Service Advisor Training - Take A Look, Do You Need It?

Wed, 03 Feb 2010 10:37:35 EST

Every business manager needs to take a strong look at their workforce. This includes actually spending time with each employee as well as observing their performance. Then, it is your responsibility to realize that you need continuous service advisor training.

It is important that this training continues in an on-going basis. Your advisors need to know and understand that part of their job is to have strong customer interaction. They need to be service consultants. They need to understand the techniques of sales.

The advisors need to be thoroughly trained in communication skills. They need to understand the responsibilities of their position. When they understand this they will realize their job involves a lot of sales to the customer. Each advisor needs to be trained in communication skills. This type of training cannot be completed successfully in one session - it is important to schedule two or more trainings during the year.

Part of your business comes from word of mouth. The reason for this is because people share their thoughts. They talk about your business and it is up to you to determine if this talk is positive or negative? Word of mouth advertising is some of the cheapest and best promotion you can have for your business. If you do not offer your customer what is needed then he can turn around and walk out the door.

Let's take a look at how positive word of mouth conversations can come about by looking at an example of a strong service advisor. The customer enters your place of business. The service advisor immediately walks toward the customer to greet him or her. The customer reaches for the hand offered by the advisor. In doing so the customer cannot help but see the smile on the advisor's face as well as the continual eye contact. This person will go home and tell their husband or wife about this experience. Chances are, these two will tell others. This is a positive experience and it is positive for your business.

Then there is the other service advisor. The customer walks in. The advisor stands, with arms folded, looking at the customer. Instead of making a gesture to welcome the customer he walks behind counter to stand there. This causes a barrier between the two. When the customer walks toward the counter the advisor backs up. No hand is offered for a handshake. The advisor fails to offer a smile and there is no eye contact. This customer will go home and tell their spouse about the experience. Most likely, these two will tell others. This is a negative experience and it is negative for your business.

These two examples indicate that the first advisor has received training in what is expected of him. The second advisor has not received any type of service advisor training. Most likely he has not received training in other areas either.

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Service Advisor Training - Take A Look, Do You Need It?