Five Star Service Advisor: How to communicate with customers and technicians to decrease conflict and increase profit

by Coralee Zueff

In a typical work day, everything can be going smoothly until a customer is furious at the cost of their bill and thinks they know more than you and the technician because they watch videos on YouTube. It's now 4:45 and you haven't even had time for a lunch break. How do you handle everything, keep a smile on your face and feel like the life has not been sucked out of you? Twenty-year automotive veteran Coralee Zueff explains how more work by educating the customer, not high pressure sales tactics.Ask customers better questions to get the correct description of the complaint for the Technician.Understand a Technician's diagnosis and communicate it to the customer.Handle customer objections.Deal with shop conflict.Properly create an estimate so that the customer feels supported.Manage the technicians' time more effectively.Included in this book are worksheets, templates and training to help Service Advisors communicate better, manage conflict and increase revenues without feeling sales-y.

126 pages, Kindle Edition

Published June 10, 2021