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Automotive Service Advisor Essential Course (GS)

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  1. LESSON 1: AUTOMOTIVE SERVICE ADVISOR COURSE

    Automotive Service Advisor Introduction (GS)
  2. LESSON 2: CROSS-SELLING ADDITIONAL SERVICE MAINTENANCE ITEMS
    Cross-Selling Additional Service Maintenance Items (GS)
    8 Topics
    |
    1 Quiz
  3. LESSON 3: EVERYTHING YOU NEED TO KNOW ABOUT REPAIR ORDERS
    Everything You Need To Know About Repair Orders (GS)
    6 Topics
    |
    1 Quiz
  4. LESSON 4: BREAKING DOWN FACTORY WARRANTY
    Introduction To Factory Warranty Policy & Procedures (GS)
    10 Topics
    |
    1 Quiz
  5. LESSON 5: CUSTOMER SERVICE ESSENTIALS FOR ADVISORS
    Customer Service Essentials For Advisors (GS)
    5 Topics
    |
    1 Quiz
  6. LESSON 6: HOW TO TACKLE CHALLENGES IN THE AUTOMOTIVE INDUSTRY
    How To Tackle Challenges In The Automotive Industry (GS)
    4 Topics
    |
    1 Quiz
  7. LESSON 7: SERVICE ADVISOR CUSTOMER CONSULTATION PROCESS
    Service Advisor Customer Consultation Steps (GS)
    9 Topics
    |
    1 Quiz
  8. LESSON 8: SERVICE ADVISOR SALES PROCESS & CLOSING TECHNIQUES
    Service Advisor Sales Process & Closing Techniques (GS)
    9 Topics
    |
    1 Quiz
  9. LESSON 9: SERVICE VEHICLE DELIVERY PROCESS
    Service Vehicle Delivery Process (GS)
    2 Topics
    |
    1 Quiz
  10. Lesson 10: SERVICE KEY PERFORMANCE INDICATORS (KPI’S)
    Service Key Performance Indicators (KPI’s) (GS)
    2 Topics
    |
    1 Quiz
  11. LESSON 11: SERVICE ADVISOR WORKFLOW CHEAT SHEET
    Service Advisor Workflow Cheat Sheet (GS)
    4 Topics
  12. LESSON 12: SCHEDULING APPOINTMENTS & CALL SCRIPTS
    Scheduling Service Appointments & Call Scripts (GS)
    11 Topics
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Recording Customer Complaints On The Repair Order

As mentioned earlier, each repair order contains job-lines specific to the complaint (concern) the customer has. Try to be as accurate and complete as possible with descriptions here; a technician also needs to understand the customer’s concern.

Remember to create a new job-line for each complaint or concern the customer has.

Don’t be afraid to ask the customer more questions or even ask them to recreate the sound effect if they can; believe me, it helps! In fact, the more details you can obtain from your customer, the better it is when the technician starts to work on your customer’s vehicle. The technician will need to know where to look.

Is it the right front tire?

Is it coming from the engine?

Does it happen during heavy braking?

If it’s noise, then how frequent is it? Is the engine hot or cold at the time? Is it at highway speed or while cruising?

As you can see, the more information you ask your customer about their complaint and record them, the more your technician will thank you for it.

 

Operation Codes (Op-Code)

Operation codes are quick and efficient shortcodes that populate job-lines with commonly occurring maintenance services and repairs.

They can be a sequence of letters and numbers. For example, a lube, oil, and filter could be “LOF” or “02CCZZ05”. Each shop will have their own way of coding routine maintenance and repairs. Ask your shop for a copy of the newest operation codes list.

Op-codes generally possess vital bits of information:

  • Default description of the concern
  • Technician skill group
  • Labor time required
  • Parts required for the job
  • Environmental and disposal fees
  • Total job estimate

Service advisors use them on each job-line to help save time while recording customer complaints. Since these codes are familiar to technicians, they will understand at a glance what repairs it needs.

Create a new job-line and find the most suitable op-code that best fits the complaint. You can still write additional information on the same line if you want to be specific with a customer’s description.

Op-codes can be changed later if you discover a more appropriate one, but do not change the code after the customer signs the repair order.

 


Customer Signature

The Repair Order “Hardcopy”

The software program will print out a “hardcopy” after writing the customer’s repair order. Consider the hardcopy as the customer’s estimate; it covers the job-lines written and complaint information you documented earlier.

Review the hardcopy information with your customer, then have them sign it as acknowledgment. This gives the shop consent to move forward with the maintenance items or repairs. Keep the hardcopy in a safe place or with dispatch.

There may also be a tear sheet with a key tag identification number generated by the system; you will need to attach it to your customer’s car keys.

 

The Customer’s Signature

The repair order is a legal document between the repair shop and the customer. It legally binds the shop to perform repairs and ensures it meets safety regulations in the governing jurisdiction.

The repair order also legally binds the customer to pay for all repairs they authorized.

The customer’s signature on the repair order empowers the repair shop to enforce a mechanical lien on vehicles with unpaid balances. Typically, a mechanical lien supersedes all other vehicles liens, meaning the customer cannot change ownership of the vehicle while the mechanical lien is attached.

If the car was dropped off and the customer is not at the shop, attach the customer’s written or emailed instructions to the repair order. If the customer dropped off their car after hours, the night drop envelope must be attached to the repair order as proof of customer authorization.

Note: Always try your best to have customers sign repair orders. Speak with the service manager if the customer wishes to repair the vehicle but refuses to sign the repair order. The service manager should also be informed when a customer provides you with other types of authorization such as; over the phone, text, email, handwritten note left in their car, or any other types of customer consent. Only management can decide if repairs can begin without the customer’s signature on the repair order.

 

Shop Tip:

  • Operation codes are great time savers
  • Ask your shop for a list of op-codes
  • Be accurate as possible and refrain from generic op-codes
  • Customers need to sign the hardcopy before work can begin on their car