navistar Drive, Lisle, IL All rights reserved. No part of this publication may be duplicated or stored in an information retrieval system without the express written permission of Navistar, Inc. Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners. 1

4 QUICK START GUIDE Service Advisor Understanding Your Role as a Service Advisor 2 Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners.

5 Understanding Your Role as a Service Advisor QUICK START GUIDE TABLE OF CONTENTS Service Department Workflow... 4 Service Department Workflow (continued)... 6 Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners. 3

6 QUICK START GUIDE Service Advisor Understanding Your Role as a Service Advisor Service Department Workflow Initial Service Contact Be courteous and professional; make a good first impression Understand the customer s concerns and requirements. Schedule a time to drop off the vehicle If necessary, work with customer to arrange towing to your dealership Identify Customer Concern Use a write-up form and/or Diagnostic Questionnaire Ask the right questions, take detailed notes Document the Customer Concern Vehicle walk-around inspection - Record additional repair items Review vehicle service/warranty history Create a Repair Order Approve and Schedule the Diagnosis Review with customer: - Diagnostic procedures; Diagnostic costs Review with technician: - Determine technician and service bay availability Customer signs Repair Order Perform the Diagnosis Technician records diagnosis results on Repair Order 4 Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners.

7 Understanding Your Role as a Service Advisor QUICK START GUIDE NOTES Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners. 5

8 QUICK START GUIDE Service Advisor Understanding Your Role as a Service Advisor Scheduling Repairs Estimate the Repair Compile labor operations Compile parts prices Verify parts availability Approve and Schedule Repair Review repairs with customer Discuss time frame for repairs to be completed Perform the Repair Coordinate technician schedule and parts ordering Monitor repair progress and parts status Communicate any changes to the customer Deliver the Vehicle Verify repairs are completed Review repairs with customer Walk customer to the cashier Thank the customer for his business Follow-up with the Customer Call the customer within a few days to verify his satisfaction 6 Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners.

9 Understanding Your Role as a Service Advisor QUICK START GUIDE NOTES Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners. 7

10 QUICK START GUIDE Service Advisor Understanding Your Role as a Service Advisor NOTES 8 Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners.

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12 Understanding Your Role as a Service Advisor QUICK START GUIDE Service Advisor Quick Start Guide 2012 Navistar, Inc. All rights reserved. All marks are trademarks of their respective owners.