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Service advisors have a unique role as both the face of an automotive shop and the link between customers and technicians. Therefore, it makes sense that classroom training for service advisors should have a good balance between customer focused skills and automotive knowledge.
Instructors play an important role in providing this kind of targeted training. But aside from starting with a good foundation of knowledge, how can you instill the kinds of skills that help service advisors thrive in the classroom and on the job?
What skills do service advisors need?
Communication
Between clearly explaining issues to customers and discussing possible concerns with technicians, good communication is a staple for service advisors.
Encourage your students to practice explaining concepts in the classroom. Invite them to take the lead in asking questions so they can be better prepared to manage conversations on the job.
Good Judgement
Students can learn all kinds of procedures and automotive knowledge, but if they don’t develop good judgment to understand when and how to respond to unique situations, it won’t be enough.
The classroom environment is perfect for practicing knowledge application and encouraging student problem-solving. Be prepared to provide both honest feedback and constructive criticism as well.
Honesty
An honest service advisor who sells with the intention of satisfying customer needs is key to bolstering long-term customer loyalty.
Ask students to think about their experiences as a customer, even if those experiences don’t take place in an automotive shop. By offering students a relatable way to approach concepts, they can begin to think about the positive ways they can influence customer relationships as a service advisor.
Motivation
Student engagement can be difficult for any instructor to develop and service advising is a role that requires continued motivation outside of the classroom.
Luckily, technology can greatly enhance classroom learning and motivation. Invite students to experiment and explore new technologies. Even if you don’t have all the answers, inspiring curiosity can fuel their own desire to learn more about the industry and how to help others.
Just as it’s important to encourage these qualities in the classroom, a solid foundation is key to preparing students for a career in service advising. Cover everything they’ll need to learn with Service Advising and Management from CDX.