A Career in the Motor Industry – Automotive Services Advisor (JTJS62011)

A Career in the Motor Industry – Automotive Services Advisor (JTJS62011)


hi I’m Scott from messy high school I’ve just had a lot of fun being a workshop supervisor and now I’m gonna try my hand to being a service advisor customer satisfaction is the fuel that drives the automotive industry and an Aldi the responsibility of keeping clients happy Falls to service advisors like Phil Davis well service advisor facially we’re the first port call for the customer when they come in and they want some work done okay and the job is mainly entailing and listening to their needs and relaying that through the workshop yep the best way to experience that though really is is to actually do the job I actually want a call coming through now so I’ll take this one and you can just watch how I handle it and then I’ll get you get you to do one yourself all right yep good morning Audi’s service Phil speaking customer satisfaction is absolutely paramount lean that is the number one priority that goes through any department of the dealership whether it be sales or Parcel Service that that is absolutely critical service that you give as a service advisor you’re obviously the first point of contact for the customer and it’s a direct reflection on the dealership for next Wednesday the 30th without a loan car for water fitness all right that’s great we’ll see about eight o’clock all right so that’s a telephone conversation so any Christians on it know it looked pretty simple and straightforward all right well I’m glad you think so cuz I’m gonna track you now on the hot seat that’s pretty busy time of day so probably in the next half hour we’re gonna have a few phone calls coming through okay all right so if you just want to jump on it yeah as every customer is different the service advisor will need to adapt to a wide range of personalities first impressions count so what sort of impression has Scott made oh they can get pretty busy yeah they can Matt but hey you did really well on that thank you now looks like you got a few bookings piling up there and I noticed one of them’s got a loan car that they require as well all right so we should probably go through the loan car process now a bigger idea with the standard now set it’s important to maintain a high level of customer service and that means being proactive meeting the customers needs even before they require them so what I might just get you to do now is if you can just go around the car and just make sure there’s no scratches on the wheels or the doors and things like that and there’s plenty of fuel in the car as well okay some of the skill sets you have to have is you have to have good time management and be very organized and obviously follow a stringent plan throughout the day if you don’t obviously it’s very easy for things to get out of hand or things get forgotten or missed which leads to customer dissatisfaction so if it’s essential that you do have good organizational skills I would say that’s that’s probably the one key bit of skill you need to have in the job mr. Smith how are you how are you yeah good to see you well I’ll just introduce you to Scott heisel who you would have spoken to on the phone and he’ll be looking after you okay your car for the day great all right have a seat thank you so your car today was booked in for a warrant yes that’s right all right I’ll just get you a chicken that’s your phone number yep that you absolutely have to have good people skills and you need to be understanding of different people’s personalities and things because not everyone is the same and in what works for long customer doesn’t necessarily work for the other one so you need to be able to adapt for the different needs of the customer I guess thank you mr. Smith we’ll get their work done for you by 4:00 and I’ll give you real nails done one of the greatest challenges our service advisor will face is relaying bad news even a straightforward service can uncover serious fault and it’s their responsibility to bring these concerns to the clients attention that’s very important at this stage and we’ve got to be aware that this obviously the customers pride and joy and the obviously probably not expecting anything to be wrong with it one key thing I’d say when you spend to a customer on the phone if you’re smiling while you’re talking to them they can actually hear that through the phone as silly as that does sound and so that sets the mood of the conversation which is very important hello this is mr. Smith here please hi mr. Smith it’s Scott from Audi country into cars here your car came in today for a war on a fitness and I’m afraid we’ve found a few problems with it keeping the customers on site is very important and often the role demands a degree of problem solving call up that’s going to come to a total of 1835 dollars so the ability to turn an undesirable scenario into a win-win situation is the mark of a good service adviser yep that sounds pretty good how’d it go yeah he came around and he’s willing to do what we need to do to right the car done he even gonna come in and watch the some of the work being done his car all right right mr. Smith would you like a coffee yeah all right obviously in the service advisor role you’re always trying to build relationships with the customer and build a good rapport with them because that’s the one thing that we can control and you want to keep getting repeat business so the customer doesn’t have to come to us they can go to any other dealer and but if you provide excellent customer service you’re increasing your chances of them coming back to you all right we’ll just keep your invoice sorted out and then we can get you on your way home okay it’s not that all prepared here for you I guess moving forward from this position and the next direct step from this position would be into a service management role so that would be managing the whole department and it’s obviously still a very customer focused job obviously with saundarya company of its size it’s a large international company and there is options obviously internationally as well if you truly want to excel in this industry in acquiring this ground level knowledge is critical and once a time there’s no limit as to how far you can progress I believe that someone who enters the motor industry we really did there are no limits which is of what you can be I mean I’ve started as a mechanic apprentice mechanic on the floor I’ve traveled internationally I’ve worked in Germany I’ve moved into sales and marketing I’ve done general management I’ve done parts you can literally be as big as you want to be and basically it’s up to you right so that’s all done for you so as I say any problems give us a call otherwise unique services during about 12 months or 15000 case alright great so much kit thank you Scott thank you see you next time yes so how’d you find out Scott oh I found it really good I really enjoyed cooking to the customers and seen the customer satisfaction the end of the day you know you did really well and that’s what it’s all about it’s building relationships and getting repeat business off customers yeah and I think now I think you did really well and I think you do well in this sort of type of a role oh thank you huh hey Scott he’s like well Scott you’ve now had a chance to see what it’s like to be an automotive technician a workshop supervisor in a service adviser what did you think I really enjoyed them and I learned a whole lot so if you’re lucky enough to join an organization like same Derby there’s really no limit to the number of roles you can hold or the career progression that you can have to be a service advisor you’ll need to be computer literate highly organized possess strong communication skills and have the ability to sell and provide excellent customer service knowledge of the product and prior industry experience is preferred though not essential and for those wishing to increase their prospects completing NZD motor industry training organizations national certificate and business first line management level 4 will help you get that put in the door as the service advisors role is a versatile one you can expect to find yourself working in a broad range of environments with people from all walks of life service advisors often go on into management roles and in large companies like Sime Darby the options are endless supporting local content so you can see more of New Zealand on air


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